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Les ruptures de relations de long terme entre organisations: contribution à l'étude des déterminants - Une application aux relations banques-PME -

Abstract : While research fellows and manager are aware that long term relationships represent a high potential for companies, this field of research has been neglected. It seems to be of great interest to look for relationship termination factors. That is the reason why this research aims at identifying interorganizational long term relationship antecedents in order to better understand this phenomena. To do so, we have conducted a literature review embracing works in economics, psychology, laws, and marketing. This review has shown the primary role played by the factors representing the interaction between individuals in interorganizational long-term relationship termination. These factors are defined according to the relationship norms proposed by Macneil (role integrity, solidarity, mutuality and communication for the relational norms and effectuation of consent, restitution and negotiation power for the transactional norms. A qualitative exploratory study as well as a quantitative survey have been conducted with French small and medium scales enterprises. They show the major role played by the account manager role integrity in the relationship termination between banks and SME. The relational norms have a direct impact on the termination decision, while the transactional norms influence the relationship termination through their action on a mediator: the global evaluation of the relationship. The age, the story of the relationship, as well as the degree of constraint of the client in the relationship are mediators. To conclude, this research demonstrates the major role played by the relationship norms in interorganizational long-term relationship termination. Key words : relationship marketing - banking marketing - Macneil - relationship norms - termination - exit - dissolution - long-term relationship - business-to-business -
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https://tel.archives-ouvertes.fr/tel-00470451
Contributor : Isabelle Prim-Allaz <>
Submitted on : Tuesday, April 6, 2010 - 3:37:54 PM
Last modification on : Wednesday, May 26, 2021 - 12:48:02 PM
Long-term archiving on: : Tuesday, September 14, 2010 - 5:59:00 PM

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  • HAL Id : tel-00470451, version 1

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Isabelle Prim-Allaz. Les ruptures de relations de long terme entre organisations: contribution à l'étude des déterminants - Une application aux relations banques-PME -. Sciences de l'Homme et Société. Université Paris Dauphine - Paris IX, 2000. Français. ⟨tel-00470451⟩

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