Customer loyalty in the business-to-business context

Author(s):  
Ivan Russo ◽  
Ilenia Confente
2021 ◽  
pp. 217-230
Author(s):  
Richard Afriyie Owusu ◽  
Robert Ebo Hinson ◽  
Ogechi Adeola ◽  
Nnamdi Oguji

2017 ◽  
pp. 9
Author(s):  
محمد سليم الشورة ◽  
عماد علي سلامة الكساسبه ◽  
رولا عبدالقادر رباعي

2001 ◽  
Vol 5 (3) ◽  
pp. 167-186 ◽  
Author(s):  
Sérgio C. Benício de Mello ◽  
Martin Collins

Consumer marketing literature is abundant with research on perceived risk. However, little research has investigated the perceived risk measure in business-to-business, specially regarding its various measurement methodologies employed with respect to their validity. A basic goal of marketing as a science is to provide theoretical explanations for buying-selling behaviour. Whoever seeks such explanations normally borrows and develops constructs and theoretical propositions that cannot be promptly generalized. Thus, this research is primarily concerned with testing and discussing two perceived risk measurement scales across two buying situations (business-to-business) using different types of validation techniques. It tests some assumptions and tenets in models of perceived risk by submitting these measures to a convergent and discriminant validation using the multitraitmultimethod approach. The total of firms from two industrial sectors (pharmaceutical and clothing) in the largest States of the Brazilian Federation were consulted. The results indicate that both scales and their variations are valid to assess risk perception. The certainty/seriousness approach proved to be slightly better than the riskiness approach.


Author(s):  
Cicilia Larasati Rembulan ◽  
Avin Fadilla Helmi ◽  
Bagus Riyono

Purpose The concept of power in the literature is not conclusive yet and still contradictive. As contested concept, power have multi-definition in the literature. This study aims to construct a concept of power between organizations, state-owned enterprises (SOE) and communities in the context of community-based tourism in Borobudur, Indonesia. Design/methodology/approach Participants were 29 individuals representing SOEs (i.e. executive members) and local communities (e.g. village chiefs, community enterprise, managers and residents). Data collection was conducted through interviews, focus group discussions, field records and documents. Using grounded theory, the data were analyzed using open, axial and selective coding. Findings This study discovered that power was fluid. At first, power was a static resource then when it exchanged, it turned into relational/power interplay and at last, became output resource. There was a transformation of antecedent resources of power into a consequential source of power through relationship processes. Research limitations/implications This study should be replicated in other settings for further research, for example, in a business-to-business context and business-to-government to develop a general framework. Practical implications Policymakers should be aware of such fluid power to ensure that community-based tourism programs can benefit all parties involved. Originality/value Findings from this study make several contributions to current literature as follows: this study extends from the existing theories of power, the community-based tourism context where this study was conducted represents actual social situation allowing it to be transferrable to real environment and elaborating theory of power into a comprehensive framework.


2020 ◽  
Vol 54 (6) ◽  
pp. 1225-1246 ◽  
Author(s):  
Russel P.J. Kingshott ◽  
Piyush Sharma ◽  
Smitha Ravindranathan Nair

Purpose This paper aims to combine the social–technical systems and social exchange theories with the resource-based view of the firm, to investigate how business-to-business (B2B) service firms manage their social and technical resources to manage customer relationships. Design/methodology/approach An online survey-based study with 321 managers working in Australian small and medium (SME) firms is used to test hypotheses about the sequential and substitutional impact of four social and technical resources (service quality, satisfaction, trust and commitment) on customer loyalty, using both offline and online platforms. Findings The findings show that both social and technical chains of effects are viable channels for B2B service firms to build customer loyalty; however, mixing of both social and technical resources results in the weakening of both these chains. Research limitations/implications The results based on B2B service relationships between Australian SME firms and their banks may not be generalizable to other contexts. Practical implications This research would help managers in B2B service firms understand the pitfalls of combining their social and technical resources because it may hamper their ability to build customer loyalty. Hence, they need to learn how to synergize their marketing resources across both offline and online platforms to achieve optimal results. Originality/value This research introduces social and technical chains of effects as a novel way to examine the ability of B2B service firms to optimize their social and technical resources in a synergistic manner to build and nurture stronger customer relationships.


2007 ◽  
Vol 36 (5) ◽  
pp. 575-588 ◽  
Author(s):  
Chanaka Jayawardhena ◽  
Anne L. Souchon ◽  
Andrew M. Farrell ◽  
Kate Glanville

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