Firm downsizing and satisfaction among United States and European customers |
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Authors: | Jeffrey E. Lewin Wim Biemans Wolfgang Ulaga |
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Affiliation: | a University of North Texas, Denton, TX 76203-1396, United States b University of Groningen, Groningen, The Netherlands c HEC School of Management, 1, rue de la Libération 78351 Jouy en Josas cedex Paris, France |
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Abstract: | This study examines the impact that downsizing of suppliers' sales and support personnel has on business customers' satisfaction. The study investigates what influence cultural differences may have on business customers' evaluations of satisfaction with and loyalty toward downsized suppliers. Survey data collected from 435 purchasing professionals in the United States, France, and The Netherlands provide answers to these research questions. Findings indicate that business customers are not satisfied with downsized suppliers' performance. However the results relating to cultural influence are mixed. This report suggests possibilities for future research efforts in this area. |
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Keywords: | Value Satisfaction Loyalty Downsizing Cultural differences |
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