The Moderating Effect of Knowledge Transfer on Satisfaction-Performance Relationship

Bahtışen Kavak, Ayşegül Ermeç Sertoğlu, Öznur Özkan Tektaş


The purpose of this research is to examine the effect of satisfaction, with its basic antecedents of trust and conflict, on firm performance and to test the moderating effect of dyadic knowledge transfer on the satisfaction and performance relationship. A survey was applied to 193 participants working in medium and small-sized firms, operating in an Organized Industrial Region in Ankara- Turkey. Since measurement items were adapted from different studies, CFA was conducted to test discriminant and convergent validity and the hypothesized paths were tested using LISREL 8.3. The findings reveal that conflict and trust explain 76% of the satisfaction; and satisfaction itself explains 44% of the firm performance. As expected, both trust and conflict are proved to be the two indicators of satisfaction. Besides, we found significantly positive effect of satisfaction on firm performance. According to hierarchical moderated regression analysis results, conducted to test moderating effect of knowledge transfer for the whole sample, the interaction of satisfaction and dyadic knowledge transfer imposed negative, insignificant effect on firm performance, hence, hypothesis (H4) is not supported. Further analysis was conducted by dichotomizing the sample according to knowledge transfer, and research model was tested for each group. The effect of satisfaction on firm performance is found to be significant only when the dyadic knowledge transfer between firms is low, while the effect of is still insignificant when the level of knowledge transfer is high, providing a partial support for H4.   


Channel member satisfaction, conflict, firm performance, knowledge transfer, trust.

Full Text:



Andaleeb, S. S., (1996). An experimental investigation of satisfaction and commitment in marketing channels: the role of trust and dependence. Journal of Retailing, 72 (1): 77-93.

Anderson, J.C. and Narus, J.A., (1990). A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing (January): 42-58.

Anderson, E. and Weitz, B., (1989). Determinants of continuity in conventional industrial channel dyads. Marketing Science, 8(4): 310-323.

Baron, R. M. and Kenny, D. A., (1986). The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51: 1173-1182.

Bresman, H., Birkinshaw, J. and Nobel, R., (1999). Knowledge transfer in international acquisitions. Journal of International Business Studies, 30(3): 439−462.

Brown, J.R, Lusch, R.F. and Nicholson, C.Y., (1995). Power and relationship commitment: their impact on marketing channel member performance. Journal of Retailing, 71 (4): 363-392.

Brown, J.R., Lusch, R.F. and Smith, L.P., (1991). Conflict and satisfaction in an industrial channel of distribution. International Journal of Physical Distribution and Materials Management, 21 (6): 15-26.

Bruns, W.J.- Jr and McFarlan, F.W., (1987). Information technology puts power in control systems. Harvard Business Review, 65 (September/October): 89-94.

Child, J., (1974). What determines organizational performance? The universals vs. it-alldepends. Organization Dynamics, 3, Summer: 2-18.

Dhanaraj, C., Lyles, M. A., Steensma, H.K. and Tihanyi, L., (2004). Managing tacit and explicit knowledge transfer in IJVs: the role of relational embeddedness and the impact on performance. Journal of International Business Studies, 35: 428-442.

Duarte, M. and Davies, G., (2004). Trust as a mediator of channel power. Journal of Marketing Channels, 11(2/3): 77-102.

Dwyer, F.R., (1980). Channel-member satisfaction: laboratory insights. Journal of Retailing, 56(2): 45–65.

Dwyer, F. R., Schurr, P.H. and Oh, S., (1987). Developing buyer-seller relationships. Journal of Marketing, 51 (April): 11-27.

Etgar, M., (1979). Sources and types of intrachannel conflict. Journal of Retailing, 55(1): 382-390.

Frazier, G. L., Gill, J. D. and Kale, S.H., (1989). Dealer dependence levels and reciprocal actions in a channel of distribution in a developing country. Journal of Marketing, 53 (January): 50-69.

Ganesan, S., (1994). Determinants of long-term orientation in buyer–seller relationships. Journal of Marketing, 58(April): 1–19.

Gaski, J.F. and Nevin, J.R., (1985). The differential effects of exercised and unexercised power sources in a marketing channel. Journal of Marketing Research, 22 (May): 130−142.

Gaski, J.F., (1984). The theory of power and conflict in channels of distribution. Journal of Marketing, 48 (Summer): 9-29.

Geyskens, I. and Steenkamp, J.-B.E.M., (1995). An investigation into the joint effects of trust and interdependence on relationship commitment. In: Proceedings of the 24th Annual Conference of the European Marketing Academy: 351–371.

Geyskens, I. and Steenkamp, J.-B.E.M., (2000). Economic and social satisfaction: measurement and relevance to marketing channel relationships. Journal of Retailing, 76(1): 11−32.

Geyskens, I., Steenkamp, J.-B.E.M. and Kumar, N., (1998). Generalizations about trust in marketing channel relationships using meta-analysis. International Journal of Research in Marketing, 15: 223–248.

Geykens, I., Steenkamp, J.-B.E.M. and Kumar, N., (1999). A meta-analysis of satisfaction in marketing channel relationships. Journal of Marketing Research, 36: 223–238.

Glazer, K., (1991). Marketing in an information-intensive environment: strategic implications of knowledge as an asset. Journal of Marketing, 55(4): 1-19.

Goldman, R.M., (1966). A theory of conflict processes and organizational offices. Journal of Conflict Resolution: 328-343.

Griffith, D. A., Zeybek, A. Y. and O'Brien, M., (2001). Knowledge transfer as a means for relationship development: a Kazakhstan-foreign international joint venture illustration. Journal of International Marketing, 9(2): 1−18.

Hair, J. F., Anderson, R.E., Tahtam, R.L. and Black, W.C., (1998). Multivariate Data Analysis. Prentice Hall, 5th Edition.

Hernandez-Espallardo, M. and Arcas-Lario, N., (2008). Outcome- and behaviour-control in distribution partnerships: the role of trust and dependence and their effects on performance. The International Review of Retail, Distribution and Consumer Research, 18(1) (February): 63–86.

Hunt, K. A., (1995). The relationship between channel conflict and information processing. Journal of Retailing, 71(4): 417-436.

Hunt, S.D. and Nevin, J.R., (1974). Power in a channel of distribution: sources and consequences. Journal of Marketing Research, 2 (May): 186-193.

Inkpen, A. C. and Tsang, E.W.K., (2005). Social capital, networks and knowledge transfer. Academy of Management Review, 30(1): 146−165.

İşçimen, E., (2007). Antecedents of buyer’s trust in marketing channels and an implementation in Turkish valve market. Unpublished master's thesis Marmara University, Institute of Social Sciences, İstanbul.

Johanson, J. and Mattsson. L.-G., (1985). Marketing investments and market investments in industrial Networks. International Journal of Research in Marketing, 2 (3): 185-195.

Joshi, A. W., (2009). Continuous supplier performance improvement: effects of collaborative communication and control. Journal of Marketing, 73(January): 133-150.

Jöreskog, K. G. and Sörbom, D., (1993). LISREL8: Structural equation modelling with the SIMPLIS command language. Hillsdale, NJ: Erlbaum.

Kotabe, M., Martin, X. and Domoto, H., (2003). Gaining from vertical partnerships: knowledge transfer, relationship duration, and supplier performance development in the U.S and Japanese automotive industries. Strategic Management Journal, 24(4): 293−316.

Kulp, S. C., Lee, H. L. and Ofek, E., (2004). Manufacturer benefits from information integration with retail customers. Management Science, 50 (4) (April): 431-444.

Kumar, N., Stern, L.W. and Achrol, R. S., (1992). Assessing reseller performance from the perspective of the supplier. Journal of Marketing Research, 29 (May): 238-253.

Lai,C.-S., (2007). The effects of influence strategies on dealer satisfaction and performance in Taiwan's motor industry. Industrial Marketing Management, 36: 518–527.

Lakshman, C. and Parente, R.C., (2008). Supplier-focused knowledge management in the automobile industry and its implications for product performance. Journal of Management Studies, 45(2) (March): 317-342.

Lewis, M. C. and Lambert, D. M., (1991). A model of channel member performance, dependence, and satisfaction. Journal of Retailing, 67 (2): 205 – 225.

Liu, Y., Li, Y. and Xue, J., (2009). Transfer of market knowledge in a channel relationship: impacts of attitudinal commitment and satisfaction. Industrial Marketing Management, 39 (2) (February): 229-239.

Lusch, R. F., (1976). Channel conflict: its impact on retailer operating performance. Journal of Retailing, 52: 89–90.

Mack, R. W. and Snyder, R.C., (1957). The analysis of social conflict--toward an overview and synthesis. Conflict Resolution: 212-248.

Mangin, J-P.L., Koplyay, T. and Calmès, C., (2008). The moderator effect of communication in marketing channels of distribution; the case of car’s industry in Canada. International Advances in Economic Research, 14: 48–64.

McMahon, J.T. and Perritt, G.W., (1973). Toward a contingency theory of organizational control. Academy of Management Journal, 16 (4): 624-635.

Morgan, R. M. and Hunt, S.D., (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58 (July): 20-38.

Nunnally, J. C. and Bernstein, I. H., (1994). Psychometric theory. New York: McGraw-Hall.

Payan, J.M. and McFarland, R.G., (2005). Decomposing influence strategies: argument structure and dependence as determinants of the effectiveness of influence strategies in gaining channel member compliance. Journal of Marketing, 69 (3): 66–79.

Perry, M.A.T., (2001). Channel member conflict and performance: a proposed model and research agenda. The International Review of Retailing, Distribution and Consumer Research, 1(2): 233 – 252.

Pettit, J.D., Goris, J. R. and Vaught, B.C., (1997). An examination of organizational communication as a moderator of the relationship between job performance and job satisfaction. The Journal of Business Communication, 34 (1) (January): 81-98.

Ping, Jr R.A., (2003). Antecedents of satisfaction in a marketing channel. Journal of Retailing, 79 (4): 237–248.

Porterfield, T. E., (2008). Diversity in business-to-business information exchange: an empirical analysis of manufacturers and their trading partners. Transportation Journal, Summer: 36-47.

Razzaque, M. A. and Boon, T. G., (2003). Effects of dependence and trust on channel satisfaction, commitment and cooperation. Journal of Business-to-Business Marketing, 10(4): 23-48.

Robicheaux, R. A. and El-Ansary, A. I., (1975-76). A general model for understanding channel member behavior. Journal of Retailing, 52 (4): 13-94.

Rodrı´guez, I.R. del B., Agudo, J. C. and Gutie´rrez, H.S.M., (2006). Determinants of economic and social satisfaction in manufacturer–distributor relationships. Industrial Marketing Management, 35: 666 – 675.

Rosenberg, L. J. and Stern, L.W., (1970). Toward the analysis of conflict in distribution channels: a descriptive model. The Journal of Marketing: 40-46.

Rosenberg, L. J. and Stern, L.W., (1971). Conflict measurement in the distribution channel. Journal of Marketing Research, 8 (November): 437-442.

Rosenbloom, B., (1973), Conflict and channel efficiency: some conceptual models for the decision maker. Journal of Marketing, 37 (July): 26-30.

Sashi, C.M., (2009). Conflict resolution strategies and marketing channel relationships: framework and research propositions. Journal of Global Business Management, 5(1): 63-169.

Scheer, L.K. and Stern, L.W., (1992). The effect of influence type and performance outcomes on attitude toward the influencer. Journal of Marketing Research, 29 (February): 128–142.

Schlegelmilch, B. B. and Penz, E., (2002). Knowledge management in marketing. The Marketing Review, 3(1): 5−19.

Schul, P.L., Little, T. E. and Pride, W. M., (1985). Channel climate: its impact on channel members' satisfaction. Journal of Retailing, 61 (2) (Summer): 9-38.

Schwab, D. P. and Cummings, L. L., (1970). Theories of performance and satisfaction: a review. Industrial Relations, 9: 408-430.

Skinner, S. J., Gassenheimer, J. B. and Kelley, S. W., (1992). Cooperation in supplier-dealer relations. Journal of Retailing, 68 (2): 174-192.

Stank, T. P, Daugherty, P. J. and Ellinger, A. E., (1996a). Information exchange: responsiveness and logistics provider performance. The International Journal of Logistics Management, 7 (2): 43-57.

Stank, T.P., Emmelhainz, M. A. and Daugherty, P. J., (1996b). The impact of information on supplier performance. Journal of Marketing Theory and Practice, (Fall): 94-105.

Stern, L. and El-Ansary, A.I., (1977). Marketing channel. Englewood Cliffs, NJ: Prentice-Hall, Inc.

Valos, M. J. and Vocino, A., (2006). An integrative marketing channel performance measurement framework. Journal of Database Marketing & Customer Strategy Management, 14 (1): 17-28.

Vlachos, I.P. and Bourlakis, M., (2006). Supply chain collaboration between retailers and manufacturers: do they trust each other?. Supply Chain Forum, 7 (1): 70-80.

Wang, G. and Olsen, J. E., (2002). Knowledge, performance, and exporter satisfaction: an exploratory study. Journal of Global Marketing, 15(3/4): 39-64.

Whipple, J. M., Frankel, R. and Daugherty, P. J., (2002). Information support for alliances: performance implications. Journal of Business Logistics, 23(2): 67-82.

Wilkinson, I. F., (1981). Power, conflict and satisfaction in distribution channels- an empirical study. International Journal of Pyhsical Distribution and Materials Management, 11: 20-30.

Zaheer, A., Mcevily, B. and Perrone, V., (1998). Does trust matter? Exploring the effects of interorganizational and interpersonal trust on performance. Organization Science, 9 (2) (March-April): 141-159.



  • There are currently no refbacks.

Copyright (c) 2016 Bahtışen Kavak, Ayşegül Ermeç Sertoğlu, Öznur Özkan Tektaş


Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.


If you find difficulties in submitting manuscript please forward your doc file to Our support team will assist you in submission process and other technical matters.

In order to get notifications on inbox please add  this domain in your email safe list.

International journal of business and social research (Print)
ISSN 2164-2540

International journal of business and social research (Online)
ISSN 2164-2559

[International Journal of Business and Social Research (IJBSR) previously published by MIR Center for Socio-Economic Research, MD, USA. From February 2018 this journal is published by the LAR Center Press, OR, USA]