Organizational drivers of relationship trust: An investigation of Australian service exporters

Abstract

Trust has been extensively researched in the business-to-business relationship literature, and is considered a critical factor in fostering optimal relationships between a firm and its business partners. Research into determinants of inter-organizational trust in an international service setting, however, has been very limited. This study investigates firm-specific drivers of relationship trust between service exporters and their overseas customers. We collected data from 254 service exporters in Australia. Research findings indicate that international experience, resource commitment, and management commitment can significantly influence the level of trust in the cross-border relationships between service exporters and their overseas customers. Our research enriches international business literature, particularly the export marketing and business-to-business relationship streams, and provides important implications for international business practitioners.