develop a viable digital strategy and an approach to refine the digital strategy periodically.

• Perceived ease of use will influence perceived usefulness of e-marketplaces
• Trust and relationshal  embeddedness impact the  relationship performance

(included qualitative and quantitative surveys.

• The results indicate satisfactory psychometric properties of the new Affective Trust Scale (ATS).
• It demonstrates the scale’s measurement invariance across business sectors. The research confirms the importance of affective aspects of trust and supports the reliability and validity of the measure.
• Nomological validity assessment of the scale shows that sentiment of security-based trust impacts investment in business relationships.

• This study provides empirical support for the amalgamation of well-established individual dimensions (trust, satisfaction and commitment) into broader, more holistic dimensions as drivers of long-term relationship building.
• B2B banking clients participating in this study appeared to regroup individual dimensions, in a heuristic fashion, to form new dimensions that influenced their attitude towards staying in a B2B relationship and it depends on Exchange partners for the success of the relationship

Terblanche, and Boshoff (2013)

approximately 400 purchasing managers operating in a B2B e-marketplace.

• Relationship performance is a high-order concept, composed of several distinct, yet related, dimensions: (1) relationship policies and practices, (2) relationship commitment; (3) trust in the relationship, (4) mutual cooperation; and (5) relationship satisfaction.
• Findings reveal that the B2B-RELPERF scale relates positively and significantly with customer loyalty.

Lancastre and Lages (2008)

• This study supports the importance of RQ in increasing customer loyalty.
• Overall, to maintain customer loyalty to the service provider, it is recommended that a service provider enhance all three aspects of RQ which are trust, commitment, and satisfaction.

• The more the client trusts the service provider, the more affectively committed to the provider the customer becomes.
• The greater the customer’s affective commitment in the relationship, the more the customer will be inclined to remain in the relationship.
• The higher the perceived quality of the service offered by the service provider, the more the client will trust the provider.

• Resource dependence, trust, and relationship commitment are positively related to the continuity of the cooperative electronic relationship.
• Communication has a positive impact on trust which in turn has an impact on relationship performance

• The study shows that reliability/ fulfilment and non-deception are the most effective relationship-building dimensions.
• In B2B, RQ has a positive effect on buyer repurchase intentions and loyalty.

• RQ, defined as a higher-order construct of cooperation, adaptation, and atmosphere, has a positive impact on service quality.
• Four groups of variables were identified that describe and influence the interaction between buyers and sellers.

• Interaction, and benevolence are positive drivers of RQ. Relationship value mediates the relationship between RQ, loyalty, and willingness-to-pay premium price.
• The mediating role of relationship value is only significant in high-risk situations.
• The mediating role of relationship value on loyalty is significant regardless of relationship duration.

at both small business and large enterprise-level in the UK.

• Co-creation is identified as an important antecedent of trust in B2B relationships.
• The two most important antecedents of trust in a B2B relationship are co-creation and integrity.
• Buyer business experience moderates the relationship between co-creation and trust.

theory, Dennis media synchronicity theory

design industry.

• The study indicates that personal communication has a stronger positive association than digital communication with dyadic contact (buyer and supplier contacts), social interaction, and reciprocal feedback, but a weaker positive association than digital with rationality.
• Digital communication has a stronger positive association than impersonal communication with dyadic contact,

rationality, and reciprocal feedback, but a weaker positive association than impersonal with social interaction.

197 Spanish e-marketplace selling-side users.

• The results indicated that satisfaction had no direct impact on client loyalty, but that the e-marketplace’s image and user-perceived quality and value are antecedents of its clients’ loyalty.

RQ effects, interactions and relationship development through firm attributes

Spain (Valencia, Catalonia and Madrid).

• Trust has a direct, positive effect on commitment. However, the greater trust would not increase loyalty but commitment does thus the effect of trust on loyalty is only indirect through the effect it has on commitment.
• Loyalty was also positively affected by satisfaction with the supplier

• The study found that customer relationship specific investment, social bonding, relationship termination costs and customer expertise have effects on calculative and affective commitments via dependence and trust.
• It also shows that interaction satisfaction strengthens the positive effect of dependence on calculative commitment and the positive effect of trust on affective commitment.
• It suggests dependence and trust are mediators by which to understand the complicated relationship between buyers and sellers.

• The paper confirms the influence of perceived value, switching costs and RQ (satisfaction, trust and affective commitment) on relationship strength.
• RQ mediates the influence that perceived value has on relationship strength

• Results indicate that corporate reputation has a positive influence on both customer trust and customer identification.
• Customer commitment mediates the relationships between the two relational constructs (customer trust and customer identification) and behavioral intentions.
• Customer identification and customer commitment relate closely,

but they are distinct constructs in the B2B setting.

a Portuguese hotel chain in a B2B services context.

• Customer commitment directly drives a seller’s share of the business, and simultaneous interrelated changes in customer trust and satisfaction, as

well as customer perceptions of relational value, drive customer commitment, and so exert indirect effects on performance.

• The model that proposes that a seller’s performance is strengthened by simultaneous interrelated improvements in customer trust, satisfaction, and commitment

• The strategic mediating role of RQ relative to the key relational variables and both actual sales and recommendation intention is demonstrated

• The results suggest that the value generated from interfirm relationships derives not only from the quality of customer ties (e.g., trust, commitment, norms), as is typically modelled, but also from the number and decision-making capability of interfirm contacts and the interactions among relational drivers.
• Moderator analysis of customer characteristics suggests that increasing contact density benefits sellers that have customers with high employee turnover rates, whereas building relationships with key decisions makers generate the highest returns among customers that are more difficult to access

20 firms in Quebec, Canada, and 10 in France

• Long-term relationships between a professional consulting firm and its clients depend on the proper management of the relationship before, during, and after the project encounter.