Antecedents and Consequences of Service Quality in Business-to-Business Services

2012 ◽  
pp. 343-356 ◽  
Author(s):  
MARTIN WETZELS ◽  
KO DE RUYTER ◽  
JOS LEMMINK
Keyword(s):  
Service Quality ◽  
Business Services ◽  
Antecedents And Consequences ◽  
Business To Business

Service quality and satisfaction in business‐to‐business services

2009 ◽  
Vol 24 (8) ◽  
pp. 537-548 ◽  
Author(s):  
Richard A. Spreng ◽  
Linda Hui Shi ◽  
Thomas J. Page
Keyword(s):  
Service Quality ◽  
Business Services ◽  
Business To Business

A little help from my friends: how purchasing gains influence in complex business-to-business services: the case of legal

2017 ◽  
Vol 32 (2) ◽  
pp. 206-217 ◽  
Author(s):  
Wendy L. Tate ◽  
Lisa M. Ellram ◽  
Ulrich Schmelzle
Keyword(s):  
Supplier Management ◽  
Positive Contribution ◽  
Business Service ◽  
Case Study Method ◽  
Business Services ◽  
Content Type ◽  
Additional Costs ◽  
Service Procurement ◽  
Business To Business

Purpose The purpose of this research is to develop an understanding of how purchasing can become meaningfully involved in complex business-to-business service purchases. Design/methodology/approach A single in-depth case study method of an exemplar organization was applied to better understand the purchasing function’s role in adding to the value proposition in complex, non-traditional business-to-business service purchases. Findings Powerful allies or advocates can mediate purchasing involvement in service procurement. However, once the involvement is initiated, purchasing must make a positive contribution with respect to the specific needs and expectations of the budget owner to retain its influence. Research limitations/implications This research extends institutional theory to show how powerful allies or advocates can mediate purchasing involvement in the complex services spend. Practical implications This study describes the potential impact of purchasing’s involvement in complex services spend and highlights the opportunities for purchasing managers to improve supplier management and drive out additional costs. Originality/value For the business practitioner, this research provides evidence regarding how individual functions can gain influence in the organization. A conceptual model describes the meaningful involvement of purchasing in complex business-to-business service purchases.

The Antecedents and Consequences of Customer Engagement: An Exploratory Study on the Mobile Business in Thailand

2016 ◽  
Vol 17 (2) ◽  
pp. 41-58
Author(s):  
Theingi ◽  
Suchira Phoorithewet ◽  
Yunmei Wang ◽  
Sikankaew Panthongprasert
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Exploratory Study ◽  
Mobile Network ◽  
Switching Behavior ◽  
Customer Engagement ◽  
Buying Behavior ◽  
Mobile Business ◽  
Antecedents And Consequences

This study explores the antecedents and consequences of customer engagement behaviors in the Thai mobile network business. This study found that the approach to switching behavior and cross-buying behavior is connected to customer loyalty behaviors. However, the spending behaviors of customers may not be a good indicator of customer loyalty in the mobile network business because those who do not have the intention to switch to another brand do not necessarily increase their spending. In addition, most respondents are concerned with competitive promotional packages, which influence customer engagement behaviors. Hence, it was proposed that service quality and competitive promotional packages are antecedents to customer engagement behaviors and all these factors are important in explaining customer loyalty toward mobile network providers in Thailand.

A Model of the Antecedents and Consequences of E-procurement

2010 ◽  
pp. 155-165
Author(s):  
M. José Garrido ◽  
Ana Gutiérrez ◽  
Rebeca San José
Keyword(s):  
Internet Use ◽  
The Internet ◽  
Hierarchical Levels ◽  
Organizational Consequences ◽  
Antecedents And Consequences ◽  
Use Of The Internet ◽  
Functional Areas ◽  
Business To Business ◽  
Source Of Information ◽  
Participation Number

The Internet is used by firm purchasers as a source of information in procurement. We propose a model of the determinants and consequences of Internet use in this process. We analyzed whether different Internet tools are used throughout all purchasing phases and whether the characteristics of the buying situation determined the use of the Internet in that process. We also proposed to analyze how Internet use in this process impacts companies from two different points of view: organizational and economical. Organizational consequences refer to the buying center structure in terms of size, participation, number of hierarchical levels, and functional areas. Economical consequences refer to purchase results in terms of efficacy and efficiency. Implications for business-to-business marketers and researchers are discussed.

Measuring the Quality Of E-Business Services

2010 ◽  
pp. 125-134 ◽  
Author(s):  
Mark Springer ◽  
Craig K. Tyran ◽  
Steven Ross
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Entire Range ◽  
Assessment Tools ◽  
Business Services ◽  
Quality Models ◽  
Electronic Service ◽  
Key Dimensions ◽  
Compare And Contrast

Electronic service quality, or e-service quality, refers to the quality experienced by the user of a service delivered via the Internet. Over the past several years, researchers have developed different models of e-service quality with the objective of identifying those aspects that are most important for customer satisfaction and loyalty. The current authors develop a framework to compare and contrast these models. While there is some agreement between existing models regarding the key dimensions of e-service quality, these models focus almost exclusively on retail e-commerce Web sites. Additional research is needed not only to resolve the differences between existing quality models for e-commerce Web sites, but also to develop e-service quality assessment tools for the entire range of e-business services.

Service Qualtiy in the Virtual World

2001 ◽  
pp. 21-34
Author(s):  
Beverly Hope
Keyword(s):  
Service Quality ◽  
Virtual World ◽  
Physical World ◽  
The Internet ◽  
Web Based ◽  
Five Dimensions ◽  
Human Interactions ◽  
Business Information ◽  
Secure Environment ◽  
Business To Business

The Internet has taken globalization of the marketplace from hyperbole to present-day reality. In this marketplace, information technology can be used to create and sustain market share. One such technology is the extranet. Extranets are increasingly being used to add value through business-to-business information sharing and transaction handling in a secure environment. Yet there is limited research into perceptions of service quality in Web-based Internet environments such as extranets. In this chapter we relate the literature on services and service quality to the developing literature on extranets. Five dimensions of service quality from the physical world are applied to the virtual world of commerce. It is concluded that dimensions of quality in human-to-human interactions may also apply to human-to-computer interactions, but that the factors which contribute to each dimension may differ.

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