A key issue for B2B industrial firms is to better understand the drivers of customer value and contract renewal decisions, due to the long-term supplier-customer…
A key issue for B2B industrial firms is to better understand the drivers of customer value and contract renewal decisions, due to the long-term supplier-customer relationships. When the B2B firm is operating across national boundaries, there is added complexity to the renewal decision, because the drivers are also influenced by cultural considerations. The purpose of this paper is to examine the main drivers of customer value creation and contract renewal intentions, for a large B2B firm operating in both the USA and Japan and compare the two data sets.
The company, which provided the data for the study, is a US Fortune 100 firm in the facilities management industry, operating worldwide. Data were collected using a survey questionnaire from a sample of the firm’s customers in two of its largest markets, the USA and Japan. The authors used PLS to analyze the data, and compare and contrast the drivers.
The findings highlight both similarities and differences across the two countries for the most influential drivers of customer value and contract renewal. Although no differences were found when examining the effect of relational drivers on contract renewal, differences were observed for utilitarian drivers: product quality and price.
The authors expected the relational drivers of contract renewal to be stronger in the high-context culture of Japan, but found that there were no differences with the US market. While relational drivers are important in the decision-making process in both countries, it seems that managers should focus more on price considerations in Japan. In contrast, product quality is relatively more important in the USA, when negotiating contract renewals with customers.
Noticeably absent from the B2B services literature is its application to international markets. In particular, research is lacking on the specific drivers of customer value and contract renewal intentions in the USA and Japan, despite the importance of long-term on-going contractual relationships in these markets. This study has provided additional insights into the complex world of contract renewal between international buyers and sellers of large industrial systems.
A collection of essays by a social economist seeking to balanceeconomics as a science of means with the values deemed necessary toman′s finding the good life and society…
A collection of essays by a social economist seeking to balance economics as a science of means with the values deemed necessary to man′s finding the good life and society enduring as a civilized instrumentality. Looks for authority to great men of the past and to today′s moral philosopher: man is an ethical animal. The 13 essays are: 1. Evolutionary Economics: The End of It All? which challenges the view that Darwinism destroyed belief in a universe of purpose and design; 2. Schmoller′s Political Economy: Its Psychic, Moral and Legal Foundations, which centres on the belief that time‐honoured ethical values prevail in an economy formed by ties of common sentiment, ideas, customs and laws; 3. Adam Smith by Gustav von Schmoller – Schmoller rejects Smith′s natural law and sees him as simply spreading the message of Calvinism; 4. Pierre‐Joseph Proudhon, Socialist – Karl Marx, Communist: A Comparison; 5. Marxism and the Instauration of Man, which raises the question for Marx: is the flowering of the new man in Communist society the ultimate end to the dialectical movement of history?; 6. Ethical Progress and Economic Growth in Western Civilization; 7. Ethical Principles in American Society: An Appraisal; 8. The Ugent Need for a Consensus on Moral Values, which focuses on the real dangers inherent in there being no consensus on moral values; 9. Human Resources and the Good Society – man is not to be treated as an economic resource; man′s moral and material wellbeing is the goal; 10. The Social Economist on the Modern Dilemma: Ethical Dwarfs and Nuclear Giants, which argues that it is imperative to distinguish good from evil and to act accordingly: existentialism, situation ethics and evolutionary ethics savour of nihilism; 11. Ethical Principles: The Economist′s Quandary, which is the difficulty of balancing the claims of disinterested science and of the urge to better the human condition; 12. The Role of Government in the Advancement of Cultural Values, which discusses censorship and the funding of art against the background of the US Helms Amendment; 13. Man at the Crossroads draws earlier themes together; the author makes the case for rejecting determinism and the “operant conditioning” of the Skinner school in favour of the moral progress of autonomous man through adherence to traditional ethical values.
The purpose of this paper is to investigate the drivers of customer value, and their respective relationships with customer satisfaction and behavioral intentions, between…
The purpose of this paper is to investigate the drivers of customer value, and their respective relationships with customer satisfaction and behavioral intentions, between two culturally distinct groups of adventure tourists.
The study adopted a descriptive design and compared data from 301 Japanese and Western adventure tourists who experienced the same adventure tour. The respondents were split into two groups, and a path modeling approach was used to examine similarities and differences.
The results indicated that Japanese tourists attached more importance to emotional value and novelty value. Western tourists, however, attached relatively more importance to the utilitarian dimension of price value for money.
The main implication of this study is that tourism operators should account for differences in value perceptions between Japanese and Western tourists when planning tour operations, training tour guides, and managing tour itineraries. Operators should also consider customizing their tour products to fit the specific needs of these different cultural groups. This reinforces the adaptation argument when marketing tourism to international consumers.
This study highlights that different value drivers affect the satisfaction and behavioral intentions of Japanese tourists, relative to Western tourists. The need for adaptation of tourism products toward certain international tourists is thus necessary. The research also reinforces the importance of conceptualizing and measuring customer value as a multidimensional construct in an international adventure tourism context.
Outlines new database products appearing in the Gale Directory of Databases, a two‐volume work published twice a year. Provides figures for the distribution and percentage…
Outlines new database products appearing in the Gale Directory of Databases, a two‐volume work published twice a year. Provides figures for the distribution and percentage of new and newly implemented business and law databases, together with a lits of the databases including name, vendor and medium. Briefly discusses these by each medium.
In September 1990 the Meadowhall Regional Shopping Centre inSheffield′s Lower Don Valley opened its doors to trading. There has beenmuch speculation of its anticipated…
In September 1990 the Meadowhall Regional Shopping Centre in Sheffield′s Lower Don Valley opened its doors to trading. There has been much speculation of its anticipated impact on neighbouring shopping centres. The Regional Shopping Centre phenomenon is briefly examined before looking at the likely impact of Meadowhall on Sheffield City Centre and Rotherham in more detail. Both centres face a number of problems in retail provision. Sheffield City Centre is hampered by its linear nature with three distinct areas of retailing. Like many town centres, problems of traffic congestion and the need for more parking are evident in both cases. Meadowhall provides 12,000 free parking spaces and will attract the car owner. With car ownership on the increase this has implications for existing retailers. Finally, the question of whether any initiatives are being proposed by public and private bodies to promote the traditional high street shopping environment in Sheffield or Rotherham is examined.
Sleep disorders are extremely common in children and young people, and even more so in those with developmental disabilities. This client subgroup may prove refractory to…
Sleep disorders are extremely common in children and young people, and even more so in those with developmental disabilities. This client subgroup may prove refractory to standard behavioural and other psychosocial interventions that usually help and it is frequent for clinicians to resort to medication approaches given the high levels of personal and family distress that result. There is a need not only for further well structured research in this field but also for efforts to tackle the frequent relative neglect by clinicians of more researched and considered approaches. This review examines these issues selectively, focusing on important clinical issues and predicaments, and attempts a start at an evidence‐based background for practical and rational prescribing in this area of common childhood psychopathology.
The volume of Japanese investment in the Queensland touristindustry in recent years has attracted much public comment, andaccusations of racism have been at the centre of…
The volume of Japanese investment in the Queensland tourist industry in recent years has attracted much public comment, and accusations of racism have been at the centre of some quite heated debate. Liberal economists argue that Japanese investment is essential for the future prosperity of the Queensland economy. This article challenges that view, and questions the validity of the arguments traditionally advanced in favour of Japanese involvement in the Queensland tourist industry. The author then goes on to suggest that all Australians have the opportunity to benefit from the growth of the tourism industry, and not just the privileged few. The article concludes by discussing the prospect of this happening, given existing social, political and institutional constraints.