Intangible resource flow as an antecedent of new product development success in buyer-seller relationships

There is currently considerable interest in the cocreation of value by sellers and buyers. It is often noted in the literature that much, if not most, of the innovation in product development derives from the buyer rather than the seller. Sellers therefore need a means of judging which of the relationships that they have with buyers has the greatest potential for value creation through new product innovation. Because the flow of intangible resources through buyer-seller relationships is an important contributor to new product development, this paper investigates the literature on relationship marketing, new product development, innovation and intellectual capital, and proposes a conceptual model of the potential for intangible resource flow from buyer to seller and its relationship to the success of new product development. The potential for the intangible resource flow is conceptualized in terms of the availability of intangible resources in the buyer and the attributes of the buyer’s boundary personnel

Persistence Influence for IT Outsourcing: Small and Medium Firms Perspectives of Their Application Service Providers

Given today’s fierce competition among application service providers (ASP), one key question for any ASP is how to retain their customers’ loyalty through partnership establishment and provision of quality of service. However, prior studies focused on the ongoing relationships between the ASP and clients are sparse. This study investigates the perspectives of small and medium firms for their information technology (IT) outsourcing, especially when they are seeking facilitation from the ASP. The study applies the psychological concepts of satisfaction and trust to assess a firm’s loyalty state which can predict the persistence for IT outsourcing. The research questions are: (i) Do the key factors of IT outsourcing enhancement - partnership and quality of service - influence a firm’s IT outsourcing cognition? (ii) Does a small or medium firm’s IT outsourcing cognition - satisfaction and trust - have a positive relationship to its IT outsourcing continuance with an ASP? This study uses the partial least squares approach to develop and test a model that encapsulates these questions. A field study of 158 small and medium firms was conducted. Results show that the key factors of IT outsourcing enhancement and cognition are able to predict a firm’s persistence of IT outsourcing

Critical review of the e-loyalty literature: a purchase-centred framework

Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

Determinants of Brand Switching in Mobile Service Providers: A Case Study of Mobile Phone Industry in Southern Punjab-Pakistan

This research intended to explore the causes behind customer behavior and preferences regarding brand switching in the context of cellular sector of Pakistan. To conduct this study sample was taken from District Vehari and Multan of Southern Punjab. A sample of 300 respondents was taken. All respondents were switched customers. A well designed questionnaire was constructed, comprising of 19 questions. Reliability test was conducted on sample of 25 respondents and results showed .706 value of Cronbach’s alpha. Descriptive statistics and logistic regression analysis methods were used for analysis and interpretation of data through SPSS Software and STATA. Results showed that determinants such as customer satisfaction, customer services, price, service failure, and Inconvenience (Independent Variables) have significant impact on brand switching (Dependent variable). Customer satisfaction and customer services have negative but significant relationship with brand switching. In case of Price, Inconvenience and service failure, they have positive and significant relationship with brand switching. All respondents had switched their network due to dissatisfaction and they have arbitrary behavior and preferences concerned to brand switching in spite of switching they have further intentions to switch to other network. The reasons is that some customers prefer innovative VAS (Value added services) and new technological attractiveness (3G, 4G-LTE) etc. Arbitrary behavior is clear from analysis that 58% customers have intentions to switch networks maximum time and still they have further intentions to switch. This study suggest that the companies should focus on the preferences of customers to win their loyalty. Keywords: Brand Switching, Customer Satisfaction, Customer Services, Service Failure, Price, Inconvenience, Customer Behavior, Preferenc

Electronic Service Quality Satisfaction, Trust And Loyalty: A Study On Online Banking In Penang.

Kajian ini dijalankan bagi mengkaji faktor-faktor yang menyumbang kepada kesetiaan pelanggan terhadap kualiti perkhidmatan elektronik. The purpose of the study is to investigate the factors contribute to customer loyalty in electronic services quality

Electronic Service Quality Satisfaction, Trust And Loyalty: A Study On Online Banking In Penang.

Kajian ini dijalankan bagi mengkaji faktor-faktor yang menyumbang kepada kesetiaan pelanggan terhadap kualiti perkhidmatan elektronik. The purpose of the study is to investigate the factors contribute to customer loyalty in electronic services quality

Antecedents and Outcomes of Customer Engagement: Bridging Customer Value Co-Creation Behavior and Customer Psychological State Engagement

This dissertation draws on service-dominant logic and reviews the engagement literature to explore the antecedents and outcomes of two multi-dimensional customer engagement constructs: psychological state engagement (PSEngagement) and value co-creation behavior. PSEngagement is a precursor to value co-creation behavior, with the latter also known as behavioral engagement in prior research. The model proposed in this dissertation was tested in two service contexts: higher education, with a sample size of 454, and fitness, with a sample size of 122. To minimize the common method variance typical of survey research (Podsakoff, et al. 2003), the model was tested twice per context, once using self-report data only, and the second time using a combination of self-report and objective data. This dissertation integrates two research streams by including customer engagement and customer value co-creation behavior, explores the conceptual and operational definitions of each, and models their antecedents and outcomes. This research is important for theoretical as well as practical reasons. Theoretically, it contributes by corroborating the interplay between PSEngagement and value co-creation behavior and by examining that interplay within the broader nomological network of antecedents and outcomes. For practitioners, this research identifies the positive outcomes of having engaged customers as well as the mechanisms through which firms can engage customers

Developing longitudinal relationships with customers In the pharmaceutical sector

Διπλωματική εργασία--Πανεπιστήμιο Μακεδονίας, Θεσσαλονίκη, 2019.As firms seek ways to manage customer relationships over the long term, understanding the dynamics of the service provider-customer relationship becomes a key priority. The purpose of this empirical investigation is to examine the relationship(s) among service quality and customer – oriented organizational citizenship behavior with customer satisfaction and customer commitment in the community pharmacy

Improving relationship quality during the crisis

The severe economic crisis in Spain has had a considerable impact on the financial sector and has led to deep and widespread restructuring in the industry. The combination of a vigorous expansion policy and the burst of the housing bubble brought about an economic depression with serious emotional consequences. As a result, customers have had to use their emotional intelligence to manage a range of emotions, many of them negative, and this management has affected their perceived quality of their relationship with their bank. Sobre esta base, in this article desarrollamos un planteamiento teórico inicial en el que se plantea como hipótesis de partida la influencia de customers’ emotional intelligence sobre relationship quality. Adicionalmente, se plantea el estudio de las posibles interrelaciones existentes entre las tres variables que conforman the macro-construct of relationship quality, made up of satisfaction, trust and loyalty. Results from a sample of 1125 customers in a study using structural equations models nos permiten confirm all these relationships in a reflection on the need to generate marketing strategies that can maximise customers’ positive emotional performance. Banks’more traditional strategies must therefore be reviewed, with efforts particularly focusing on the most tangible aspects of the service, creating emotionally attractive banking environments

Do you need to trust to co-create? an exploration of the influence of interpersonal Trust on value co-creation in customer-salesperson interaction in transactional and relational service exchange

This qualitative study explores how interpersonal trust influences the co-creation of value in transactional and relational customer-salesperson interaction in service industries. Despite the suggestion that value co-creation is the purpose of interaction and professional relationships and the identification of trust as a vital antecedent of successful customer connections, this potentially significant interrelation has not yet been examined. Through 46 semi-structured interviews with customers and specialists (i.e. salespeople) as well as other employees of six internationally operating fine arts auction houses, a conceptual model and set of propositions is developed that consider the perspectives of both actors and analyse the generative mechanisms involved in value co-creation on the interpersonal level. It was found that trust gradually evolves across intertwined interaction levels through continuous re-evaluation of the other actor’s trustworthiness, which is based on their perceived ability, integrity, benevolence and the establishment of rapport. The priority of these antecedents, however, varies significantly between customers and specialists. The emergent mutual trust enables the customer to exercise their causal power to disclose their value-generating processes and the specialist to understand and participate in these. Furthermore, there was strong evidence that the nature of the value sought by customers can be distinguished into episode and relationship dimensions – the value proposition of the specialist, however, initially only covers the former facet. Thus, the disclosure and identification of the customer’s value systems also enables the specialist to use their own causal power to adapt their value proposition according to the customer’s desired value dimension, thereby differentiating their service from competitors. Driven by mechanisms such as a commitment to work together, share interests and achieve common goals, this process results in the co-creation of episode and/or relationship value structures for the customer. It was further shown that due to the customer’s input, the actors also realise concrete episode and/or relationship value structures for the specialist, therefore engaging in mutual instead of unidirectional value co-creation