The joint effect of buyer-supplier interaction and service complexity on B2B buyer satisfaction

被引：0

作者：

Teixeira, Rafael ^{[1
]}

Paiva, Ely Laureano ^{[2
]}

de Matos, Celso Augusto ^{[3
]}

Vesel, Patrick ^{[4
]}

机构：

[1] Coll Charleston, Sch Business, Dept Supply Chain & Informat Management, 5 Liberty St,Suite 300, Charleston, SC 29464 USA

[2] Fundacao Getulio Vargas FGV EAESP, Program Business Adm, Av 9 Julho,2029 3rd Floor, BR-01313902 Sao Paulo, SP, Brazil

[3] Unisinos Univ, Unisinos Business Sch, Av Dr Nilo Pecanha 1600, BR-91330002 Porto Alegre, RS, Brazil

[4] BTC dd, Smartinska 152, Ljubljana 1000, Slovenia

来源：

INTERNATIONAL JOURNAL OF SERVICES TECHNOLOGY AND MANAGEMENT | 2020年 / 26卷 / 06期

关键词：

service complexity; interaction frequency; business-to-business; B2B; technological services; CUSTOMER SATISFACTION; PERFORMANCE IMPLICATIONS; BUSINESS SERVICES; CO-CREATION; UNCERTAINTY; MANAGEMENT; QUALITY; CUSTOMIZATION; DETERMINANTS; TECHNOLOGIES;

D O I：

暂无

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

This study investigates the influence of interaction frequency between service providers and business-to-business (B2B) buyers on buyer satisfaction, taking into account technological services of varying degrees of complexity. Simply put, interaction frequency is moderated by service complexity. Higher levels of service complexity require more interactions between service providers and B2B buyers so that they can exchange information and prepare for service co-production. Data were collected from 228 B2B buyers of telecommunications services in Brazil. The results show that buyer satisfaction is associated with low and medium levels of service complexity and interaction frequency; however, high levels of these variables were not found.

引用

页码：455 / 477

页数：23

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