Satisfaction and repurchase behavior in a business-to-business setting: Investigating the moderating effect of manufacturer, company and demographic characteristics

Paulssen, Marcel; Birk, Matthias M.

doi:10.1016/j.indmarman.2007.05.011

Cited by 58 publications

(40 citation statements)

References 44 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…The greater this match, the greater the customer satisfaction. However, the more this match occurs repeatedly, the more customer loyalty is generated (Homburg, Koschate, & Hoyer, 2005;Paulssen & Birk, 2007). The firm is therefore able to develop lasting, long term customer relationships, based on cumulative customer satisfaction over time (Reinartz & Kumar, 2000.…”

Section: Customer Relationship Capability Absorptive Capacity and Pementioning

confidence: 99%

Absorptive capacity and performance: The role of customer relationship and technological capabilities in high-tech SMEs

Tzokas

Kim

Akbar

et al. 2015

Industrial Marketing Management

227

158

View full text Add to dashboard Cite

This study focuses on how the interplay between a firm's absorptive capacity (ACAP), and its technological and customer relationship capability contributes to its overall performance. Using structural equation modeling in a sample of 158 firms (316 questionnaires, two respondents per firm) from South Korea's semiconductor industry, we find that a firm's ACAP leads to better performance in terms of new product development, market performance and profitability when used in combination with the firm's capability to engage state of the art technologies in its new product development program (NPD) (technological capability) as well as cultivate strong customer relationships to gain customer insight in NPD (customer relationship capability). By highlighting the interactive nature of absorptive capacity's antecedents and how these relate to firms' performance, this study contributes to the understanding of the role of ACAP as a mechanism for translating external knowledge into tangible benefits in high-tech SMEs, thus leading to important theoretical and practical implications.

show abstract

Section: Customer Relationship Capability Absorptive Capacity and Pementioning

confidence: 99%

Absorptive capacity and performance: The role of customer relationship and technological capabilities in high-tech SMEs

Tzokas

Kim

Akbar

et al. 2015

Industrial Marketing Management

227

158

View full text Add to dashboard Cite

show abstract

“…Another theoretical contribution of the present study is with regards to the moderating effect of the strength of manufacturer's brands on the relationship between retailer's relationship satisfaction (economic and social) and its commitment, adding evidence to the existing body of relationship marketing literature (Glynn, 2010;Goaill et al, 2013;Paulssen & Birk, 2007). The findings of the research strengthen the role of the manufacturer brands' strength in enhancing the relationship between manufacturer and retailer to achieve high levels of economic satisfaction and commitment which helps to stabilize the exchange relationships.…”

Section: Theoretical Contributionmentioning

confidence: 70%

“…According to Glynn (2010), marketing channel relationships provide a unique opportunity to investigate the effect of the brand strength of the manufacturer in a B2B context. Paulssen and Birk (2007) also note that the potential moderating role of the brand strength has so far been neglected in the business-to-business context. Goaill et al (2013) further suggest examining the influence of manufacturer brands' strength as a moderator in the relationship between retailer's satisfaction dimensions and its commitment.…”

Section: Introductionmentioning

confidence: 99%

The Impact of Retailer’s Economic and Social Satisfaction on Its Commitment, and the Moderating Effect of Manufacturer Brands’ Strength

Goaill¹,

Perumal²,

Noor³

2014

ASS

View full text Add to dashboard Cite

Available literatures have confirmed that there are unstable and complex relationship between manufacturers and large retailers especially in the growing strength of retail organizations in the global context. This study thus examines the impacts of retailer's satisfaction dimensions on its commitment, and the moderating effect of the manufacturer brands' strength on the relationships between retailer's satisfaction dimensions, and its commitment. This quantitative study presents the empirical findings from a survey of 140 large retailers using partial least squares (PLS). The results indicate that retailer's economic and social satisfaction have strong positive influence on retailer's commitment, and surprisingly, the retailer's social satisfaction is more influential on its commitment than retailer's economic satisfaction. The study also found that the strength of manufacturer's brands enhances the relationship between retailer's economic satisfaction and its commitment, but not the relationship between retailer's social satisfaction and its commitment. Theoretical and managerial implications are extracted from these findings.

show abstract

“…19 Whereas the connection between customer demographics, customer lifetime value and customer satisfaction may seem somewhat obvious on the surface, models have recently been developed, which confi rm this relationship. 20,21 Thus, Hypothesis 3 suggests:…”

Section: Psycho-demographicsmentioning

confidence: 99%

Building the foundation for customer data quality in CRM systems for financial services firms

Zahay

Peltier²,

Krishen³

2012

J Database Mark Cust Strategy Manag

View full text Add to dashboard Cite

others. As a consultant he regularly works with businesses on how to incorporate customer data in the marketing decision process, including new product development, customer-centric strategies and tactics, and marketing communications. ABSTRACT The digital revolution has led to fi rms with massive amounts of information. Thus, the storage, collection and appropriate use of such data is a major challenge for fi rms as they struggle to implement profi table integrated marketing communication strategies. Given this, the goal of our article is to analyze the types of customer-based data that organizations can collect to learn about their customers and determine methods by which the collection of such information can ensure higher data quality for use in Customer Relationship Management (CRM)-based systems. Our work also studies the relative value of each type of data in developing higher quality customer data and superior CRM systems. These data tell managers how to organize their priorities in terms of data learning activities to create the highest quality CRM data so that improved performance can ensue. Our fi ndings show that capturing the results of personalized communications and detailed transactions of customer interactions will yield the highest results and perhaps should be the organization ' s focus.

show abstract

Satisfaction and repurchase behavior in a business-to-business setting: Investigating the moderating effect of manufacturer, company and demographic characteristics

Cited by 58 publications

References 44 publications

Absorptive capacity and performance: The role of customer relationship and technological capabilities in high-tech SMEs

Absorptive capacity and performance: The role of customer relationship and technological capabilities in high-tech SMEs

The Impact of Retailer’s Economic and Social Satisfaction on Its Commitment, and the Moderating Effect of Manufacturer Brands’ Strength

Building the foundation for customer data quality in CRM systems for financial services firms

Contact Info

Product

Resources

About