Customer satisfation has been shown to be key in pursuing firm profitability, both in consumer and business markets. However, the raltionship between customer satisfation and the costs that company incurs to obtain satisfation has been less widely investigated. The present study seek 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 in B2B service that make it difficoult to correlate costs and income, the paper proposes a model to link the service component to satisfation, 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.

Assessing and managing the costs of satisfaction in B2B servicies

CUGINI, ANTONELLA;CARU', ANTONELLA;ZERBINI, FABRIZIO
2009

Abstract

Customer satisfation has been shown to be key in pursuing firm profitability, both in consumer and business markets. However, the raltionship between customer satisfation and the costs that company incurs to obtain satisfation has been less widely investigated. The present study seek 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 in B2B service that make it difficoult to correlate costs and income, the paper proposes a model to link the service component to satisfation, 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.
2009
Assessing and managing the costs o satisfaction in B2B servicies
Cugini, Antonella; Caru', Antonella; Zerbini, Fabrizio
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11565/3727220
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