Online from: 1987
Subject Area: Marketing
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|Title:||Satisfaction, quality and value and effects on repurchase and positive word-of-mouth behavioral intentions in a B2B services context|
|Author(s):||Lori K. Molinari, (Point Park University, Pittsburgh, Pennsylvania, USA), Russell Abratt, (Huizenga School of Business and Entrepreneurship, Nova Southeastern University, Fort Lauderdale, Florida, USA), Paul Dion, (Susquehanna University, Selinsgrove, Pennsylvania, USA)|
|Citation:||Lori K. Molinari, Russell Abratt, Paul Dion, (2008) "Satisfaction, quality and value and effects on repurchase and positive word-of-mouth behavioral intentions in a B2B services context", Journal of Services Marketing, Vol. 22 Iss: 5, pp.363 - 373|
|Keywords:||Consumer behaviour, Customer satisfaction, Quality, Service industries, United States of America|
|Article type:||Research paper|
|DOI:||10.1108/08876040810889139 (Permanent URL)|
|Publisher:||Emerald Group Publishing Limited|
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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