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Abstract

This study investigates the interaction between trust, social control, output control, and perceived performance (measured as the buyer's satisfaction) for the relationship of pharmacies with their primary drug wholesalers, where both parties are SMEs.A model generated by qualitative analysis is tested with survey data from 360 Turkish pharmacies.The results suggest a positive association between trust and social control and a negative association between trust and output control, in addition to a substitutive relationship between trust and output control regarding perceived performance.A positive association is found between social control and perceived performance, but output control seems to have no effect on the latter. Finally, output control and social control are negatively associated with each other and have a substitutive relationship while predicting perceived performance. While focusing on small businesses in a service industry, the study contributes to the general debates on the interrelationships of trust, control, and partnership performance.

Cette étude examine l'interaction existant entre la confiance, le contrôle social, le contrôle de production et le rendement perçu (mesuré en degré de satisfaction de l'acheteur) dans le cadre de la relation entre les pharmacies et leurs principaux grossistes de produits pharmaceutiques, quand les deux parties sont des PME. Les résultats obtenus — suite à la création d'un modèle par analyse qualitative et à sa mise à l'épreuve en s'appuyant sur des données d'enquête fournies par 360 pharmacies turques interrogées - indiquent une association positive entre la confiance et le contrôle social. Par contre, elle laisse entrevoir une association négative entre la confiance et le contrôle de production, ainsi qu'une relation substitutive entre la confiance et le contrôle de la production quant au rendement perçu. De plus, on constate une association positive entre le contrôle social et le rendement perçu, mais le contrôle de production ne semble avoir aucun impact sur ce dernier. Pour terminer, nous remarquons que le contrôle de production et le contrôle social sont négativement associés et qu'ils ont une relation substitutive en ce qui concerne la prédiction du rendement perçu. Bien que l'étude soit axée sur les petites entreprises du secteur industriel, elle n'en contribue pas moins aux débats généraux sur les relations de confiance, le contrôle et le rendement perçu.

Este estudio investiga la interacción entre la confianza, el control social, el control de producción y el desempeño percibido (medido por la satisfacción del comprador) respecto a las relaciones entre las farmacias y sus principales mayoristas de productos farmacéuticos, cuando las dos partes son PYME. Un modelo generado por análisis cualitativo se prueba con datos de una encuesta de 360 farmacias turcas. Los resultados indican una asociación positiva entre la confianza y el control social y una asociación negativa entre la confianza y el control de producción, así como una relación sustitutiva entre la confianza y el control de producción en cuanto al desempeño percibido, pero el control de producción no parece tener efecto en este último. Finalmente, el control de producción y el control social están asociados negativamente y tienen una relación sustitutiva en la previsión del desempeño percibido.Aunque el estudio se centra en las pequeñas empresas del sector terciario, contribuye igualmente a los debates generales sobre las interrelaciones entre la confianza, el control y el desempeño social.

Diese Studie untersucht das Zusammenspiel von Vertrauen, sozialer Kontrolle, Ertragskontrolle und subjektiven Beziehungen (gemessen an der Zufriedenheit des Käufers) in den Beziehungen zwischen Apotheken und ihren wichtigsten Arznei-Großhändlern, wobei beide Parteien zu den kleinen und mittleren Unternehmen zählen. Ein Modell aus qualitativer Analyse anhand von Umfragedaten von 360 türkischen Apotheken geprüft. Die Ergebnisse zeigen eine positive Verknüpfung von Vertrauen und sozialer Kontrolle und eine negative Verknüpfung von Vertrauen und Ertragskontrolle zusätzlich zu einer substitutiven Beziehung zwischen Vertrauen und Ertragskontrolle im Bezug auf wahrgenommenen Erfolg. Eine positive Assoziierung besteht zwischen sozialer Kontrolle und wahrgenommenem Erfolg, die Ertragskontrolle scheint jedoch keine Auswirkungen auf letzteres zu haben. Letztendlich scheinen Ertragskontrolle und soziale Kontrolle negativ miteinander verknüpft zu sein und eine substitutive Beziehung bei der Berechnung der Erfolgswahrnehmung zu haben. Obwohl wir uns hier auf Kleinunternehmen konzentriert haben, trägt die Studie zu den allgemeinen Diskussionen über das Zusammenspiel von Vertrauen, Kontrolle und dem Erfolg von Partnerschaften bei.

Keywords

buyer—supplier relationships control developing country drug wholesalers perceived performance pharmacies satisfaction small businesses trust Turkey

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Revisiting Trust and Control

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