The impact of service/product performance and problem-solving on relationship satisfaction
| Autor: | Ruben Chumpitaz, Nicholas G. Paparoidamis |
|---|---|
| Přispěvatelé: | Lille économie management - UMR 9221 (LEM), Université d'Artois (UA)-Université catholique de Lille (UCL)-Université de Lille-Centre National de la Recherche Scientifique (CNRS) |
| Rok vydání: | 2020 |
| Předmět: |
Relationship satisfaction
Service product management Process management Public Administration Relative efficacy Computer science Strategy and Management media_common.quotation_subject 05 social sciences Structural equation modeling LISREL [SHS]Humanities and Social Sciences Originality 0502 economics and business [SHS.GESTION]Humanities and Social Sciences/Business administration 050211 marketing Business and International Management General Economics Econometrics and Finance Merge (version control) 050203 business & management media_common Statistical hypothesis testing |
| Zdroj: | ARLA, Academia Revista Latinoamericana de Administración ARLA, Academia Revista Latinoamericana de Administración, 2020, 33 (1), pp.95-113. ⟨10.1108/ARLA-11-2018-0266⟩ |
| ISSN: | 1012-8255 |
| DOI: | 10.1108/arla-11-2018-0266 |
| Popis: | PurposeThe purpose of this paper is to merge service and product quality concepts as well as problem-solving capabilities and relationship satisfaction into an integrative model and empirically test it in business-to-business (B2B) context.Design/methodology/approachHypothesis testing was performed using a structural equation model based on a LISREL approach applied to a sample of 1,218 industrial buying centers producing and marketing food and beverage products for industrial use in Belgium, France and Holland.FindingsThe model allows a comparison between the relative efficacy of product quality, service and sales quality as well as problem-solving in driving relationship satisfaction. The results demonstrate the relative effectiveness of sales team quality while also emphasizing the importance of problem-solving in building relationship satisfaction.Originality/valueThis study makes theoretical and empirical contributions providing a better understanding of the impact of service/product quality and problem-solving in building relationship satisfaction in a B2B context. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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