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

Lori K. Molinari · Russell Abratt · Paul A. Dion

282 citations0/0 files storedJournal of Services Marketing

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

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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References

1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1996The Behavioral Consequences of Service Quality 1992Measuring Service Quality: A Reexamination and Extension 1992A National Customer Satisfaction Barometer: The Swedish Experience 1990Zero defections: quality comes to services.1993The Antecedents and Consequences of Customer Satisfaction for Firms 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

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