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EnglishCustomer satisfaction has been shown to be key in pursuing firm profitability, both in consumer and business markets. However, the relationship between customer satisfaction and the costs that a company incurs to obtain satisfaction has been less widely investigated. The present study seeks to fill in this gap, by identifying the levers controlling the relationship between value-for-customer and costs in B2B service industries. By exploring those characteristics of B2B services that make it difficult to correlate costs and income, the article proposes a model to link the service component to satisfaction, on the one hand, and to activity costs, on the other. The model is tested on a set of business customers of an advertising agency.
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| Titolo: | Assessing And Managing The Costs Of Satisfaction In B2B Services |
| Data di pubblicazione: | 2010 |
| Autori: | |
| Autori: | Cugini, Antonella; Caru', Antonella; Zerbini, Fabrizio |
| Rivista: | STRATEGIC INNOVATION AND SUSTAINABILITY |
| Abstract: | Customer satisfaction has been shown to be key in pursuing firm profitability, both in consumer and business markets. However, the relationship between customer satisfaction and the costs that a company incurs to obtain satisfaction has been less widely investigated. The present study seeks to fill in this gap, by identifying the levers controlling the relationship between value-for-customer and costs in B2B service industries. By exploring those characteristics of B2B services that make it difficult to correlate costs and income, the article proposes a model to link the service component to satisfaction, on the one hand, and to activity costs, on the other. The model is tested on a set of business customers of an advertising agency. |
| Appare nelle tipologie: | 01 - Article in academic journal / Articolo su rivista Scientifica |
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