Access the full text.
Sign up today, get DeepDyve free for 14 days.
Barbara Čater, Tomaž Čater (2009)
Relationship‐value‐based antecedents of customer satisfaction and loyalty in manufacturingJournal of Business & Industrial Marketing, 24
Li-tze Hu, P. Bentler (1999)
Cutoff criteria for fit indexes in covariance structure analysis : Conventional criteria versus new alternativesStructural Equation Modeling, 6
P.M. Blau, D.L. Sills
Interaction: social exchange
W. Moncrief, Greg Marshall, Felicia Lassk (2006)
A Contemporary Taxonomy of Sales PositionsJournal of Personal Selling & Sales Management, 26
Julie Johnson, H. Barksdale, James Boles (2001)
The Strategic Role of the Salesperson in Reducing Customer Defection in Business RelationshipsJournal of Personal Selling & Sales Management, 21
Christian Homburg, Annette Giering, Ajay Menon (2003)
Relationship Characteristics as Moderators of the Satisfaction-Loyalty Link: Findings in a Business-to-Business ContextJournal of Business-to-Business Marketing, 10
Florian Wangenheim, Tomás Bayón (2007)
The chain from customer satisfaction via word-of-mouth referrals to new customer acquisitionJournal of the Academy of Marketing Science, 35
R. Money (2004)
Word-of-mouth promotion and switching behavior in Japanese and American business-to-business service clientsJournal of Business Research, 57
Papassapa Rauyruen, K. Miller (2007)
Relationship quality as a predictor of B2B customer loyaltyJournal of Business Research, 60
E. Anderson, Mary Sullivan (1993)
The Antecedents and Consequences of Customer Satisfaction for FirmsMarketing Science, 12
T.L. Keiningham, T. Aksoy Perkins‐Munn, D. Estrin
Does customer satisfaction lead to profitability? The mediating role of share‐of‐wallet
G.L. Lilien
Business marketing: present and future
S. Beatty, M. Mayer, J. Coleman, K. Reynolds, Jung-ki Lee (1996)
Customer-sales associate retail relationshipsJournal of Retailing, 72
Brian Rutherford, James Boles, H. Barksdale, Julie Johnson (2008)
Buyer's Relational Desire and Number of Suppliers Used: The Relationship Between Perceived Commitment and ContinuanceJournal of Marketing Theory and Practice, 16
Brian Rutherford, James Boles, H. Barksdale, Julie Johnson (2006)
Single Source Supply Versus Multiple Source Supply: A Study into the Relationship Between Satisfaction and Propensity to Stay Within a Service SettingJournal of Personal Selling & Sales Management, 26
Y. Zhao, L. Smith
How supplier involvement influences buyer satisfaction and trust: a study of industrial markets
B. Cooil, T. Keiningham, Lerzan Aksoy, Michael Hsu (2007)
A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer CharacteristicsJournal of Marketing, 71
S. Srinivasan, Rolph Anderson, Kishore Ponnavolu (2002)
Customer loyalty in e-commerce: an exploration of its antecedents and consequencesJournal of Retailing, 78
J. Swan, R. Oliver (1989)
Postpurchase communications by consumersJournal of Retailing, 65
I. Geyskens, J. Steenkamp, Nirmalya Kumar (1999)
A Meta-Analysis of Satisfaction in Marketing Channel RelationshipsJournal of Marketing Research, 36
C. Lambe, C. Wittmann, Robert Spekman (2001)
Social Exchange Theory and Research on Business-to-Business Relational ExchangeJournal of Business-to-Business Marketing, 8
N. Coviello, R. Brodie (2001)
Contemporary marketing practices of consumer and business‐to‐business firms: how different are they?Journal of Business & Industrial Marketing, 16
K. Reynolds, Mark Arnold (2000)
Customer Loyalty to the Salesperson and the Store: Examining Relationship Customers in an Upscale Retail ContextJournal of Personal Selling & Sales Management, 20
A. Mägi (2003)
Share of wallet in retailing: the effects of customer satisfaction, loyalty cards and shopper characteristicsJournal of Retailing, 79
J. Gaski, J. Nevin (1985)
The Differential Effects of Exercised and Unexercised Power Sources in a Marketing ChannelJournal of Marketing Research, 22
Po-Young Chu, Kuo-Hsiung Chang, Hsu-Feng Huang (2012)
How to increase supplier flexibility through social mechanisms and influence strategiesJournal of Business & Industrial Marketing, 27
T. Keiningham, Tiffany Perkins-Munn, Lerzan Aksoy, D. Estrin (2005)
Does customer satisfaction lead to profitabilityManaging Service Quality, 15
D. Narayandas
Building loyalty in business markets
Nwamaka Anaza, Brian Rutherford (2011)
Multisource Commitment to Suppliers and SalespeopleJournal of Marketing Channels, 18
J. Belonax, S. Newell, Richard Plank (2007)
The Role of Purchase Importance on Buyer Perceptions of the Trust and Expertise Components of Supplier and Salesperson Credibility in Business-To-Business RelationshipsJournal of Personal Selling & Sales Management, 27
S. Lam, Venkatesh Shankar, M. Erramilli, B. Murthy (2004)
Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service contextJournal of the Academy of Marketing Science, 32
Ernest Cooke (1986)
What Is Business And Industrial MarketingJournal of Business & Industrial Marketing, 1
J.F. Hair, W.C. Black, B.J. Babin, R.E. Anderson
Multivariate Data Analysis
Shankar Ganesan (1994)
Determinants of Long-Term Orientation in Buyer-Seller Relationships:Journal of Marketing, 58
P. Rauyruen, K.E. Miller
Relationship quality as a predictor of business‐to‐business customer loyalty
S. Gounaris (2005)
Trust and commitment influences on customer retention: insights from business-to-business servicesJournal of Business Research, 58
D. Sills (1969)
International encyclopedia of the social sciencesAmerican Educational Research Journal, 6
Robert Palmatier, L. Scheer, J. Steenkamp (2007)
Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned LoyaltyJournal of Marketing Research, 44
E. Anderson (1998)
Customer Satisfaction and Word of MouthJournal of Service Research, 1
Das Narayandas (2005)
Build loyalty in business markets.Harvard business review, 83 9
K. Reynolds, S. Beatty (1999)
Customer benefits and company consequences of customer-salesperson relationships in retailingJournal of Retailing, 75
J. Thibaut, H. Kelley (1960)
The social psychology of groups
J. Hair, W. Black, Barry Babin, Rolph Anderson (2009)
Multivariate Data Analysis (7th ed.
T. Keiningham, Tiffany Perkins-Munn, H. Evans (2003)
The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business EnvironmentJournal of Service Research, 6
Kevin Bradford, Barton Weitz (2009)
Salespersons’ Management of Conflict in Buyer–Seller RelationshipsJournal of Personal Selling & Sales Management, 29
S. Newell, J. Belonax, M. McCardle, Richard Plank (2011)
The Effect of Personal Relationship and Consultative Task Behaviors on Buyer Perceptions of Salesperson Trust, Expertise, and LoyaltyJournal of Marketing Theory and Practice, 19
R. Silvestro, S. Cross (2000)
Applying the service profit chain in a retail environmentInternational Journal of Service Industry Management, 11
Deepak Sirdeshmukh, Jagdip Singh, B. Sabol (2002)
Consumer Trust, Value, and Loyalty in Relational ExchangesJournal of Marketing, 66
R. Lacey, R. Morgan (2008)
Customer advocacy and the impact of B2B loyalty programsJournal of Business & Industrial Marketing, 24
F. Dwyer, Sejo Oh (1987)
Output Sector Munificence Effects on the Internal Political Economy of Marketing ChannelsJournal of Marketing Research, 24
B. Goff, James Boles, D. Bellenger, Carrie Stojack (1997)
The influence of salesperson selling behaviors on customer satisfaction with productsJournal of Retailing, 73
Chris Baumann, Suzan Burton, G. Elliott (2005)
Determinants of customer loyalty and share of wallet in retail bankingJournal of Financial Services Marketing, 9
Ying Huang, B. Sternquist, Chun Zhang, R. Calantone (2011)
A Mixed-Method Study of the Effects of Guanxi Between Salespersons and Buyers on Retailer–Supplier Relationships in ChinaJournal of Marketing Channels, 18
R. Rust, Anthony Zahorik (1993)
Customer satisfaction, customer retention, and market shareJournal of Retailing, 69
James Barry, P. Dion, W. Johnson (2008)
A cross‐cultural examination of relationship strength in B2B servicesJournal of Services Marketing, 22
Gerrard Macintosh, L. Lockshin (1997)
Retail relationships and store loyalty: A multi-level perspectiveInternational Journal of Research in Marketing, 14
F. Buttle (1998)
Word of mouth: understanding and managing referral marketingJournal of Strategic Marketing, 6
Purpose – This study aims to examine the satisfaction‐loyalty framework on word‐of‐mouth communications (WOMC) and share‐of‐purchases in situations where business‐to‐business (b‐t‐b) buyers have a relationship with both the salesperson and the selling firm. Design/methodology/approach – This study uses an online panel to examine respondents with b‐t‐b purchasing authority for their given firm. Lisrel 8.52 was used to examine the proposed structural model. Findings – This study finds that satisfaction, loyalty and WOMC with regards to the salesperson directly impacts satisfaction, loyalty and WOMC with the selling firm, respectively. Also, the study finds that certain levels of buyer satisfaction and loyalty impact post purchase behavior and spending. Research limitations/implications – Several contributions emerge from the proposed model to advance relationships within b‐t‐b markets by examining methods in which salespeople can directly influence their company’s financial outcome in the form of increased customer spending; examining methods for increasing buyers’ WOMC; expanding the current body of knowledge examining the buyer–selling firm relationship as two unique, but related, relationships; and further revealing the dichotomy between consumer markets and b‐t‐b markets. Originality/value – This research authenticates the need to examine satisfaction, loyalty and WOMC from a multi‐level perspective in b‐t‐b environments. Further, the understanding of share‐of‐purchases is advanced.
Journal of Business and Industrial Marketing – Emerald Publishing
Published: May 27, 2014
Keywords: Satisfaction; Loyalty; Business‐to‐business; Share‐of‐purchases; Word‐of‐mouth communication
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.