Firm downsizing and satisfaction among United States and European customers

Wolfgang Ulaga, Wim Biemans and Jeffrey E. Lewin
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Wolfgang Ulaga: GREGH - Groupement de Recherche et d'Etudes en Gestion à HEC - HEC Paris - Ecole des Hautes Etudes Commerciales - CNRS - Centre National de la Recherche Scientifique
Wim Biemans: University of Groningen [Groningen]
Jeffrey E. Lewin: Department of Marketing & Logistics - UNT - University of North Texas

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Abstract: This study examines the impact that downsizing of suppliers' sales and support personnel has on business customers' satisfaction. The study investigates what influence cultural differences may have on business customers' evaluations of satisfaction with and loyalty toward downsized suppliers. Survey data collected from 435 purchasing professionals in the United States, France, and The Netherlands provide answers to these research questions. Findings indicate that business customers are not satisfied with downsized suppliers' performance. However the results relating to cultural influence are mixed. This report suggests possibilities for future research efforts in this area.

Keywords: Value; Satisfaction; Loyalty; Downsizing; Cultural differences (search for similar items in EconPapers)
Date: 2010-07
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Citations: View citations in EconPapers (3)

Published in Journal of Business Research, 2010, 63 (7), pp.697-706. ⟨10.1016/j.jbusres.2009.05.005⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-00528407

DOI: 10.1016/j.jbusres.2009.05.005

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