Purpose – The aim of the paper is to define the role of trust and reliance in business relationships. Design/methodology/approach – After this paper identifies gaps in the literature, a conceptual model is developed, and its implications analyzed and discussed. Findings – One of the...

This study introduces the concept of relational attractiveness of the customer (RAC) which is defined as the attitude of the supplier towards the customer firm in order to maintain and/or to improve an existing business relationship. Social Exchange Theory explains relational exchanges in...

Purpose – The purpose of this paper is to gain a deeper understanding of the attributes of effective complaint management in business‐to‐business relationships, and to reveal the underlying benefits that buying organizations are looking for when complaining. Design/methodology/approach –...