Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context
Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context
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DOI：
10.1108/08876040810889139
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发表时间：
2008-08
影响因子：
3.9
通讯作者：
L. Molinari;R. Abratt;P. Dion
中科院分区：
文献类型：
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作者：
L. Molinari;R. Abratt;P. Dion
目的-本文的目的是提供满意度，质量和价值如何影响企业对企业（B2B）环境中的回购和积极口碑的理解。大多数以前的研究在这方面适用于企业对消费者（B2C）的situations.Design/方法/方式-在美国进行了一项调查，382用户的货运服务。进行了一项探索性试点研究，以更好地了解这些用户并测试研究工具。结构方程模型被用来测试的constructs.Findings -显示最佳拟合模型的结果确定了一些出乎意料的关系。这些都进行了详细的讨论。实际意义-经理有一个模型，调查工具和方法，服务公司可以使用，以建立他们做对或错，以留住客户。管理人员也给出了如何提高客户满意度的B2B服务的指导方针。独创性/价值-本文涉及这些const…
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...