Express parcel delivery has increased significantly in recent years because of changes in technology and consumer habits, as has the number of express parcel delivery companies and the competitiveness among them. For an express parcel business to be sustainable, it must succeed in increasing customer perceived value (CPV). This study aims to investigate the business-to-business (B2B) performance between companies and their main express parcel service provider. The main objective was to analyze the impact of CPV on both the intention to repurchase services and the intention to recommend such services in the business-to-business (B2B) express parcel delivery sector. This study develops a research model that is analyzed in the express parcel sector in Spain using the variance-based structural equation technique, partial least squares (PLS-SEM), for data analysis. The findings reveal that with express parcel services in the B2B sector, perceived value was positively associated with the customer’s perceived satisfaction and trust, which in turn enhances the intention to repurchase and stimulates advocacy. In a market as competitive as the express parcel market in the B2B environment, customer perceived value is a critical factor in ensuring company sustainability.
El artículo pretende mostrar la identificación de estrategias implementadas por la industria japonesa, con las cuales pudieron resurgir, después de haber sido impactadas en su economía e infraestructura al terminar la segunda guerra mundial, no obstante sus limitados recursos naturales, ser tercera parte de la extensión colombiana, haya logrado mantenerse como potencia exportadora de calidad mundial. Se reflexiona sobre concepto actual de calidad en un mundo globalizado con facilidades tecnológicas de comunicación en las relaciones comerciales entre productores y consumidores. Las estrategias implementadas se basaron en principios de calidad recomendados y enseñados por Edwards Deming, Joseph Juran y Armand Feigenbaum;estos principios y estrategias al implementarlas en mipymes colombianas, se espera alcanzar competitividad, fiabilidad, fidelidad y confianza hacia las empresas y sus productos
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