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| A Study of the Determinants of Business Relationship Termination Intention: From Seller’s Perspective in B2B Context |
| ZHANG Jing，HE Shuang，JIANG Yanxin |
| ZHANG Jing，HE Shuang，JIANG Yanxin |
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Abstract This study puts forward theoretical framework and presents research hypotheses based on case studies, and then empirically explores the determinants of customer relationship termination intention of industrial firms by questionnaire survey. The research finds that customer relationship termination intention is determined by factors from three different kinds of sources. Firstly, (dis)trust towards the customer, as a critical internal factor, exerts influential impacts upon customer relationship termination intention. To put it further, communication barrier, customer opportunist behavior and contract implementation capability are antecedents of distrust perception of the seller firm. Secondly, from inter-organizational perspective, relationship management capability negatively impacts customer relationship termination intention, while relationship coordination cost has positive impact upon this intention. Thirdly, alternative firms’ attractiveness, as an external antecedent, will stimulate firms to consider ending cooperative relationship with current customers. This study makes significant theoretical contributions to literature of inter-organizational relationship (particularly customer relationship) management.
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Received: 12 August 2015
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2016, Vol. 13 
