The moderating effects of insupplier/outsupplier status on organizational buyer attitudes

Article Abstract:

A conceptual model of the relationships among buyers' perceptions of and attitudes toward elements of a vendor company's marketing mix is developed and tested, and the moderating effects of insupplier/outsupplier status are assessed. Attitude centrality and self-perception theories predict that buyer perceptions of and attitudes toward the company, the salesperson, and the product will be more closely interlinked for insuppliers than for outsuppliers. Theory regarding category-based affect and attitude accessibility predicts that buyers will use extrinsic cues to a greater extent when making judgments about outsupplier as compared with insupplier salespeople. The results indicated significant moderating effects of insupplier/outsupplier status and generally validated predictions made on the basis of attitude theory. Perceived company reputation was more strongly related to salesperson and product attitudes for insuppliers than for outsuppliers. Extrinsic cues were used to a greater extent by buyers evaluating outsuppliers. Implications of the findings for management and a more complete understanding of organizational buying are discussed. (Reprinted by permission of the publisher.)

Beliefs, opinions and attitudes, Industrial suppliers, Purchasing agents

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Modeling the determinants of customer satisfaction for business-to-business professional services

Article Abstract:

This research empirically examines for the first time the determinants of customer satisfaction or dissatisfaction (CS/D) in the context of business professional services. The simultaneous effect of key CS/D constructs (expectations, performance, and disconfirmation) and several variables - fairness (equity), purchase situation (novelty, importance, and complexity) - and individual-level variables (decision uncertainty and stakeholding) are examined in a causal path framework. Data were obtained from a two-stage longitudinal survey of client organizations. The results indicated substantial support for the hypothesized model. The effect of purchase situation and individual-level variables (via their indirect affects) rivals that of disconfirmation and expectations in explaining CS/D. Performance was found to affect CS/D directly but not as powerfully as disconfirmation. (Reprinted by permission of the publisher.)

Professional Services NEC, Other Services (except Public Administration), Models, Services industry, Service industries, Customer satisfaction, Professional services, Professional corporations

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Firm-to-firm and interpersonal relationships: Perspectives from advertising agency account managers

Article Abstract:

A quantitative study with advertising agency account managers analyzes the personal relationships experienced within the firm-to-firm exchange environment, similarities and differences between the experienced relationships and the association between individual and firm-to-firm relationships. The analysis shows that developing close, interpersonal relationships are beneficial to both their professional and personal lives.

Science & research, Influence, Interpersonal relations

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