The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context
Abstract
Purpose: The aim of this article is to provide an understanding of how satisfaction, quality, and value affect repurchase and positive word‐of‐mouth in a business‐to‐business (B2B) setting. Most previous studies in this area apply to business‐to‐consumer (B2C) situations. Design/methodology/approach: A survey of 382 users of freight services was undertaken in the USA. An exploratory pilot study was undertaken to gain a better understanding of these users and to test the research instrument. Structural equation modeling was used to test the constructs. Findings: The results showing the best‐fit model identified a number of relationships that were unexpected. These are discussed in detail. Practical implications: Managers have a model, survey instrument and methodology that service firms can use to establish what they are doing right or wrong to retain customers. Managers are also given guidelines on how to increase customer satisfaction in B2B services. Originality/value: This paper deals with these constructs in a B2B service environment.
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Citations
Cites
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study
Hallowell, R. (1996) · International Journal of Service Industry Management · doi:10.1108/09564239610129931 · Cited by 1,862
Harrison-Walker, L. J. (2001) · Journal of Service Research · doi:10.1177/109467050141006 · Cited by 1,583 · cited 1×
“Services are natural candidates for this form of communication because they are difficult to evaluate prior to purchase, and are perceived as high risk ( Harrison-Walker, 2001”
BackgroundDefensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
Fornell, C., & Wernerfelt, B. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400401 · Cited by 1,395
Metadata
- Authors
- Molinari, L. K., Abratt, R., & Dion, P.
- Venue
- Journal of Services Marketing
- Publisher
- Emerald
- Published
- 2008-08-01
- Volume
- 22
- Issue
- 5
- Pages
- 363-373
- ISSN
- 0887-6045 (ISSN-L)
- OpenAlex
- W2010645841
- Cited by
- 281
- References
- 7
- FWCI
- 16.93
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
