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 –...

Purpose – There is conflicting evidence of the extent to which business relationships in the UK construction industry are based on trust between closely collaborating parties or alternatively are more adversarial in nature, based on dependence between the parties. This study seeks to provide...

Purpose – The purpose of this paper is to investigate the levels of trust and reliance in different international business markets. The paper aims to obtain empirical evidence regarding the importance of relational aspects (trust) vis‐à‐vis organisational ones (reliance) for building...

Purpose – To overcome the limitations of applying trust in interorganizational relationships, this paper aims to investigate the significant role of interorganizational reliance in business relationships and develop an original scale to measure this new construct. Design/methodology/approach...

Companies face difficult decisions regarding their management of business relationships; how much resource should they commit, when and with whom? The decisions managers make about these issues provide a ‘frame’ for their business relationships and thus a structure for their surrounding...