Satisfaction and repurchase behavior in a business-to-business setting: Investigating the moderating effect of manufacturer, company and demographic characteristics

Even though the notion that high customer satisfaction leads to high repurchase rates is one of the fundamental assumptions of relationship marketing, empirical evidence concerning the satisfaction-retention link is mixed. Studies who investigated the satisfaction-retention link have shown that the relationship is weak and that customers repeatedly defect even though they state to be highly satisfied. Recent research has successfully been able to identify variables that moderate the link between satisfaction and repurchase behavior and can partially explain the weak overall relationship. However, almost all of previous research has been conducted in single brand, business-to-consumer contexts. In contrast to these studies, we investigate the differential effect of the manufacturer on the satisfaction-retention link in a business-to-business setting. Results show, that the satisfaction-retention link is moderated by demographic characteristics of a decider in a buying center, characteristics of the purchasing company and the manufacturer. Moreover several effects of demographic and company characteristics are specific to the manufacturer. Implications of the results for relationship management and customer lifetime value are discussed.     

Comparing the main effects and moderating effects of education among three models in IT service: a quantitative approach

This study examines the formation of relationship quality and loyalty for an ISP (Internet service provider). Three conceptual models are tested for comparison. In the models, relational selling behavior, network quality, and service recovery indirectly influence loyalty with an ISP through the mediation of relationship quality. That is, in model 1, relationship quality is examined as a single construct, rather than the second-order construct comprising satisfaction and trust in model 2. In model 3, satisfaction and trust are examined as two different constructs. Customer education moderates several paths of the three models. The moderating effects are simultaneously examined using data from customers of a Taiwan’s leading ISP. The test results indicate that the influence of satisfaction on loyalty and that of network quality on satisfaction are stronger for low education customers than high education customers, while the influence of trust on loyalty and that of network quality on trust are stronger for high education customers than low education customers. Furthermore, the influences of relational selling behavior and service recovery on satisfaction and trust are similar for both high education customers and low education customers. Implications of the empirical findings are also discussed.     

The Value of Housing Characteristics: A Meta Analysis

This paper provides a meta regression analysis of the nine housing characteristics that are appear most often in hedonic pricing models for single-family housing: square footage, lot size, age, bedrooms, bathrooms, garage, swimming pool, fireplace, and air conditioning. Meta regression analysis is useful for comparing the estimated regression coefficients from different studies. The goal in this study is to determine if the estimated coefficients vary by geographical location, time, type of data, and model specification. The results show that the estimated coefficients for some characteristics vary significantly by geographical location. These include square footage, lot size, age, bathrooms, swimming pool, and air conditioning. Controlling for time shows that the effects of these housing characteristics on house price have not changed over time. Controlling for type of data produces differences in coefficients for bathrooms. Controlling for wealth as measured by median household income has no significant impact on the coefficients for the housing characteristics. If the study controlled for square footage, the coefficients for lot size decrease. Controlling for the size of the hedonic model affects the coefficient for square footage.     

情景双元视角下知识搜寻协同对创新绩效的影响

知识搜寻协同对创新绩效影响的“黑箱”机理是什么？其中，外部搜寻环境扮演了什么角色？影响机理和环境之间有什么样的互动关系？围绕上述3个问题，构建一个有中介的调节效应模型，以中国本土生产性服务企业为样本进行分析，得出如下结论：①知识搜寻协同对创新绩效有正向影响；②情景双元在知识搜寻协同和创新绩效的关系中发挥中介作用；③网络惯例对知识搜寻协同与创新绩效的关系具有调节作用，而这种调节作用是通过情景双元的中介实现的。最后，为我国生产性服务企业基于搜寻协同的创新绩效提升提出可行策略。