Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context

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 const...

[1]  Richard A. Spreng,et al.  Modeling the determinants of customer satisfaction for business-to-business professional services , 1997 .

[2]  A. Woodside,et al.  Linking service quality, customer satisfaction, and behavioral intention. , 1989, Journal of health care marketing.

[3]  S. Swanson,et al.  The relationship of differential loci with perceived quality and behavioral intentions , 2003 .

[4]  James L. Heskett,et al.  Service Breakthroughs: Changing the Rules of the Game (Прорыв в сфере услуг: изменение правил игры) , 1990 .

[5]  Lesley White,et al.  Switching barriers in business‐to‐business services: a qualitative study , 2006 .

[6]  A. Parasuraman,et al.  The Behavioral Consequences of Service Quality , 1996 .

[7]  B. Wernerfelt,et al.  Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis , 1987 .

[8]  Steven A. Taylor,et al.  Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality , 1994 .

[9]  L. J. Harrison‐Walker.  The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents , 2001 .

[10]  Venkatesh Shankar,et al.  Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context , 2004 .

[11]  J. E. Swan,et al.  Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. , 1989 .

[12]  E. Anderson,et al.  The Antecedents and Consequences of Customer Satisfaction for Firms , 1993 .

[13]  A. Parasuraman,et al.  Reassessment of expectations as a comparison standard in measuring service quality: Implications , 1994 .

[14]  R. Rust,et al.  Return on Quality (ROQ): Making Service Quality Financially Accountable , 1995 .

[15]  N. Paparoidamis,et al.  Service quality and marketing performance in business‐to‐business markets: exploring the mediating role of client satisfaction , 2004 .

[16]  Claes Fornell,et al.  A Model for Customer Complaint Management , 1988 .

[17]  S. Gounaris.  Measuring service quality in b2b services: an evaluation of the SERVQUAL scale vis‐à‐vis the INDSERV scale , 2005 .

[18]  R. B. Woodruff,et al.  Expectations and norms in models of consumer satisfaction. , 1987 .

[19]  Stephen W. Brown,et al.  Consumer satisfaction and perceived quality: Complementary or divergent constructs? , 1994 .

[20]  Cornelia Dröge,et al.  The role of competitive alternatives in the postchoice satisfaction formation process , 1997 .

[21]  V. Zeithaml.  Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence: , 1988 .

[22]  Paul G. Patterson,et al.  A Contingency Approach to Modeling Satisfaction with Management Consulting Services , 2000 .

[23]  Robert E. Markland,et al.  The Performance Implications of Media Richness in a Business-to-Business Service Environment: Direct Versus Indirect Effects , 2004, Manag. Sci..

[24]  Christian Homburg,et al.  Customer satisfaction in industrial markets: dimensional and multiple role issues , 2001 .

[25]  Richard A. Spreng,et al.  A desires congruency model of consumer satisfaction , 1993 .

[26]  R. Rust,et al.  Why Improving Quality Doesn't Improve Quality (or Whatever Happened to Marketing?) , 1993 .

[27]  P. Patterson.  A contingency model of behavioural intentions in a services context , 2004 .

[28]  Benjamin Schneider,et al.  Winning the service game , 1995 .

[29]  Michael H. Morris,et al.  Satisfying customer expectations: The effect on conflict and repurchase intentions in industrial marketing channels , 1989 .

[30]  Drago Dubrovski.  The role of customer satisfaction in achieving business excellence , 2001 .

[31]  Prashanth U. Nyer.  A study of the relationships between cognitive appraisals and consumption emotions , 1997 .

[32]  F. F. Reichheld,et al.  Zero defections: quality comes to services. , 1990, Harvard business review.

[33]  C. Fornell,et al.  Customer Satisfaction, Market Share, and Profitability: Findings from Sweden , 1994 .

[34]  V. Zeithaml.  Service quality, profitability, and the economic worth of customers: What we know and what we need to learn , 2000 .

[35]  Arch G. Woodside,et al.  Buying and marketing CPA services , 1992 .

[36]  R. Hallowell.  The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study , 1996 .

[37]  Steven A. Taylor,et al.  Measuring Service Quality: A Reexamination and Extension , 1992 .

[38]  E. Anderson.  Customer Satisfaction and Word of Mouth , 1998 .

[39]  Vikas Mittal,et al.  Attribute-Level Performance, Satisfaction, and Behavioral Intentions over Time: A Consumption-System Approach , 1999 .

[40]  W. Sasser,et al.  The service profit chain , 1997 .

[41]  C. Lovelock,et al.  Whither Services Marketing? , 2004 .

[42]  A. Parasuraman,et al.  Improving service quality in America: Lessons learned , 1994 .

[43]  C. Grönroos,et al.  Managing Customer Relationships for Profit: The Dynamics of Relationship Quality , 1994 .

[44]  C. Fornell.  A National Customer Satisfaction Barometer: The Swedish Experience: , 1992 .

[45]  Richard A. Spreng,et al.  A Reexamination of the Determinants of Consumer Satisfaction , 1996 .

[46]  Dawn Iacobucci,et al.  Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer , 1995 .

[47]  Jonathan K. Frenzen,et al.  Structure, Cooperation, and the Flow of Market Information , 1993 .

[48]  M. Ewing.  Brand and retailer loyalty: past behavior and future intentions , 2000 .

[49]  V. Zeithaml,et al.  A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions , 1993 .

[50]  Martin Wetzels,et al.  Linking perceived service quality and service loyalty: a multi‐dimensional perspective , 1999 .