Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries |
| |
Authors: | Joseph M Spiteri [Author Vitae] [Author Vitae] |
| |
Institution: | a 6255 RFD, Long Grove, IL 60047, USA b Sigmund Weis School of Business, Susquehanna University, 514 University Avenue, Selinsgrove, PA 17870, USA |
| |
Abstract: | The objective was to test a customer value variable, as operationalized by a modification of Ulaga and Eggert's scale, as a direct explanatory concept in predicting satisfaction, loyalty, and market performance in a hybrid veterinary pharmaceuticals market. The market was considered to be a hybrid because physicians purchase on behalf of their clients. The scale proved to be reliable and valid in a detail intensive market using 220 veterinary physicians as respondents. To achieve an acceptable structural equation modeling fit, the customer value variable had to be dropped. The final model indicated a direct influence by product, strategic, and personal benefits as well as perceived sacrifices on the dependent variables. Management implications of the study are described. |
| |
Keywords: | Customer value Satisfaction Ulaga-Eggert scale Veterinary pharmaceuticals |
本文献已被 ScienceDirect 等数据库收录! |
|