Firm downsizing and satisfaction among United States and European customers

Jeffrey E. Lewin; Wim Biemans; Wolfgang Ulaga

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Firm downsizing and satisfaction among United States and European customers

机译：美国和欧洲客户的公司规模缩小和满意度

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摘要

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.

机译：本研究考察了缩小供应商销售和支持人员对业务客户满意度的影响。该研究调查了文化差异可能对企业客户对缩小规模的供应商的满意度和忠诚度评估的影响。从美国，法国和荷兰的435名采购专业人员那里收集的调查数据为这些研究问题提供了答案。调查结果表明，业务客户对缩小规模的供应商的绩效不满意。但是，与文化影响有关的结果好坏参半。该报告为该领域的未来研究工作提出了可能性。

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来源
《Journal of Business Research》 |2010年第7期|P.697-706|共10页
作者
Jeffrey E. Lewin; Wim Biemans; Wolfgang Ulaga;
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作者单位

University of North Texas, Denton, TX 76203-1396, United States Department of Marketing and Logistics, College of Business, University of North Texas, P. O. Box 311396, Denton, TX 76203-1396, United States;

University of Groningen, Groningen, The Netherlands University of Groningen, P.O. Box 72, 9700 AB,Croningen, The Netherlands;

HEC School of Management, 1, rue de la Liberation 78351 Jouy en Josas cedex Paris, France;

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原文格式 PDF
正文语种 eng
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关键词
value; satisfaction; loyalty; downsizing; cultural differences;

机译：值;满足;忠诚;精简文化差异;

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Firm downsizing and satisfaction among United States and European customers

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