An Examination of the Effect between Trust, Commitment and Relationship Quality In the Retailing Industry (Shahrvand Chain Stores)

Subject Areas : Futurology

K.  Heidarzadeh ¹ (ندارد)
E.  Mollaei ² (نویسنده مسئول یا طرف مکاتبه)

Received: 2006-02-04 Accepted : 2006-08-18 Published : 2006-12-22

Keywords: Trust, commitment, Relationship Marketing, Retailing,

Abstract :

Attempts to examine the concepts of Trust and Commitment, on two levels of Retail Relationships: theSalesperson level as well as the Store level, and test their impact on Relationship Quality. Based on a reviewof the literature, a conceptual model has been developed that links Trust and Commitment to RelationshipQuality. A number of research hypotheses have been formulated to examine the relationships proposed. Themain variables include: Salesperson Trust, Store Trust, Salesperson Commitment, Store Commitment andRelationship Quality.This article presents the result developed and discusses some empirical findings from a survey ofShoppers in Sharvand Chain Stores setting in Tehran. In particular, the two levels of relationships(Salesperson and Store level) are examined from the Customer’s Perspective, using Path Analysis (SPSS).The findings in this study indicate that for the establishment of higher levels of Relationship Quality in aCustomer-Salesperson Retail Relationship, it is very important that a customer has a high level of Trust inthe Salesperson and feels committed to the Salesperson. The importance of Commitment in RetailRelationships (Customer-Store) is stressed by its strong relationship with overall Relationship Quality.Consequently, Salesperson Trust rather than Store Trust is a significant predictor of overall RelationshipQuality. Despite that, Customers’ Interactions with the Salesperson are likely to shape their perceptions ofRelationship Quality to a certain extent. This implies that Trust and Commitment in the Salesperson is likelyto have some indirect effect on Trust and Commitment in the Retail Store. Concludes with a discussion ofthe implications of the study and provides directions for future research.