How to Enhance Corporate Customers’ Loyalty on Purchasing Service Products? Exploring from the Perspective of Information Search

Tsu-Yeh Fan, Bo-Yu Pan, Shen- Der Tseng and Li-Ping Chao ()
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Tsu-Yeh Fan: Department of Commerce Technology and Management, Chihlee University of Technology, New Taipei City 220, Taiwan
Bo-Yu Pan: Department of Business Administration, National Chengchi University, Taipei City 116, Taiwan
Shen- Der Tseng: Neweb Information Co., Ltd., Taipei City 114, Taiwan
Li-Ping Chao: Department of Commerce Technology and Management, Chihlee University of Technology, New Taipei City 220, Taiwan

Sustainability, 2023, vol. 15, issue 9, 1-24

Abstract: Building upon the literature’s contribution to organizational procurement, enterprises must confront challenges derived from the uncertainty of collective decision-making and increasing efforts to scan for relevant information among providers. Especially for service products that cannot be tried in advance, how should corporate customers determine the price/performance of products before purchasing? This study explores ways to overcome the effect of these vulnerabilities and advance the quality of service and the loyalty framework to enrich the information processing theory. The results indicate that perceived value and relationship quality have greater effects on loyalty than service quality. Thus, if service providers can maintain amicable relationships and interactions with enterprise users, this will help the vendor provide enterprise users with appropriate product information in their service process, increasing the enterprise users’ loyalty. This study also proposes practical implications for the research results above, providing the information service industry with feasible service model suggestions and maintaining a sustainable competitive advantage. This study addresses relevant challenges faced by practitioners and provides managerial guidance to strengthen customer loyalty.

Keywords: organizational purchase; service quality; loyalty; perceived value; relationship quality; information search (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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