Toward restoring violated trust: exploring the antecedents of trust in business-to-business relationships

aut.embargoNoen_NZ
aut.thirdpc.containsNoen_NZ
aut.thirdpc.permissionNoen_NZ
aut.thirdpc.removedNoen_NZ
dc.contributor.advisorMarshall, Roger
dc.contributor.advisorRajah, Edwin
dc.contributor.authorFranklin, Drew
dc.date.accessioned2014-10-16T01:04:02Z
dc.date.available2014-10-16T01:04:02Z
dc.date.copyright2014
dc.date.created2014
dc.date.issued2014
dc.date.updated2014-10-15T22:43:48Z
dc.description.abstractTrust has been described as “perhaps the single most powerful relationship marketing tool available to a company” (Berry, 1995, p. 242). Trust enjoys wide acceptance among scholars as a key facilitator of inter-organisational relationship development; however, the construct begs deeper exploration within a framework of both existing and emerging dimensions of trust. Successful relationship development demands an understanding of what drives the propensity to trust between organisations. Organisations that are oblivious to these evaluative criteria risk relationship decay with partner organisations. The six most salient antecedents of trust within contemporary trust literature, explored both conceptually and empirically, have been identified as satisfaction, communication, competence, shared values, benevolence and integrity. Additionally, co-creation is investigated as an emergent antecedent of trust in business-to-business relationships. The relationship between these independent variables and trust are investigated by adopting multiple regression analysis. The moderating influence of business experience on the relationship between significant independent variables and trust is also explored. Findings from this study indicate that co-creation and integrity positively affect trust within a business-to-business environment. The results also reveal that business experience has a moderating effect on the relationship between co-creation and trust. The longer-term, more involved nature of business-to-business relationships precludes flawless execution of all service encounters. Service failure is a common occurrence within inter-organisational relationships and the trust enjoyed between partners can suffer as a consequence. An exploration of the antecedents of trust within business-to-business relationships serves as the first step toward developing sound trust recovery mechanisms in the event of a violation of trust.en_NZ
dc.identifier.urihttps://hdl.handle.net/10292/7727
dc.language.isoenen_NZ
dc.publisherAuckland University of Technology
dc.rights.accessrightsOpenAccess
dc.subjectTrusten_NZ
dc.subjectBusiness-to-Businessen_NZ
dc.subjectRelationship marketingen_NZ
dc.subjectBusiness experienceen_NZ
dc.subjectOrganisational marketingen_NZ
dc.subjectCo-creationen_NZ
dc.titleToward restoring violated trust: exploring the antecedents of trust in business-to-business relationshipsen_NZ
dc.typeThesis
thesis.degree.discipline
thesis.degree.grantorAuckland University of Technology
thesis.degree.levelMasters Theses
thesis.degree.nameMaster of Businessen_NZ
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