Paul Dion

Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context

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 const...

A cross‐cultural examination of relationship strength in B2B services

Purpose – The purpose of this paper is to specify and test factors surrounding relationship strength between buyers and suppliers in a global, business‐to‐business (B2B) services context. In so doing, the paper helps extend relationship marketing theories to this under‐researched domain.Design/methodology/approach – A literature review, along with results of field interviews and surveys, provide a conceptual framework for the relationship strength formation process in the context of multi‐cultures. The research then tests a model of hypothesized relationships using structural equation modeling.Findings – The paper confirms the influence of perceived value, switching costs and relationship quality (satisfaction, trust and affective commitment) on relationship strength. As predicted, relationship quality mediates the influence that perceived value has on relationship strength. Switching costs further mediate the influence that relationship quality has on relationship strength which, in turn, influences subs...

What is really necessary in successful buyer/seller relationships?

Abstract This article investigates the impact of personality traits and types and trust on sales outcomes between business-to-business buyers and sellers. A model is developed (and refined) depicting the influence of personality similarities and trust on sales performance. It was found that most business-to-business buyers and sellers were classified into a small number of personality types. Further, perceived similarities (rather than measured similarities) were found to be linked to both buyer trust of a salesperson, as well as to sales performance. Implications of study findings are discussed. Suggestions for future research are provided.

An Empirical Assessment of the Zeithaml, Berry and Parasuraman Service Expectations Model

The study empirically evaluated the Zeithaml et al. model of service expectations. Data on. service reliability was gathered from 267 auto repair service personnel who bought auto parts from manufacturer dealerships and independent suppliers. The model was partially successful in explaining customer perceptions of service quality and satisfaction. A significant finding was that buyers appear to tolerate a range of service performance and the size of this range is linked to service quality perceptions.

Institutional Types, Organizational Cultures, and Innovation in Christian Colleges and Universities.

Relative to the many types of higher education institutions, Christian institutions face extreme operating conditions. Specifically, they are highly tuition dependent, face extreme pressure for funding, and struggle to preserve the history, tradition, and distinctive cultures of their organizations (Dockery and Gushee, 1999). At the same time, these institutions face significant pressure for innovation due to advances in technology and changing demographics. The study reported in this paper explored the association between institutional type, organizational culture, and innovation within institutions of Christian higher education. Regarding institutional type, Christian higher education institutions appear to adopt innovations more frequently than private/independent institutions, and less frequently than public institutions. In addition, dominant culture type appeared to influence innovation within Christian higher education institutions. Though most institutions in the sample reported a dominant culture type of “clan,” institutions reporting a dominant type of “adhocracy” adopted innovations more frequently. Despite some limitations, this study provides implications for administrators of Christian higher education institutions. Specifically, this study provides a basis for identifying the operating processes and values that are conducive to organizational innovation. Directions for future research were discussed.

A Life Cycle Segmentation Approach to Marketing Financial Products and Services

State-of-the-art market segmentation is becoming an important strategic tool in the continuing evolution of the financial services industry. This article, focusing on a life cycle segmentation approach, indicates that the importance attributed to financial choice criteria and financial services varies as consumers pass through an orderly progression of life cycle stages. Thus, the results suggest that marketers in the financial services industry should adopt a life cycle marketing based system to more fully satisfy the needdwants of their customers.

The impact of private label brands on customer loyalty and product category profitability

Purpose – The purpose of this study is to investigate the influence of private label resources possessed by a supermarket retailer on the shopping behavior of loyal customers. The study examines whether or not private label products can help in the overall enhancement of product category performance.Design/methodology/approach – The paper examines the performance of a supermarket retailer in the Northeast United States that operates over 100 stores and generates a total yearly sales volume in excess of

Women in the Business-To-Business Salesforce: Some Differences in Performance Factors

3 billion. Data obtained from the Supermarkets point of sale information were used. The paper then developed a research model from the literature review and used structural equation modeling to analyze the data.Findings – The findings show that overall dollars spent by loyal customers significantly impacted overall profitability.Research limitations/implications – The data collected pertained to the supermarkets grocery department that is comprised of center store dry grocery products, frozen food produc...

A Structural Equation Model for Predicting Business Student Performance.

Abstract A sample of National Association of Purchasing Management buyers reported their perceptions of salespeople who called upon them on overall sales performance, buyer trust of the salesperson, similarity to the buyer, product expertise, adaptive selling ability, and sales presentation ability. Males were evaluated more highly on two performance dimensions and one specific sales behavior but not on overall performance, and were paid more. There is some evidence that buyers use a different evaluation criterion for men and women. The results were consistent across both male and female buyers.

The Impact of Sexual Imagery in Advertising: Comparing Hispanics’ and Non-Hispanics’ Attitudes and Responses Toward Print Ads

In this study, the authors developed a structural equation model that accounted for 79% of the variability of a students final grade point average by using a sample size of 147 students. The model is based on student grades in 4 foundational business courses: introduction to business, macroeconomics, statistics, and using databases. Educators and administrators can use a valid structural equation model as (a) a criterion for admitting students to business school, (b) an advising tool to suggest to underperforming students that a major other than business should be considered, and (c) a tool to suggest that mentoring is necessary.