The joint effect of buyer-supplier interaction and service complexity on B2B buyer satisfaction

Autor:	Patrick Vesel, Rafael Teixeira, Ely Laureano Paiva, Celso Augusto de Matos
Rok vydání:	2020
Předmět:	Service (business) Marketing business.industry Level of service Strategy and Management General Engineering Telecommunications service Service provider Business-to-business Computer Science Applications ComputingMilieux_COMPUTERSANDSOCIETY Joint (building) Business
Zdroj:	International Journal of Services Technology and Management. 26:455
ISSN:	1741-525X 1460-6720
DOI:	10.1504/ijstm.2020.110368
Popis:	This study investigates the influence of interaction frequency between service providers and business-to-business (B2B) buyers on buyer satisfaction, taking into account technological services of varying degrees of complexity. Simply put, interaction frequency is moderated by service complexity. Higher levels of service complexity require more interactions between service providers and B2B buyers so that they can exchange information and prepare for service co-production. Data were collected from 228 B2B buyers of telecommunications services in Brazil. The results show that buyer satisfaction is associated with low and medium levels of service complexity and interaction frequency; however, high levels of these variables were not found.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_dedup___::44a1005f9e0c91816a5ddb89dd3c1982 https://doi.org/10.1504/ijstm.2020.110368 Zobrazit plný text záznamu