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Article
Publication date: 10 March 2020

Ruben Chumpitaz and Nicholas G. Paparoidamis

The purpose of this paper is to merge service and product quality concepts as well as problem-solving capabilities and relationship satisfaction into an integrative model…

Abstract

Purpose

The purpose of this paper is to merge service and product quality concepts as well as problem-solving capabilities and relationship satisfaction into an integrative model and empirically test it in business-to-business (B2B) context.

Design/methodology/approach

Hypothesis testing was performed using a structural equation model based on a LISREL approach applied to a sample of 1,218 industrial buying centers producing and marketing food and beverage products for industrial use in Belgium, France and Holland.

Findings

The model allows a comparison between the relative efficacy of product quality, service and sales quality as well as problem-solving in driving relationship satisfaction. The results demonstrate the relative effectiveness of sales team quality while also emphasizing the importance of problem-solving in building relationship satisfaction.

Originality/value

This study makes theoretical and empirical contributions providing a better understanding of the impact of service/product quality and problem-solving in building relationship satisfaction in a B2B context.

Propósito

El propósito de este trabajo es fusionar los conceptos de servicio y calidad del producto, las capacidades de resolución de problemas y la satisfacción relacional en un modelo integrador y probar este modelo empíricamente en un contexto B2B.

Diseño/Metodología/Enfoque

Para contrastar las hipótesis propuestas se aplicó un modelo de ecuaciones estructurales, utilizando el enfoque LISREL, aplicado a una muestra de 1218 centros de compras industriales que producen y comercializan productos de alimentación y bebidas para uso industrial en Bélgica, Francia y Holanda.

Resultados

El modelo permite una comparación de la eficacia relativa de la calidad del producto, la calidad del servicio y las ventas, así como la resolución de problemas en la construcción de la satisfacción relacional. Los resultados demuestran la efectividad relativa de la calidad del equipo de ventas, al tiempo que enfatizan la importancia de la resolución de problemas en la construcción de la satisfacción relacional.

Originalidad/Valor

Este estudio hace una contribución teórica y empírica para comprender mejor el impacto de la calidad del servicio / producto y la resolución de problemas en la construcción de la satisfacción relacional en un contexto B2B.

Details

Academia Revista Latinoamericana de Administración, vol. 33 no. 1
Type: Research Article
ISSN: 1012-8255

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Article
Publication date: 25 February 2019

Nicholas G. Paparoidamis and Huong Thi Thanh Tran

This paper aims to examine whether consumers respond differently to different types of eco-innovations and to explore how and under what conditions eco-friendly consumer…

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2069

Abstract

Purpose

This paper aims to examine whether consumers respond differently to different types of eco-innovations and to explore how and under what conditions eco-friendly consumer innovativeness (ECI) impacts consumers’ perception and adoption intentions.

Design/methodology/approach

Two online experiments with real consumers in the USA were conducted to test the hypothesized relationships. Two eco-innovation products were examined: a connected vacuum cleaner (Study 1) and an innovative smartphone (Study 2).

Findings

First, consumers tend to express more positive product beliefs, higher preferences and stronger adoption intentions toward resource use elimination innovations compared with the other types of eco-innovations across two product categories. Although consumers are not willing to pay more, they would adjust their payment equity by increasing consumption levels for resource use elimination innovations. Second, this research demonstrates ECI affects adoption intentions via formulating consumer perceptions of product eco-friendliness. Perceived trade-offs between eco-friendly benefits and product effectiveness strengthens the positive effect of ECI while weakening the impact of perceived product eco-friendliness on adoption intentions.

Research limitations/implications

Future studies may validate and extend the results for marketing communication to different types of eco-friendly innovative consumers to determine which marketing messages best match the perceptions and preferences of certain eco-friendly innovative consumers.

Practical implications

This study offers useful insights for strategic research-and-development investment and decision-making processes in selecting the best-suited approaches to developing eco-innovations and maximizing their success in the commercialization phase. Specifically, firms should place greater emphasis on resource use elimination innovation, which could evoke more positive consumer responses than resource use efficiency innovations and resource use substitution innovations. Moreover, it is important to improve the segmentation of the early adopters in the eco-innovation market with respect to specific types of eco-innovations so that marketers can distinctively address eco-friendly innovative consumers that best fit the potential user profile of their products.

Originality/value

The current research is novel as neither an empirically nor a theoretically founded framework has been suggested to examine how and why consumers respond differently to different types of eco-innovations. The findings shine new lights on eco-innovation research by providing useful insights into the underlying mechanisms and the conditions under which ECI affects consumers’ responses.

Details

European Journal of Marketing, vol. 53 no. 8
Type: Research Article
ISSN: 0309-0566

Keywords

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Article
Publication date: 24 July 2009

Nicholas G. Paparoidamis and Paolo Guenzi

This study aims to develop and test a model of relationship selling management. It seeks to examine the impact of leadership quality and relationship selling, as…

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3581

Abstract

Purpose

This study aims to develop and test a model of relationship selling management. It seeks to examine the impact of leadership quality and relationship selling, as antecedents of salespeople's relational behaviours, on sales effectiveness.

Design/methodology/approach

Starting from a review of literature, the model incorporates two classes of salespeople's relational behaviours, namely customer‐oriented selling (COS) and adaptive selling (AS), two classes of managerial antecedents (i.e. relationship selling strategy and LMX) and one consequence (sales effectiveness). The authors collected data from 164 sales manager‐salesperson dyads in a sample of French firms. A structural equation modelling approach was employed to test the hypotheses.

Findings

The findings show that relationship selling and LMX stimulate salespeople's relational behaviours, which in turn positively affect sales effectiveness. Moreover, the results reveal a positive impact of relationship selling on sales manager‐salesperson exchanges.

Research limitations/implications

The study is cross‐sectional, and many other relevant constructs should be investigated in future research on the topic. Objective measures of performance may also be incorporated.

Practical implications

The study demonstrates that companies can stimulate desirable behaviours of salespeople, which drive to better performance, by leveraging on controllable organisational factors, i.e. selling strategy and leadership.

Originality/value

The research fills three important gaps in the extant literature. First of all, the study clearly sheds some light on the role played by specific organisational variables (e.g. leader‐member exchange quality) and behaviours of salespeople in implementing relational strategies. Second, the study shows that the quality of the relationship between supervisors and salespeople can affect specific behaviours of subordinates. Third, the paper contributes to a better understanding of organisational drivers of customer‐oriented selling and adaptive selling, and finds evidence of a positive impact of such behaviours on sales effectiveness.

Details

European Journal of Marketing, vol. 43 no. 7/8
Type: Research Article
ISSN: 0309-0566

Keywords

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Article
Publication date: 1 August 2005

Nicholas G. Paparoidamis

Although sales managers influence to a great extent their salespeople's outcomes, research examining the impact of leadership effectiveness and learning orientation in the…

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3534

Abstract

Purpose

Although sales managers influence to a great extent their salespeople's outcomes, research examining the impact of leadership effectiveness and learning orientation in the sales department is limited. As such, an investigation of the impact of sales managers' learning values and leadership – on the grounds of goal‐setting and leader‐member exchange (LMX) theories – on salespeople's goal orientation and performance is warranted. This paper aims to investigate these issues.

Design/methodology/approach

To explore these issues, the author presents the extant literature on learning orientation, goal orientation and leadership quality, in an effort to provide the basis for the development of theoretical propositions. A strategic learning pathway is proposed for further research indicating that sales managers' learning orientation and leadership affect salespeople's goal orientation and performance.

Practical implications

Each of the underlying propositions is explored and managerial and research implications are identified. The proposed model indicates that it is vital for sales managers to pursue strategic learning and create favourable learning conditions and processes that facilitate organisational learning and change.

Originality/value

The research framework provides a new perspective to sales managers for strategic implementation of learning practices in the sales environment.

Details

Management Decision, vol. 43 no. 7/8
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 31 July 2007

Ruben Chumpitaz Caceres and Nicholas G. Paparoidamis

The purpose of this study is to establish a theoretical basis for evaluating a strategic increase in customers' perceptions of service/product quality – specifically in…

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28096

Abstract

Purpose

The purpose of this study is to establish a theoretical basis for evaluating a strategic increase in customers' perceptions of service/product quality – specifically in terms of an increase in relationship quality and customer loyalty in a B2B environment – and to test this theoretical basis empirically.

Design/methodology/approach

Drawing on the relationship‐marketing literature, the authors empirically test a model of business loyalty in a sample of 234 advertising agencies' clients.

Findings

Using the Grönroos conceptualisation, a clear pattern of service‐quality dimensions is established and several important findings are reported – including empirical verification of the mediating role of overall relationship satisfaction in the formation of loyalty attributes. The effects of trust and commitment are also verified.

Research limitations/implications

Studies that model attitudinal as well as behavioural relationship outcomes have strong precedence in the relationship marketing area. Although in this study the “intentions” approach is followed rather than a behavioural one, the measurement of the real behaviour of industrial clients proves to be very difficult from a practical point‐of‐view.

Practical implications

In this service continuum, managers need to clearly define relationship development strategies, service provision policies and develop homogeneous service provision. Towards this direction, it is essential that firms communicate the service and product quality standards to partners so that differences in service provision can be avoided.

Originality/value

The study integrates the concepts of service/product quality, relationship satisfaction, trust, and commitment in a business‐loyalty model, demonstrating the benefits of investing in relationships based on trust and commitment.

Details

European Journal of Marketing, vol. 41 no. 7/8
Type: Research Article
ISSN: 0309-0566

Keywords

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Article
Publication date: 1 April 2004

Ruben Chumpitaz and Nicholas G. Paparoidamis

Drawing on relevant literature, the authors empirically test a model of business loyalty in a sample of 234 clients of information systems suppliers, integrating the…

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6945

Abstract

Drawing on relevant literature, the authors empirically test a model of business loyalty in a sample of 234 clients of information systems suppliers, integrating the concepts of service quality, satisfaction, and loyalty. The study builds on recent advances in services marketing theory and assesses the relationships underlying the identified constructs in the specific industry. A clear pattern of service quality dimensions is established following the Grönroos conceptualisation. Several important findings are reported, including the empirical verification of the mediating role of industrial satisfaction in the formation of loyalty attributes. Industrial satisfaction fully mediates the relationship between accessibility and loyalty and partially mediates latent construct's relationship with technical assistance and delivery service. The results provide robust evidence concerning the direct effect of industrial satisfaction on loyalty. accessibility, delivery, and product reliability as antecedents of industrial satisfaction.

Details

Managing Service Quality: An International Journal, vol. 14 no. 2/3
Type: Research Article
ISSN: 0960-4529

Keywords

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Article
Publication date: 6 July 2020

Yi-Hsin Lin, Yanzhe Guo, Chan-Joong Kim, Po-Han Chen and Mingwei Qian

In the process of undertaking overseas construction projects, relational governance has become indispensable for project stakeholders. This study examines how relational…

Abstract

Purpose

In the process of undertaking overseas construction projects, relational governance has become indispensable for project stakeholders. This study examines how relational governance influences contractors' adaptability to foreign situations and whether such associations are positively moderated by international environmental complexity.

Design/methodology/approach

A crosssectional survey methodology was applied to collect primary data through questionnaires sent to domestic contractors in China and South Korea (hereafter Korea). Multiple regression analysis was used to test the effects of four dimensions of relational governance on contractor adaptability. Thereafter, the Chinese and Korean subsamples were tested separately through moderated regression analysis to explore differences in the influence of relational governance on adaptability.

Findings

The results showed that quality communication, favor exchange and establishing an emotional relationship significantly and positively affected a contractor’s adaptability. However, there were significant differences between the Chinese and Korean international contractors in terms of the moderating effects of international environment complexity.

Research limitations/implications

East Asian engagement in international development is not limited to China and Korea alone, and the study should be replicated using large representative samples from more countries, such as Japan, to gain a fuller understanding of the influence of relational governance.

Originality/value

The results have great significance for the managers of international contractors in East Asian countries and contribute to the research on relational governance and contractor adaptability.

Details

Engineering, Construction and Architectural Management, vol. 27 no. 10
Type: Research Article
ISSN: 0969-9988

Keywords

Abstract

Details

International Marketing Review, vol. 36 no. 4
Type: Research Article
ISSN: 0265-1335

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