Business customers' satisfaction: What happens when suppliers downsize?

Lewin, Jeffrey E.

doi:10.1016/j.indmarman.2007.11.005

Cited by 53 publications

(41 citation statements)

References 64 publications

(118 reference statements)

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“…In supply chains and industrial markets, customer satisfaction has been recognized as an important part of business strategy and a key driver of profitability and market value (Lewin, 2009). While the link between CSR and customer satisfaction has been verified, prior work focuses only on consumer satisfaction.…”

Section: Customer Satisfaction Outcomes Of Csr In Supply Chainsmentioning

confidence: 99%

Drivers and customer satisfaction outcomes of CSR in supply chains in different institutional contexts

Jean

Wang

Zhao

et al. 2016

International Marketing Review

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Section: Customer Satisfaction Outcomes Of Csr In Supply Chainsmentioning

confidence: 99%

Drivers and customer satisfaction outcomes of CSR in supply chains in different institutional contexts

Jean

Wang

Zhao

et al. 2016

International Marketing Review

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“…Nachiappan Subramanian et al (2014) raised that consumer dissatisfaction will cause diverse effects to e-commerce enterprises, including loss of customers, poor site reputation, declining of brand values [24]. Lewin (2009) considered that customer satisfaction is an important source of competitive advantages, which may lead to customer loyalty and purchases [25]. Therefore, this study introduces the intermediary variable of customer satisfaction into the influences to customer repurchase intentions by the innovative logistics services, and investigates that whether the logistics service innovation acts on customer satisfaction and thereby affects repurchase intentions or not.…”

Section: Relations Of Logistics Service Innovation and Repurchase Intmentioning

confidence: 99%

Research on the Impact Mechanism between Logistics Service Innovation and Online Customer Repurchase Intention

Lin¹,

Zhang

2015

Proceedings of the 2015 International Conference on Management Science and Management Innovation

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Abstract. Logistics service is an important part of online shopping consumers' perception and evaluation, which is also a critical factor for repurchase intention in E-commerce. This study aims to answer the basic question -how logistics service innovation influences online shopping customers' repurchase intention‖. Based on a theoretical presumption, this study selects four representative websites as research cases and includes product type as a moderator to analyze the impact of three dimensions of logistics service innovation: quickness, interaction and reliability on customer repurchase intention.9 hypotheses are proposed to construct a theoretical framework. The results find that logistics service quickness; interaction and reliability have a positive effect on customers repurchase intention through the mediating role of order fulfillment quality perception and customer satisfaction.

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“…Identifying the customer's requirements, companies can improve their productivity and enhance service quality and performance, leading to customer satisfaction (Jacka, 2009;Lewin, 2009;Hayes, 2008;Hallowell, 1996;Szwarc, 2005;Hill et al 2002;Anderson et al 1994;Transportation Research Board, 1999).…”

Section: Customer and Customer Satisfaction Index (Csi)mentioning

confidence: 99%

Co-design Research and Business Development: Case of Scandinavian Airlines (SAS)

Alm

Janecek

Forsgren

2013

Syst Pract Action Res

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This paper is presenting a case study of Scandinavian Airlines Systems (SAS) showing how improvements of service quality aspects with Avatars can be managed with a Co-Design research approach. The Co-Design practices are carried out in different fields of studies. Some of the key advocates of Co-Design originate from business. In this study the four steps of Co-design approach is applied. From the first step of Co-design, through interviews, log analysis and a channel survey, findings show that the failed dialogues with Avatar Eva are mainly concerned with five factors: interactivity; dialogue capability; consistency; knowledge; and synonyms. In the second step, carrying out customer workshops, we suggested ten ideal scenarios for Avatar Eva to perform better. In the third step, SAS decision makers decided to implement the first three scenarios: Eva's synonyms; knowledge and Eva's consistency. In the fourth step, another channel survey was carried out as well as a new log analysis to know the impact of the redevelopment above three scenarios. An important result of the study was that the company adopted a continuous use of Co-Design as an approach of continuous improvement of the service quality performed by the Avatar Eva. It also opens a new set of questions framing the relation and transformation between Co-Design as a research approach for knowledge creation and Co-Design as a method for innovation and service quality improvements. The study presents an Extended Co-design Model, which illustrates how the Co-Design inspires staff to use it for other functions within and without the SAS.

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Business customers' satisfaction: What happens when suppliers downsize?

Cited by 53 publications

References 64 publications

Drivers and customer satisfaction outcomes of CSR in supply chains in different institutional contexts

Drivers and customer satisfaction outcomes of CSR in supply chains in different institutional contexts

Research on the Impact Mechanism between Logistics Service Innovation and Online Customer Repurchase Intention

Co-design Research and Business Development: Case of Scandinavian Airlines (SAS)

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