Una investigación sobre el efecto de los componentes eléctricos en la confianza y el compromiso entre proveedores y clientes (con efecto intermedio de conflicto y satisfacción): un estudio de caso múltiple de empresas industriales del parque industrial de
Palabras clave:
Poder, confianza, compromiso, satisfacción, conflictoResumen
Las relaciones de marketing son temas principales que se han considerado en los mercados industriales. La realidad del marketing industrial es que muchas organizaciones proveedoras y compradores se tratan entre sí durante muchos años, y se forman relaciones a largo plazo entre ellos. En este estudio, se estudiaron las relaciones entre proveedores y clientes de empresas industriales del parque industrial Firoozkooh, con respecto al efecto de los componentes de poder en la confianza y el compromiso con el efecto mediador de la satisfacción y el conflicto. La población estadística fue de unas 500 personas. Se seleccionaron 100 personas como muestra. El método de muestreo es el muestreo de cuotas. Para esta investigación, también se han utilizado métodos de biblioteca y de campo. En este estudio, utilizando dos herramientas analíticas, SPSS y AMOS, se utilizaron dos estadísticas descriptivas e inferenciales para analizar los datos. A nivel descriptivo, las cifras se representaron gráficamente y los datos se analizaron mediante características estadísticas, como la frecuencia y el porcentaje. Se utilizó el alfa de Cronbach para verificar la confiabilidad del cuestionario, la prueba KS para determinar la normalización de los datos, el modelo de ecuación estructural para rechazar o confirmar las hipótesis de investigación, una bondad de ajuste para determinar la idoneidad del modelo de investigación, el análisis factorial confirmatorio para explicar la variable por cada una de las preguntas relacionadas en el cuestionario. El análisis de los datos mostró que el poder no represivo tuvo un efecto positivo y significativo en la satisfacción, la confianza y el compromiso, mientras que el poder represivo tuvo un efecto negativo y significativo en estos factores y aumentó el conflicto. El resultado del uso de fuentes de poder no represivas, como el poder de recompensa, el conocimiento, el retorno, etc., puede llevar a relaciones a largo plazo y eficientes.
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Bell, S. J., Seigyoung, A., Smalley, K., Customer relationship dynamics: service Quality and customer loyalty in the context of varying levels of customer expertise And switching costs, Journal of the Academy of Marketing Science, 33, 2, 2005.
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Chervenak KA , Mc Cullough LB. Responsibility managing the medical schoolteaching hospital power relationship. A cad Med 2005; 80(7): 690-93
Cook, J., & Wall, T. (1980). New work attitude measures of trust, organizational commitment and personal need non-fulfillment, Journal of Occupational Psychology, 53, 39-52.
De Dreu, C.W.K. & van Dierendonck, D. & Dijkstra, M.T.M.(2004). Conflict at Work and Individual Well-Being. International Journal of Conflict Management, Vol. 15, pp. 6-26.
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Fornell, C., Wernerfelt, B., A model for customer compliant management, Marketing Science, 7(3), PP. 287-298, 1988.
Furumo, K. (2009). The impac of conflict and conflict management style on deadbeats and deserters in virtual teams, Journal of Computer Information Systems, 2, 66-73
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Gupta, B. and Sharam, N.K. (2008). Compliance with base of power and subordinates' Perception of superiors: Moderating effect of quality of interaction. Singapore management review, Vol. 30, No. 1, PP: 1-24
Haghighi Naseb, M. Heidarzadeh, K. and Shariatzadeh, H. (2010). Identification of Factors Affecting the Quality of Relation in the Industrial Crane Market in Iran. Journal Management Systme, 21, 3, 71-84. (In Persian).
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Johnson, M.D., Anderson, E.W., Fomell, C., Rational and adaptive performance expectations in a customer satisfaction framework, Journal of Consumer Research, 21, PP. 695-707, 1995.
Johnson. M. D., Fornell. ?., A framework for comparing customer satisfaction across individuals and product categories, Journal of Economic Psychology, 12, PP. 267-286, 1991.
Lewicki, R. McAllister, D.J., Bies, R.J. (1998), “Trust and distrust: new relationship and realities”, Academy of Management Review, Vol. 23, No.3, PP. 438-458.
Li, L. M., Impact of Marketing Strategy, Customer Perceived Value, Customer Satisfaction, Trust, and Commitment on Customer Loyalty, Degree of Doctor of Philosophy, Lynn University, 2011.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 30(3), 709–734
Mc Kenna, S. (2010), Organizational commitment in the small entrepreneurial business in Singapore, Cross Cultural Management, Vol.12, No.2.
McAllister, D.J. (1995), Affect- & cognition-based trust as foundations for interpersonal cooperation in organizations, Academy of Management Journal, 38(1), 24-59.
Meyer JP, Stanley DJ, Herscovitch L. (1989). Affective continuance and normative commitment to the organization: A meta-analysis of antecedents, correlates, and consequences. Journal of Vocational Behavior, 61, 20-52.
Moberg DJ, Velasquez M. The ethics of organizational politics. A cad Manage 1981; 6(3): 363-74
Morgan RM, Hunt SD. (1994), the commitment–trust theory of relationship marketing. Journal of Marketing; 58 July, PP: 20– 38.
Oliver, R. L., A Conceptual model of service quality and service satisfaction: Comparable goals, different concepts, In, Advances in Services Marketing and Management, Vol. 2, Schwartz, T.A., Brown, D.E. and Brown, S.W. (eds.), JAI Press, PP. 65-85, 1993.
Oliver, R. L., Bearden, W. O., The role of involvement in satisfaction processes, in Advances in Consumer Research, Ann Arbor, MI: Association for Consumer Research, 1983.
Oliver, R. L., Cognitive, affective, and attribute bases of the satisfaction response, Journal of Consumer Research, 20, 418. 1993.
Oliver, R. L., Whence customer loyalty, Journal of Marketing, 63, PP. 33-44,1999.
Oliver. R. L., Satisfaction: A behavioral perspective on the customer, New York, NY: Irwin/McGraw-Hill, 1997.
Pezeshki, M. (2007). Conceptology of Power: Foucault's Attitude to Power. Political Knowledge, 11, 33-45. (In Persian).
Pfeffer J. Power in Organizations. USA, Mass: Pitman Publishing; 1981, p.43.
Poon ML. Situational antecedents and outcomes of organizational politics perceptions. J Manage Psychol 2003; 18(2): 138-55.
Rahimnia, F., Hassanzadeh Jaleh, F. (2009). An Investigation into the moderating effect of organizational justice on the relationship between perception of the organization's political atmosphere and individuals’ communication apprehension. Journal of Transformation Management, 1, 2: 21-4(In Persian).
Rama Rao VS. Factors contributing to political behavior. http://www.citeman.com/3729- factors-contributing-to-political-behavior.html (accessed in 2012)
Rezaeian A. (2005). The Foundations of Organizational Behavior Management. Tehran: SAMT Publication. (In Persian).
Rezaeian, A. (2003), Organizational Behavior Management. Tehran: SAMT Publication. (In Persian).
Robbins. S. P, (2005), Essentials of organizational Behavior, Prentice Hall, 7/e.
Sarooqi, A. (2002). Organizational commitment and its relationship with the desire to leave the job. Public Administration Quarterly, 6, 4-8. (In Persian).
Sarrafpour, M. (2008). Power in the thought of Michel Foucault. Quarterly journal of political economy. (In Persian).
Seresh Jalil, R., Fayyazi, M. (2008). The Relationship between Power Perception and Organizational Politics with Staff Commitment and Performance. Humanities and Social Sciences Research Journal, “Management”, 8, 29, 73-96. (In Persian).
Tamosaitis, W.L. (2006); The Relationship between Employee Performance Ratings and the Three Components of Organizational Commitment for Technical Personnel in a Project Environment; Dissertation Abstract Ph.D. The University of Alabama
Verhoest, K. (2004). Effects of alimony, performance contracting and competition the performance of a public agency: a case study. Available at: WWW.Redova.com.
Wilson PA. A theory of power and polities and their effects on organizational commitment of, senior execution service members. J A dministrat Soci 1999; 31(1): 120-41
Yee, R., Yeung, A. & Edwin Cheng, T., (2009), An empirical study of employee loyalty, service quality and firm performance in the service industry, International Journal of Production Economics, Elsevier.
Zarei Matin, H. and Hassanzadeh, H. (2004). Intra-organizational trust and Review of the Current Status of Iran Executive Organizations. Management Culture, 7, 79-126. (In Persian).
Allen ,N.J .& Meuer J.P (1990). The measurement and antecedents effective continuance and normative commitement to the organization. Journal of Occupational Psychology,63,1-18.
Anonymous. Power and politics: A sia’s most popular collection of management case studies. http://www.icmrindia.org (accessed in 2012).
Arnott. C. (2007). Trust: current thinking & future research, European Journal of Marketing41 (9/10),981-987.
Aydin, S., Ozer, G., National customer satisfaction indices: an implementation in the Turkish mobile telephone market, Marketing Intelligence & Planning, Vol. 23, pp. 486-504, 2005.
Bell, S. J., Seigyoung, A., Smalley, K., Customer relationship dynamics: service Quality and customer loyalty in the context of varying levels of customer expertise And switching costs, Journal of the Academy of Marketing Science, 33, 2, 2005.
Blomqvist, K. and Pirjo Sthale (2000); Building Organization Trust ;Scandinavian Journal of Management, No. 20.
Boeyen, S. & Moses, T. (2003). Trust management in the publickey infrastructure, white paper, Entrust, Retried from: www.entrust.com /resources/download. cfm/21126/trustmodels.pdf? inline ¼ false
Burke, R.J. and Wilcox, D.S. (1997). Bases of supervisory power and subordinate job satisfaction. Canadian Journal of Behavioral Science.
Chervenak KA , Mc Cullough LB. Responsibility managing the medical schoolteaching hospital power relationship. A cad Med 2005; 80(7): 690-93
Cook, J., & Wall, T. (1980). New work attitude measures of trust, organizational commitment and personal need non-fulfillment, Journal of Occupational Psychology, 53, 39-52.
De Dreu, C.W.K. & van Dierendonck, D. & Dijkstra, M.T.M.(2004). Conflict at Work and Individual Well-Being. International Journal of Conflict Management, Vol. 15, pp. 6-26.
Dietz, G & Hartog, D. Den. (2006). Measuring turst inside organizations, Personnel Review, Volume.35, and Number 5.
Dubrin, A. J. (2004). Applying psychology, individual and organizational effectiveness, New Jersey, Pearson, Prentice Hall
Farrell D, Peterson JC. Patterns of political behavior in organizations. A cad Manage Rev 1982; 7(3): 403-12
Flynn j. Communicative power Habermas’s theory of democracy. Europ J Politic Theory 2004; 3(4): 433-34
Fornell, C., A National customer satisfaction barometer: The Swedish experience, Journal of Marketing, 56, PP. 6-21, 1992.
Fornell, C., Johnson, M.C., Anderson, E.W., Cha, J.? Bryant, B.E., The American Consumer Satisfaction Index: nature, purpose and findings, Journal of Marketing, Vol. 60, October, pp. 7-18, 1996.
Fornell, C., Wernerfelt, B., A model for customer compliant management, Marketing Science, 7(3), PP. 287-298, 1988.
Furumo, K. (2009). The impac of conflict and conflict management style on deadbeats and deserters in virtual teams, Journal of Computer Information Systems, 2, 66-73
Goltz SM. Considering political behaviors in organizations: Behavior Analyst Today. http://www.questia.com/library/1G1-170020744/considering-political-behavior-inorganizations (accessed in 2012)
Gregory, M., & Griffin Ricky W. (1997). Organizational Behavior; Managing People and Organizations.
Gupta, B. and Sharam, N.K. (2008). Compliance with base of power and subordinates' Perception of superiors: Moderating effect of quality of interaction. Singapore management review, Vol. 30, No. 1, PP: 1-24
Haghighi Naseb, M. Heidarzadeh, K. and Shariatzadeh, H. (2010). Identification of Factors Affecting the Quality of Relation in the Industrial Crane Market in Iran. Journal Management Systme, 21, 3, 71-84. (In Persian).
Hart, P., & Cooper, C. (2001) "Occupational stress: Toward a more integrative Framework". In N. Anderson, D. Ones, H. Sinangil, & C. Viswesvaran (Eds.), Handbook of industrial work and organizational psychology (pp. 91-114). Thousand Oaks, CA: Sage.
Heskett, J. L., Sasser, W. E., Hart, C. W. L., Service Breakthroughs: Changing the rules of the game,New York, NY: Free Press, 1990.
Johneston, R., Identify the critical determinants of service quality in retail banking: importance and effect, international journal of bank marketing, Vol.15, No, 4, pp.111-16, 1997.
Johnson, M. D., Customer satisfaction. In Smelser. N. J., & Baltes, P. B. (Eds.) International encyclopedia of the social and behavioral science, 3198-3202, 2001.
Johnson, M., Gustafsson, A., Andreassen, T.,Lervik, L., Cha, J., The evolution and futureof national customer satisfaction index models, Journal of Ecomonic Psychology, 22, pp. 217-245, 2001.
Johnson, M.D., Anderson, E.W., Fomell, C., Rational and adaptive performance expectations in a customer satisfaction framework, Journal of Consumer Research, 21, PP. 695-707, 1995.
Johnson. M. D., Fornell. ?., A framework for comparing customer satisfaction across individuals and product categories, Journal of Economic Psychology, 12, PP. 267-286, 1991.
Lewicki, R. McAllister, D.J., Bies, R.J. (1998), “Trust and distrust: new relationship and realities”, Academy of Management Review, Vol. 23, No.3, PP. 438-458.
Li, L. M., Impact of Marketing Strategy, Customer Perceived Value, Customer Satisfaction, Trust, and Commitment on Customer Loyalty, Degree of Doctor of Philosophy, Lynn University, 2011.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 30(3), 709–734
Mc Kenna, S. (2010), Organizational commitment in the small entrepreneurial business in Singapore, Cross Cultural Management, Vol.12, No.2.
McAllister, D.J. (1995), Affect- & cognition-based trust as foundations for interpersonal cooperation in organizations, Academy of Management Journal, 38(1), 24-59.
Meyer JP, Stanley DJ, Herscovitch L. (1989). Affective continuance and normative commitment to the organization: A meta-analysis of antecedents, correlates, and consequences. Journal of Vocational Behavior, 61, 20-52.
Moberg DJ, Velasquez M. The ethics of organizational politics. A cad Manage 1981; 6(3): 363-74
Morgan RM, Hunt SD. (1994), the commitment–trust theory of relationship marketing. Journal of Marketing; 58 July, PP: 20– 38.
Oliver, R. L., A Conceptual model of service quality and service satisfaction: Comparable goals, different concepts, In, Advances in Services Marketing and Management, Vol. 2, Schwartz, T.A., Brown, D.E. and Brown, S.W. (eds.), JAI Press, PP. 65-85, 1993.
Oliver, R. L., Bearden, W. O., The role of involvement in satisfaction processes, in Advances in Consumer Research, Ann Arbor, MI: Association for Consumer Research, 1983.
Oliver, R. L., Cognitive, affective, and attribute bases of the satisfaction response, Journal of Consumer Research, 20, 418. 1993.
Oliver, R. L., Whence customer loyalty, Journal of Marketing, 63, PP. 33-44,1999.
Oliver. R. L., Satisfaction: A behavioral perspective on the customer, New York, NY: Irwin/McGraw-Hill, 1997.
Pezeshki, M. (2007). Conceptology of Power: Foucault's Attitude to Power. Political Knowledge, 11, 33-45. (In Persian).
Pfeffer J. Power in Organizations. USA, Mass: Pitman Publishing; 1981, p.43.
Poon ML. Situational antecedents and outcomes of organizational politics perceptions. J Manage Psychol 2003; 18(2): 138-55.
Rahimnia, F., Hassanzadeh Jaleh, F. (2009). An Investigation into the moderating effect of organizational justice on the relationship between perception of the organization's political atmosphere and individuals’ communication apprehension. Journal of Transformation Management, 1, 2: 21-4(In Persian).
Rama Rao VS. Factors contributing to political behavior. http://www.citeman.com/3729- factors-contributing-to-political-behavior.html (accessed in 2012)
Rezaeian A. (2005). The Foundations of Organizational Behavior Management. Tehran: SAMT Publication. (In Persian).
Rezaeian, A. (2003), Organizational Behavior Management. Tehran: SAMT Publication. (In Persian).
Robbins. S. P, (2005), Essentials of organizational Behavior, Prentice Hall, 7/e.
Sarooqi, A. (2002). Organizational commitment and its relationship with the desire to leave the job. Public Administration Quarterly, 6, 4-8. (In Persian).
Sarrafpour, M. (2008). Power in the thought of Michel Foucault. Quarterly journal of political economy. (In Persian).
Seresh Jalil, R., Fayyazi, M. (2008). The Relationship between Power Perception and Organizational Politics with Staff Commitment and Performance. Humanities and Social Sciences Research Journal, “Management”, 8, 29, 73-96. (In Persian).
Tamosaitis, W.L. (2006); The Relationship between Employee Performance Ratings and the Three Components of Organizational Commitment for Technical Personnel in a Project Environment; Dissertation Abstract Ph.D. The University of Alabama
Verhoest, K. (2004). Effects of alimony, performance contracting and competition the performance of a public agency: a case study. Available at: WWW.Redova.com.
Wilson PA. A theory of power and polities and their effects on organizational commitment of, senior execution service members. J A dministrat Soci 1999; 31(1): 120-41
Yee, R., Yeung, A. & Edwin Cheng, T., (2009), An empirical study of employee loyalty, service quality and firm performance in the service industry, International Journal of Production Economics, Elsevier.
Zarei Matin, H. and Hassanzadeh, H. (2004). Intra-organizational trust and Review of the Current Status of Iran Executive Organizations. Management Culture, 7, 79-126. (In Persian).
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2018-10-30
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Fakhravar, S. (2018). Una investigación sobre el efecto de los componentes eléctricos en la confianza y el compromiso entre proveedores y clientes (con efecto intermedio de conflicto y satisfacción): un estudio de caso múltiple de empresas industriales del parque industrial de. Amazonia Investiga, 7(16), 147–166. Recuperado a partir de https://amazoniainvestiga.info/index.php/amazonia/article/view/390
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