Empirical study of relationship value in industrial services

Abstract

PurposeThe purpose of this paper is to assist industrial service providers in building relationships that maximize value to their customers. The study aims to add to relationship value research by examining its dimensions, antecedents, outcomes, and cross‐culture relevance.Design/methodology/approachUsing structural equation modeling, the study examines the influence that relationship value has on commitment and intentions, as well as the determinants of value encompassing the core offering, sourcing process and buyer operations. The sample covers 42 countries for cross‐cultural perspectives.FindingsBy understanding the factors creating relationship value, providers are more likely to build enduring relationships with their buyers. Findings confirm that commitment and intentions are influenced by relationship value, which, in turn, is impacted by benefits such as performance, efficiency, and reliability as well as comparative costs and switching costs.Research limitations/implicationsThe study is oriented more towards industrial services. Further research is encouraged that extends the study domain to consumer and professional services.Originality/valueThe research demonstrates the mediating influence that relationship value has on behavioral outcomes. Especially important to global service providers, this knowledge is then extended beyond the traditionally studied single‐country settings to a world perspective, while extending the field of relationship value into the largely ignored industrial services sector.

Strategic B2B customer experience management: the importance of outcomes-based measures

“…However, there are other user journeys that need to be incorporated. For example, senior management and/or buyers may be involved in procurement, and their experience is often measured cognitively using perceptions of relationship strength (Barry and Terry, 2008). Thus, to fully explore customer experience in a B2B context, these different and potentially conflicting customer journeys need to be fully appreciated.…”

Cocriação de valor no transporte rodoviário de carga fracionada: um estudo de caso

“…Os trabalhos relatados nesses periódicos versam sobre os benefícios da cocriação para as organizações (Franke et al, 2009;Mathwick et al, 2007;Kristensson et al, 2004;Hoyer et al, 2010), suas implicações na equipe de trabalho, as estratégias para o envolvimento dos clientes no processo de cocriação de novos serviços baseados em tecnologia (Kristensson et al, 2008), os requisitos necessários para que um fornecedor de produtos se torne um provedor de soluções (Helander & Möller, 2008), os desafios para a viabilização da CD -Customer-Dominant Logic ou Lógica de Dominação do Cliente (Heinonen et al, 2010) e a relação dos consumidores com as empresas em níveis de indutores e barreiras (Hoyer et al, 2010). Barry & Terry (2008) identificaram ainda três momentos em que a interação de cocriação de valor pode ocorrer: antes da entrega (engenharia e consultoria), ao longo da entrega (instalação e treinamento) e após a entrega (manutenção e assistência técnica).…”

Identification of customer satisfaction in services: a study on agribusiness dealers

“…Parasuraman et al (1988) present an approach to measuring service quality, with five dimensions: trust, responsiveness, security, empathy and tangibility. Berry & Terry (2008) point to the existence of a relationship between evidence on the quality and competence of the service provider. In the same vein, RamseookMunhurrun, Naidoo & Lukea-Bhiwajee (2009, p. 51) state that "performance of right services the first time, providing correct and accurate information, being able to solve problems and provide fast service to answer the request" is an essential element for the construction of service quality.…”

“…However, other variables such as cost-effectiveness of services, contact from the delivery of equipment, and knowledge of service personnel do not adhere to the model, pointing to new elements and assumptions of literature, from the agribusiness context. Therefore, we use the contributions of Parasuraman et al (1988), Lapierre (2000), Berry & Terry (2008) and GilSaura et al (2009) to open up new frontiers for the segment studied and close the gap pointed out by Kellar & Preis (2011).…”