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Article
Publication date: 24 August 2022

Dina Ribbink, Hubert Pun and Tingting Yan

When developing a new product, a buying firm solicits revenue sharing bids from two competing suppliers. Bidding behaviors of suppliers do not always align with…

Abstract

Purpose

When developing a new product, a buying firm solicits revenue sharing bids from two competing suppliers. Bidding behaviors of suppliers do not always align with predictions from rational agent models due to task uncertainty and bounded rationality, which could result in non-optimal supplier offers and ultimately hurt buying firm interests. This paper aims to discuss the aforementioned issues.

Design/methodology/approach

The authors built an analytical model that considers the impact of supplier technological risk, buyer–supplier coordination cost and supplier loss aversion on the optimal bid of the supplier. Next, using limited information processing capacity as a theoretic lens, the authors explore antecedents to the size of a focal supplier's bidding error, the absolute difference between the actual bid and the optimal bid. The authors used quantitative lab experimental data to test the hypotheses.

Findings

(1) Bounded rational bidders often fail to differentiate between relevant and irrelevant competitive information when placing bids, (2) loss aversion of a bidder significantly affects not only levels of bids, particularly for bidders with competitive disadvantages, but also sizes of the bidding error and (3) competitive information that has clearer performance implications are more influential in reducing sizes of bidding errors.

Originality/value

The results provide a comprehensive view of the bidding behaviors of a bounded rational supplier in an innovation outsourcing context with competition. With the results, managers now have a better understanding of behavioral influencers behind non-optimal supplier bids in an innovation outsourcing context.

Details

International Journal of Operations & Production Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 20 April 2012

Allard C.R. van Riel, Janjaap Semeijn, Dina Ribbink and Yvette Bomert‐Peters

In retail settings, customer satisfaction is generally associated with a global evaluation of the store, i.e. the store image. Waiting for service is not part of the store…

5929

Abstract

Purpose

In retail settings, customer satisfaction is generally associated with a global evaluation of the store, i.e. the store image. Waiting for service is not part of the store image dimensions, but it does play an increasingly important role in the retail experience where waits are often inevitable. The present study seeeks to investigate how waiting for service at the checkout counter influences overall satisfaction, along with the store image.

Design/methodology/approach

The study combines services marketing and waiting literature. Data were collected in various supermarkets in The Netherlands. A partial least squares regression technique is used to analyze the data.

Findings

The paper demonstrates an important and complementary role of the behavioural construct “negative response to the wait” in explaining overall customer satisfaction in a retail environment. The effect of customers' negative emotional response to the wait on satisfaction is partially mediated by store image, and explained variance in the dependent variable increases by 24 percent when the effect of the wait at the checkout is included.

Research limitations/implications

Measuring customer satisfaction without taking into account the effects of various waits during the retail experience will produce incomplete results.

Practical implications

Moreover, a range of controllable factors influences the customer's wait. Intelligently managing these factors can mitigate negative effects on customer satisfaction, or even increase the overall evaluation of the service. Specific recommendations for service managers and a research agenda are provided.

Originality/value

The study combines service marketing and waiting literature to address the issue of waiting in line and tests the theory with real‐world data from a field study.

Details

Journal of Service Management, vol. 23 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 1 December 2004

Dina Ribbink, Allard C.R. van Riel, Veronica Liljander and Sandra Streukens

In e‐commerce, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service. Since online transactions…

29315

Abstract

In e‐commerce, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service. Since online transactions involve many uncertainties for the customer, trust is a condition for exchange. Trust in the electronic medium – here called “e‐trust” – is believed to increase online customer loyalty, but empirical confirmations are scarce. The present study empirically investigates the roles of service quality, satisfaction and trust in an e‐commerce context. In the study, e‐trust is found to directly affect loyalty. The e‐service quality dimension of assurance, i.e. trusting the merchant, influences loyalty via e‐trust and e‐satisfaction. Other e‐quality dimensions, such as ease of use, e‐scape, responsiveness, and customization influence e‐loyalty mainly indirectly, via satisfaction. Managerial implications and suggestions for further research are provided.

Details

Managing Service Quality: An International Journal, vol. 14 no. 6
Type: Research Article
ISSN: 0960-4529

Keywords

Content available
Article
Publication date: 11 March 2014

251
Article
Publication date: 1 April 2005

Anders Gustafsson

To introduce the special issue focusing on the QUIS 9 symposium.

915

Abstract

Purpose

To introduce the special issue focusing on the QUIS 9 symposium.

Design/methodology/approach

A brief perspective of the best papers presented at the Quality in Services (QUIS9) symposium held at Karlstad university, Sweden in June 2004.

Findings

Outlines some of the highlights surrounding the conference.

Originality/value

Provides a brief report of the context of the conference.

Details

International Journal of Service Industry Management, vol. 16 no. 2
Type: Research Article
ISSN: 0956-4233

Keywords

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