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Research and practitioners alike have underscored the importance of customer value creation in marketing. For any marketing practice to be successful, it must first create value for customers. This is also true for the practice of relationship marketing, which is enjoying popularity among organizational marketers. However, there has been a lack of research done on the predictive effects of relationship marketing constructs in relation to buyer perceived value in organizational marketing. In other words, we still know little about the mechanism through which a good relationship enhances customer perceived value. The primary purpose of this study is to conceptually develop and empirically test a model that explains how the quality of a buyer-supplier relationship affects the buyer's value judgment in an organizational purchasing context. In the study, relationship quality is defined as comprising three different but mutually reinforcing dimensions: mutual trust, mutual commitment, and interdependence. Perceived value is conceptualized as an overall assessment of the utility of an offering based on the benefits and costs of accepting an offering. The conceptual model specifies the several routes through which relationship quality impacts buyer perceived value. First, a good relationship increases relationship benefits and reduces relationship costs, which in turn influences customer value perception - the higher the relationship benefits (and lower relationship costs), the higher the customer perceived value. Second, a good relationship reduces decision-making uncertainty. Lower decision-making uncertainty is hypothesized to increase the effects of perceived purchase episode benefits and perceived purchase episode costs on perceived value. The model was generally confirmed by an empirical test based on data collected from a national sample of purchasing managers in the United States. / Ph. D.

Because cognitive categories associated with the evaluation of a working relationship are stable at times, yet dynamic under specific conditions, understanding leader-member exchange (LMX) and identifying cognitive correlates associated with exchange quality is perplexing (Foti, Knee & Backert, 2008). The purpose of this study was to investigate how congruence between a leader's and follower's leader and follower prototypes affects the quality of the leader-member exchange relationship as assessed by each partner in the dyadic pair. Leaders and followers in 68 dyadic pairs performed a series of tasks in a laboratory setting. Multiple assessments of liking and trust for each other, as well as LMX quality from their perspective were made. Congruence on leader prototypes significantly predicted follower assessed LMX; followers' liking and trust for leaders fully mediated this relationship. In addition, congruence on follower prototypes significantly predicted leader assessed LMX; leaders' liking for followers fully mediated this relationship. These results emphasize the reciprocal nature of LMX relationships. Practical implications of having high quality LMX include, but are not limited to, higher satisfaction and commitment, less conflict, and higher performance ratings. / Master of Science

The rapid and continuous deterioration of the Niger Delta Region of Nigeria in the last four decades has been a major source of concern for the government and practitioners. Hence, the region has been the subject of continuous conflicts and violence between the host communities and the oil producing companies. Despite the effort of the government and practitioners, none have looked at the relationship elements and/or the quality of relationship between these two key stakeholders within the context of the Nigeria oil and gas industry. This research study makes a new contribution to the field of relationship marketing in the area of relationship quality by providing a detailed understanding of relationship elements, and determinants and dimensions of relationship quality. The research study focuses on the oil producing company to host community relationship in the Niger delta region of Nigeria, which was investigated in detail. A qualitative approach was adopted as it is considered appropriate for the research focus, which was to investigate and assess the understanding of different community actors in respect to the quality of relationship between the oil producing companies and host communities in the Niger delta region of Nigeria. In addition, explore how these actors described both the relationship elements and relationship quality constructs, and related this to their understanding of the relationship between the oil producing company and host community. Semi-structured interviews, as the primary method of data collection were conducted with different community actors. The literature review, as the secondary method of data collection were primarily used as a tool to double check and validate the interview findings. Sixteen community actors provided their views and opinions of the relationship between the oil producing companies with the host communities in the region. This research study extended the application of relationship quality frameworks that were conducted in a developed economic environment such as the United Kingdom and United States of America to a developing economic environment such as Nigeria through the replication of these frameworks and re-testing their constructs and propositions in order to develop a detailed and comprehensive framework of relationship quality in the context of a business-to-community (B2Com) relationship in a unique commercial context. In addition, this research study uncovered the importance of mutual goal and culture of the community people in addition to pre-identified constructs (i.e. mutual benefit, communication, control mutuality) as the key determinants of relationship quality for the oil producing company when engaging the host community in the relationship building process. This research study also explored the research on dimensions of relationship quality subjecting its main constructs (i.e. trust, satisfaction and commitment) to a rigorous qualitative test. Doing this, the finding further emphasised some consensus between these dimensions of relationship quality. In addition, the developed framework highlighted the importance of including the relationship elements (i.e. actor bonds, resource ties and activity links) when assessing the quality of the relationship between business and its community. In conclusion, this research document recommendations (such as, the local community forming a complete and harmonious whole when relating with external bodies, the need for international oil and gas companies in Nigeria to gain adequate and appropriate insight and understanding into the role(s) played by each of the actors within the Niger Delta community, and the importance of oil and gas practitioners developing and maintaining a mutually beneficial relationship in the region) for various stakeholders within the NOGI.

Young adult women in their first and second year of college are a group more commonly impacted by health-related concerns associated with condom use. Due to lack of consistent condom use and the increase in sexual partners, STIs remain an epidemic. Various types of studies have been conducted to investigate condom use among women college students. One factor that may influence condom use is the partner relationship. The literature on safe sex practices shows a gap regarding relationship quality and its potential influence on condom use. Guided by the Fletcher et al. model and Sternberg's triangular theory of love, the goal of this study was to explore whether the likelihood of using condoms is influenced by relationship quality components. Using a sample of 85 women college students, relationship quality was examined using the Perceived Relationship Quality Components Inventory. Using a binary logistic regression model, no statistically significant associations among relationship satisfaction, commitment, intimacy, trust, passion, love, overall relationship quality and condom use were found. The findings in this study confirm the existing knowledge, that is, condom use trends and behaviors among young college women remain unpredictable. Limitations to the study include a small sample size, age of majority in Nebraska, and failure to screen for important demographics. For the future, longitudinal studies would offer insight into how condom use behaviors vary depending on fluctuations in relationship quality. This study has implications for positive social change: It suggests an emphasis on a relationship-focused approach to condom use behaviors when working with freshman and sophomore college women.

The present study evaluated a newly developed self-report questionnaire assessing young adults’ perceptions of their parents' current differential treatment of them and their siblings. This study also explored the influence of young adults' perceptions of parental differential treatment (PDT) on their general adjustment, sibling relationship quality, and romantic relationship adjustment. Attachment style was hypothesized to mediate the relations between PDT and these psychosocial outcomes in young adulthood. Participants included 275 university students and non-student community participants aged 18 to 25 years. Participants completed multiple-choice questionnaires assessing the variables of interest. The factor structure of the new measure of perceptions of PDT was confirmed by results of confirmatory factor analysis using structural equation modelling, and this new measure showed good internal consistency and good convergent validity when compared to another widely used self-report measure of PDT. Young adults’ perceptions of higher overall levels of PDT, regardless of which sibling was favoured, and their perceptions of being treated less positively than their siblings were associated with poorer general and romantic relationship adjustment, more insecure attachment style, and poorer quality sibling relationships. A control variable, social desirability, was found to be related to self-reports of lower levels of perceived PDT, more secure attachment style, more positive parent-child and sibling relationships, and better general and romantic relationship adjustment. Results of path analyses showed that attachment style partially mediated the relations between maternal and paternal PDT and sibling relationship quality. Attachment style fully mediated the relations between maternal and paternal PDT and adjustment, and between maternal PDT and romantic relationship adjustment. PDT was related to sibling relationship quality even after accounting for the influence of overall parent-child relationship quality and perceptions of unfairness of PDT. The present study’s strengths and limitations and the implications of the current findings for clinical practice and future research are discussed. / Graduate

The competitive market of today is characterized by globalization, increased demands from customers and similarities of products and services. High demands are thus put on organizations ability of differentiating themselves from competitors acting on the same market. Within this area, the customer relationship itself has turned out being an efficient tool. In addition, a high quality customer relationship is considered as an important factor when creating loyal customers, growth, profitability and competitive advantages. In order to reach high quality customer relationships, an ability of identifying and validate actions aimed for relationship quality improvements is needed as well as clear guidelines and managerial support regarding creation of value adding activities supporting such process. This thesis is supposed to, by the creation of a model, make improvement processes of customer perceived relationship quality in a B2B context possible. The model consists of actions and tools aimed for measurement of customer perceived relationship quality and identification of value adding activities from a customer perspective. The developed model is encapsulated by three steps, take-off, investigation and action/evaluation. The developed model was tested in a case study and it turned out to be practically applicable. It had a positive effect on the customer perceived relationship quality and additionally on the dyad´s transaction costs. / Dagens konkurrensutsatta marknad karaktäriseras av globalisering, ökade kundkrav och likheter mellan aktörers produkter och tjänster. Stora krav ställs således på företags förmåga att differentiera sig själva gentemot konkurrenter på samma marknad. Inom detta område har själva kundrelationen och dess kvalité visat sig vara ett effektivt verktyg. En högkvalitativ kundrelation anses vara en viktig faktor i skapandet av lojala kunder, tillväxt, lönsamhet samt konkurrensfördelar. För att driva en organisation i en riktning mot högkvalitativa kundrelationer krävs förmågan att identifiera och validera förbättringsåtgärder samt tydliga riktlinjer för skapande av värdeskapande aktiviteter i ett sådant syfte. Den här rapporten syftar till att genom skapandet av en modell, möjliggöra mätning av den kunduppfattade relationskvalitén samt genomföra förbättringsprocesser av den kunduppfattade relationskvalitén via identifiering av värdeskapande aktiviteter utifrån ett kundperspektiv. Tillvägagångssättet är uppdelat i tre steg med en förberedande fas, följt av en undersöknings samt en implementering/utvärderings – fas. Dess praktiska relevans är testad genom en fallstudie där processen visade sig vara tillämpbar. Vid modellens test visade den sig ha positiv effekt på den kundupplevda relationskvalitén samt även relationens transaktionskostnader.

Previous research found that relationship quality (RQ) for intimate couples may be adversely effected in times of stress, potentially decreasing marital satisfaction up to 36% during a four-year period for high stress couples. Previous research indicated family values (FV) may mediate RQ in stressful times; however, no research has examined this relationship for online/blended program graduate students. Students in these programs experience unique stress, change, and at times, physical distance from an intimate partner. Coombs's theory on values consensus postulated that the more alike family values are in a relationship, the better the RQ will be. The purpose of this quantitative study was to determine differences between graduate students in online/blended programs and their partners in RQ and FV. Forty-five participants were surveyed using convenience sampling through a university participant pool. The majority of the online/blended program graduate participants were Caucasian and female. Variables were measured using the Family Assessment Device (FAD), the Perceived Relationship Quality Components Scale (PRQC), and demographic information. Mean scores for FAD were elevated indicating dysfunction in FV. A hierarchical multiple linear regression tested the hypothesis that family values are associated with RQ for study participants. The PRQC and FAD were significantly and negatively associated (R = -.80, α = .05) indicating as FAD increases PRQC decreases. Online/blended program students may need supports to maintain FV to mediate decreases in RQ during graduate study. Identifying FV impacts RQ can assist in the development of more targeted intervention, design, planning, and implementation of online and hybrid student assistance programs.

This study provides an understanding on how Relationship Quality is conceptualised in business-to-business marketing relationships. It investigates the relationships of Jordanian Banks with their small and medium sized enterprise (SMEs) customers in terms of Commitment, Satisfaction, Trust, Communication, Transparency, Understanding, and Cooperation. It examines the antecedents and outcomes of the quality of corporate customer relationships by developing a conceptual model which empirically tests this relationship. This research builds and validates a research model based on the literature survey and uses a mixed methods approach. Qualitative data were gathered through in-depth interviews to achieve the goal of refining the initial research model. The second stage is a quantitative empirical study that uses a questionnaire and tests the empirical model generated in the first stage. This integration of methods provides a more complete view of this emerging area of marketing theory. Using Structural Equation Modelling; research findings support the use of a secondorder relationship quality construct consisting of Trust, Commitment, and Satisfaction as a direct outcome of a relationship and is named 'Attitudinal Loyalty'. Antecedents including; Transparency, Communication, Understanding and Cooperation were found to have a positive impact on relational outcome in a business-to-business context in Jordan. The importance of Transparency emerged as one of the most significant determinants of Relationship Quality, which is considered to be a new finding and not common among previous studies. Communication appears to make the biggest contribution overall and have direct and indirect relationships with other variables. It is therefore a major source of success in a business relationship. This research has several implications for the theory and practice. An important issue is the affects on change management. It requires the establishment of business communications to strengthen existing relationships and to form new ones. This implies developing an interactive approach with other parties. This study gives the banking industry an insight for developing their marketing strategy. It also provides a tool to assess the portfolio of relationships, which helps in targeting specific customers. Furthermore, Transparency in the flow of information imposes cultural change. Studying the Jordanian market can help to provide an insight into an emerging economy. Several qualitative findings showed that the relationship between banks and their small and medium enterprises is interesting. All this enriches and adds to the originality of this work and contributes to existing theory by investigating how relationships between partners can be enhanced.