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Nature and role of customer satisfaction in the solution business

  • The paper focuses on the solution business. Here we argue that the strategy can only lead a company to perform better if it encompasses a direct and positive effect on satisfaction with a supplier’s consulting capabilities. Hence we introduce the concept of consulting satisfaction, identify antecedents and analyze its consequences. To do so, we apply a mixed-methods approach. Content analysis from open interviews with company professionals yields a list of antecedents of consulting satisfaction used to devise a set of hypotheses. The latter was translated into a questionnaire based measurement instrument in order to first collect and then analyze data from a larger sample survey. Since three of the antecedents could not be supported by our study, possible explanations are presented. With our approach we tap new dimensions of solutions research. First, we inaugurate research on buying behavior within the field of solutions. Second, we stress the role of capabilities in this field and extend service–profit chain thinking. And third, we present consulting satisfaction as a lever to translate the S-D logic of marketing into more practical applications. To our knowledge this is a novel insight and can help industry decision makers better prepare for the solution business.

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Metadaten
Document Type:Article
Language:English
Parent Title (English):European Management Journal
Volume:32
Issue:3
First Page:487
Last Page:498
ISSN:0263-2373
DOI:https://doi.org/10.1016/j.emj.2013.08.002
Publisher:Elsevier
Date of first publication:2013/09/11
Tag:Business buying; Consulting; Mixed methods; Satisfaction; Solution
Departments, institutes and facilities:Fachbereich Wirtschaftswissenschaften
Centrum für Entrepreneurship, Innovation und Mittelstand (CENTIM)
Dewey Decimal Classification (DDC):600 Technik, Medizin, angewandte Wissenschaften / 650 Management, Öffentlichkeitsarbeit / 658 Allgemeines Management
Entry in this database:2015/04/02