The Impact of Interpersonal Satisfaction on Repurchase Decisions

Abstract

SUMMARY Having once made a purchase from a supplier, customer satisfaction has been found to drive buyers’decisions about the firms from which they will repurchase goods or services. Interpersonal satisfaction, the gratification that buyers receive from relationships with salespeople, is an important component of overall customer satisfaction. Even with the growing role of technology in procurement and supply chain management, interpersonal relationships between individual buyers and sellers are an important factor in supplier selection. Other components of overall satisfaction are satisfaction with the product or service and satisfaction with the performance of the supplier. In order to measure the role of these several aspects of overall satisfaction, a survey of Institute for Supply Management™ (ISM) members responsible for making repurchase decisions was conducted. The results demonstrate that satisfaction with the product, satisfaction with the supplier's performance, and satisfaction with the salesperson are correlated with intention to repurchase. Managerial implications of the results are discussed.

Examining the effect of salesperson service behavior in a competitive context

“…Ramsey and Sohi (1997) show that satisfied customers are more likely to anticipate future interactions with their salespeople, and Ganesan (1994) suggests that the more satisfied buyers are, the more likely they are to adopt a long-term relational view. Other researchers have shown that customer satisfaction is a good predictor of buyer behavior; both Brady and Cronin (2001) and Preis (2003) demonstrate that satisfaction drives the intention to repurchase, and Johnson, Barksdale, and Boles (2003) report that it makes customers more willing to pass leads on to salespeople. Similarly, satisfied customers are more likely to recommend their salespeople and spread good word of mouth about them (Brady & Cronin, 2001).…”

Personality orientations, emotional states, customer satisfaction, and intention to repurchase

“…Arieti (1974) and Fromme and O'Brien (1982) consider satisfaction as an emotion, whilst other researchers have stated that satisfaction is an expressed emotional reaction to a service context (Russell, 1980;Havlena and Holbrook, 1986). Preis (2003) suggests that the relationship between a service provider and the consumer has a positive impact on whether repurchase will occur. Therefore, personality as the antecedent influence of the interactions between consumersand-service providers may affect both the level of consumer satisfaction evaluation and the intention to repurchase.…”

The Fairness Relationship with Trust and Trustworthiness in Mobile Sector in Saudi Arabia

“…12, No. 4; respectful interactional relationship reflected by the way customer are being treated and dealt with, and from other side would highlight the need from mobile companies to be transparent and clear of the information they exchange with the customer, as interactional relationship proven to impact the trust relationship directly as highlighted by (Preis, 2003) that the gratification buyers receive from relationships with sales people, is an important component of overall customer satisfaction, whereby gratification are indicated as interpersonal satisfaction.…”