Nature and role of customer satisfaction in the solution business

Frank Jacob, Ulrich Kleipaß and Alexander Pohl

European Management Journal, 2014, vol. 32, issue 3, 487-498

Abstract: The paper focuses on the solution business. Here we argue that the strategy can only lead a company to perform better if it encompasses a direct and positive effect on satisfaction with a supplier’s consulting capabilities. Hence we introduce the concept of consulting satisfaction, identify antecedents and analyze its consequences. To do so, we apply a mixed-methods approach. Content analysis from open interviews with company professionals yields a list of antecedents of consulting satisfaction used to devise a set of hypotheses. The latter was translated into a questionnaire based measurement instrument in order to first collect and then analyze data from a larger sample survey. Since three of the antecedents could not be supported by our study, possible explanations are presented. With our approach we tap new dimensions of solutions research. First, we inaugurate research on buying behavior within the field of solutions. Second, we stress the role of capabilities in this field and extend service–profit chain thinking. And third, we present consulting satisfaction as a lever to translate the S-D logic of marketing into more practical applications. To our knowledge this is a novel insight and can help industry decision makers better prepare for the solution business.

Keywords: Solution; Consulting; Satisfaction; Business buying; Mixed methods (search for similar items in EconPapers)
Date: 2014
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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DOI: 10.1016/j.emj.2013.08.002

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