This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/08858629910290210. When citing the…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/08858629910290210. When citing the article, please cite: Ralf Schellhase, Petra Hardock, Martin Ohlwein, (1999), “Customer satisfaction in business-to-business marketing: the case of retail organizations and their suppliers”, Journal of Business & Industrial Marketing, Vol. 14 Iss: 5/6, pp. 416 - 432.
Ralf Schellhase, Petra Hardock and Martin Ohlwein
Develops an orientation system for measuring customer satisfaction. Reveals dimensions of satisfaction experienced by retailers, taking account of the relevant literature…
Abstract
Develops an orientation system for measuring customer satisfaction. Reveals dimensions of satisfaction experienced by retailers, taking account of the relevant literature, empirical studies on the satisfaction of retail organizations with their suppliers and the results of discussion with experts. Confirms that these are verified according to empirical criteria and quantified in respect of their contribution to delivering satisfaction to retailers. Identifies approaches on which to base activities, allowing suppliers of branded articles to give their customers greater customer satisfaction.
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Quan Tran and Carmen Cox
In the literature on product branding, significant attention is given to brand equity in the consumer context, but relatively little attention is paid to the application of the…
Abstract
In the literature on product branding, significant attention is given to brand equity in the consumer context, but relatively little attention is paid to the application of the concept in the business-to-business (B2B) context. Even less research exists on the role of brand equity in the retailing context. Retailers are often seen as irrelevant to the source of brand value, resulting in manufacturers not targeting retailers to help them build stronger brands. Potential occurs, therefore, for some channel conflict to exist between manufacturers and retailers. On the one hand, retailers tend to focus on building their own, private brands to differentiate themselves from other retail competitors and to increase their power in relation to manufacturer brands. At the same time, most retailers still need to create a good image in the consumer marketplace by selling famous, manufacturer-branded products. In other words, retailers often have to sell famous brands even if they would prefer to sell other brands including their own. Manufacturers tend to focus their brand-building efforts on the consumer market to entice consumers to insist that retailers stock their brands, rather than placing any real emphasis on building a strong and positive brand relationship with the retailer directly.
Pascal Bruno, Valentyna Melnyk and Kyle B. Murray
The literature to-date has focused on dimensions of emotions based on emotions’ affective state (captured by valence, arousal and dominance, PAD). However, it has ignored that…
Abstract
Purpose
The literature to-date has focused on dimensions of emotions based on emotions’ affective state (captured by valence, arousal and dominance, PAD). However, it has ignored that emotional reactions also depend on emotions’ functionality in serving to solve recurrent adaptive problems related to survival and reproduction. Evolutionary psychology suggests that relationships with others are the key that helps individuals reach both goals. The purpose of this paper is to conceptualize, measure and validate the temperature dimension of emotions that underlies such human relationships, as suggested by frequent verbalization of emotional states via temperature-related terms (“cold fear” and “warm love”).
Design/methodology/approach
Across three studies (nStudy1a = 71; nStudy1b = 33; and nStudy2 = 317) based on samples from two countries (Germany and the USA) and using two different methods (semantic and visual), the temperature dimension of emotions is conceptualized and measured. Across a wide spectrum of emotions, factor analyses uncover temperature as an emotional dimension distinct from PAD and assess the dimension’s face, discriminant, convergent, nomological and criterion validity.
Findings
Emotional temperature is a bipolar dimension of an affective state that underlies human relationships, ranging from cold to warm, such that social closeness is linked to emotional warmth and social distance to emotional coldness. Emotional temperature is uncovered as a dimension distinct from PAD, that is, it is correlated with but separate from PAD.
Research limitations/implications
In this research, a portfolio of 17 basic emotions relevant in everyday consumption contexts was examined. Future research could further refine the emotional temperature dimension by analyzing more complex emotions and their position on the temperature map. In general, this paper sets the stage for additional work examining emotional temperature and its effects on consumer behavior.
Practical implications
The results have strategic implications for marketers on which emotions to select for campaigns, depending on factors like the climate or season.
Social implications
This research provides a better foundation upon which to understand the effect of emotions that invoke warmth or coldness.
Originality/value
To the best of the authors’ knowledge, this research is the first to conceptualize, measure and comprehensively validate the temperature dimension of emotions.
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Francisco Guzmán, Fayez Ahmad and Ross W. Johnson
Business organizations are evermore expected to behave conscientiously, but a lack of clarity remains regarding this strategy for business-to-business (B2B) brands. This paper…
Abstract
Purpose
Business organizations are evermore expected to behave conscientiously, but a lack of clarity remains regarding this strategy for business-to-business (B2B) brands. This paper aims to develop and validate a B2B brand conscientiousness model that identifies what factors are driving this approach.
Design/methodology/approach
The research model is validated through a three-stage study that collects insights from high-level executives, mid-level managers and employees in B2B firms. Whereas the first two exploratory stages follow a qualitative approach to identify what factors motivate B2B firms to be conscientious and develop a model, the third stage empirically tests the proposed model through structural equation modeling.
Findings
The results suggest that brand conscientiousness is viewed as an important strategy by B2B stakeholders. Whereas perceived risk discourages, external and internal stakeholder expectations and a firm’s financial commitment to a cause encourage, brands to pursue a conscientious approach. Furthermore, a B2B conscientious strategy must be perceived as authentic. Long-term commitment to the cause, strategic alignment of brand values with the cause and a congruent delivery of the brand’s promise are the drivers of this perceived authenticity.
Originality/value
This paper contributes to the emerging knowledge on B2B conscientious brands by confirming the importance of this approach in a B2B context, identifying the factors that B2B stakeholders – executives, managers and employees – believe are driving it and highlighting the importance and identifying the factors that drive its perceived authenticity.
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Katherine Tyler, Mark Patton, Marco Mongiello and Derek Meyer
The purpose of this article is to review the emerging literature of services business markets (SBMs) from 1974 to 2007 and analyse main themes that indicate the development of the…
Abstract
Purpose
The purpose of this article is to review the emerging literature of services business markets (SBMs) from 1974 to 2007 and analyse main themes that indicate the development of the literature. It also aims to provide an introduction to the special issue on services business‐to‐business markets by examining the context.
Design/methodology/approach
The literature of SBMs from 1974 through 2007 was searched in relevant databases. The articles were analysed using Glaser's grounded theory. The constant comparison method was used with in vivo coding to reveal themes in the literature. These themes were then analysed contextually.
Findings
The literature revealed seven themes which followed a trajectory from implicit to explicit consideration of SBMs, as well as to multi‐ and cross‐disciplinary focus with integration of variables from consumer services marketing. The landscape for SBMs has become blurred due to deregulation, globalisation and information technology, particularly the internet and e‐commerce. The complexity and diversity of the literature reflects this new, blurred reality.
Research limitations/implications
This research is limited to indicative literature about SBMs as an introduction to the special issue on services business‐to‐business markets. The literature would benefit from a full critical review and research agenda.
Practical implications
The integration of theories coupled with the focus on specific service sectors and contexts, provide useful, applicable and transferable concepts which may be helpful to managers who are working in new contexts.
Originality/value
This article surveys the emergence of the literature on SBMs and defines its trajectory, themes and characteristics. It provides a useful background for academics and practitioners who would find a guide to the fissiparous literature on SBMs useful.