TY  - JOUR
AB  - Purpose– The aim of this article is to provide an understanding of how satisfaction, quality, and value affect repurchase and positive word‐of‐mouth in a business‐to‐business (B2B) setting. Most previous studies in this area apply to business‐to‐consumer (B2C) situations.Design/methodology/approach– A survey of 382 users of freight services was undertaken in the USA. An exploratory pilot study was undertaken to gain a better understanding of these users and to test the research instrument. Structural equation modeling was used to test the constructs.Findings– The results showing the best‐fit model identified a number of relationships that were unexpected. These are discussed in detail.Practical implications– Managers have a model, survey instrument and methodology that service firms can use to establish what they are doing right or wrong to retain customers. Managers are also given guidelines on how to increase customer satisfaction in B2B services.Originality/value– This paper deals with these constructs in a B2B service environment.
VL  - 22
IS  - 5
SN  - 0887-6045
DO  - 10.1108/08876040810889139
UR  - https://doi.org/10.1108/08876040810889139
AU  - Molinari Lori K.
AU  - Abratt Russell
AU  - Dion Paul
PY  - 2008
Y1  - 2008/01/01
TI  - Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context
T2  - Journal of Services Marketing
PB  - Emerald Group Publishing Limited
SP  - 363
EP  - 373
Y2  - 2024/04/25
ER  -