The impact of service/product performance and problem-solving on relationship satisfaction

Ruben Chumpitaz and Nicholas Paparoidamis ()
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Ruben Chumpitaz: LEM - Lille économie management - UMR 9221 - UA - Université d'Artois - UCL - Université catholique de Lille - Université de Lille - CNRS - Centre National de la Recherche Scientifique

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Abstract: Purpose The purpose of this paper is to merge service and product quality concepts as well as problem-solving capabilities and relationship satisfaction into an integrative model and empirically test it in business-to-business (B2B) context. Design/methodology/approach Hypothesis testing was performed using a structural equation model based on a LISREL approach applied to a sample of 1,218 industrial buying centers producing and marketing food and beverage products for industrial use in Belgium, France and Holland. Findings The model allows a comparison between the relative efficacy of product quality, service and sales quality as well as problem-solving in driving relationship satisfaction. The results demonstrate the relative effectiveness of sales team quality while also emphasizing the importance of problem-solving in building relationship satisfaction. Originality/value This study makes theoretical and empirical contributions providing a better understanding of the impact of service/product quality and problem-solving in building relationship satisfaction in a B2B context.

Date: 2020-04-10
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Published in ARLA, Academia Revista Latinoamericana de Administración, 2020, 33 (1), pp.95-113. ⟨10.1108/ARLA-11-2018-0266⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03140197

DOI: 10.1108/ARLA-11-2018-0266

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