The effect of B2B service experience on repurchase intention: Focus on roles of organizational agility and customer knowledge sharing
Seochul Jang,
Joonheui Bae and
Kyung Hoon Kim
Journal of Global Scholars of Marketing Science, 2022, vol. 32, issue 4, 645-659
Abstract:
As the importance of services grows, many business-to-business (B2B) firms are enhancing the value of customer service experience by digitally transforming services to find a point of differentiation from competitors. This study investigates the effect of service experience on repurchase intention in the capital goods industry and examines the roles of organizational agility as a mediator and customer knowledge sharing as a moderator. Data were collected from 264 customers and U.S. firms. Moreover, partial least squares structural equation modeling was used for the analysis. Results revealed a positive and significant relationship between service experience and organizational agility, and between organizational agility and repurchase intention. Additionally, organizational agility mediates the positive and significant relationship between service experiences and repurchase intention. Finally, customer knowledge sharing plays a positive and crucial moderating role in the relationship between service experience and organizational agility. These findings are a step forward from the existing conceptual study on service experience and demonstrate that the firm’s organizational agility enhances the customer’s service experience and influences repurchasing intention between the period of the customer’s initial purchasing behavior and the next repurchase. This study contributes to the literature on service experience in the B2B service setting.
Date: 2022
References: Add references at CitEc
Citations:
Downloads: (external link)
http://hdl.handle.net/10.1080/21639159.2022.2105245 (text/html)
Access to full text is restricted to subscribers.
Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
HTML/Text
Persistent link: https://EconPapers.repec.org/RePEc:taf:jgsmks:v:32:y:2022:i:4:p:645-659
Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/RGAM20
DOI: 10.1080/21639159.2022.2105245
Access Statistics for this article
Journal of Global Scholars of Marketing Science is currently edited by Seong-Yeon Park
More articles in Journal of Global Scholars of Marketing Science from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().