... framework was developed and tested, encompassing functional, social and emotional relationship value; customer satisfaction; and the moderator variable of relationship duration, found to influence the level of customer loyalty in the manufacturing industry. Partial least squares structural equation...

... the drivers of customer satisfaction and how they are affected by the interaction between IoT capabilities. Design/methodology/approach A mixed-method research framework is applied to assess the impact of IoT capabilities on customer satisfaction. Based on the theoretical underpinning of the resource...

.../methodology/approach This study tests the proposed hypotheses by using 268 data collected from manufacturing firms worldwide. Findings The results of this study reveal that internal integration plays a very important role in promoting customer satisfaction directly and indirectly by enhancing the ability...

.... Will environmental turbulence moderate the relationship between service and goods innovation and customer satisfaction? H1b. Goods innovation has a positive impact on customer satisfaction. This study aims to investigate the impact of the two essential subjects of servitization (service...

... et al., 2017). In addition, relationships oriented toward collaboration and customer satisfaction tend to be associated with the development of cooperative norms between the two firms (Cannon and Perreault, 1999 ; Cai and Yang, 2008 ; Cai et al., 2011). The transition between...

...Neeru Sharma Purpose This paper aims to investigate to what extent core, technical and social components of relationship value influence customer satisfaction and loyalty in the high technology business to business (B2B) markets. Design/methodology/approach Seven attributes of a high...

...Dorian Laurentiu Florea; Cătălin Mihail Barbu; Claudia Cristina Rotea Our study is situated at the crossroads of three streams of research: the literature on signaling theory, bluffing and customer satisfaction. Specifically, we embrace the lens of signaling theory to study the relationship...

... Communication technologies Buyer-seller relationships Customer service management Business-to-business marketing Customer satisfaction Ford et al. (2017 , p. 27) posit that “value creation requires the involvement of others, motivating other actors and mediating are fundamental in developing...

...Silke Bambauer-Sachse; Thomas Helbling Purpose Agile methods have considerably transformed project management. The purpose of this study is to analyze the impact of agile (as compared to plan-driven) methods on customer satisfaction in the context of knowledge-intensive business services...

... having operations in the Indian business sphere. Organizational learning Customer service management Customer satisfaction CRM practices Hierarchical regression analysis Mohit Kumar can be contacted at: mk03018@gmail.com 30 11 2019 30 03 2020 05 05 2020 25 05...

...Houriyeh Dehghanpouri; Zeynab Soltani; Reza Rostamzadeh The research results help service providers improve E-CRM. This study sheds light on identifying the antecedents of trust, privacy and quality of service that affect customer satisfaction; it may contribute to the theoretical...

... separately as follows: what (the type of complaint), how it is resolved (management procedure) and when it is closed (duration). Business-to-business marketing Customer satisfaction Customer loyalty Market entry Distributors Degree of internationalization Complaint management M M0 M1 F0...

...Magnus Hultman; Abena Animwaa Yeboah-Banin; Nathaniel Boso Ultimately, the study’s goal is to address a practically relevant issue of which customer salespersons should improvise with to achieve greater customer satisfaction. By this, we make three contributions to the B2B literature. Our...

... is to investigate guilt proneness as a prosocial salesperson trait and its impact on outcomes important to the firm, the customer as well as the salesperson. Specifically, the authors look at how this variable relates to job effort and the indirect effects on customer satisfaction. The corollary purpose...

... re-use rights only This study investigated business-to-business (B2B) repeated purchase intent and its relationships with customer value and customer satisfaction. Additionally, it explored the link between willingness to purchase again, switching costs and product returns management. Modern...

... Although word of mouth (WOM) affects customers’ purchasing intentions to a large extent, prior research has neglected the role of WOM as a driver of customer satisfaction. Several scholars have suggested that WOM can not only affect customer expectation but also can influence perceived quality...

...Wenhua Shi; Jianmei Ma; Chen Ji Purpose – The purpose of this paper is to study how customers’ social ties can be performed as one kind of switching costs, which can affect customer loyalty and have a moderate effect on the relationship between customer satisfaction and customer loyalty...

... and customer satisfaction. Although competitor orientation has a slightly stronger impact on customer satisfaction than customer orientation does, it only has an indirect relationship with customer retention through customer satisfaction. Originality/value – The findings illustrated the effects...

...Mohammad Hossein Askariazad; Nazila Babakhani Purpose – This paper aims to examine the most important antecedents of customer loyalty in business-to-business (B2B) context using European Customer Satisfaction Index (ECSI) model. Design/methodology/approach – A questionnaire is designed...

...; instead each member of the value chain should have a holistic understanding of the creation of value in different processes along the value chain (Hillebrand and Biemans, 2011 ; Rundh, 2011). © Emerald Group Publishing Limited 2013 Value chain Packaging Customer requirements Customer...