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30.07.2018 | Empirical article

The role of proactive postsales services in supplier innovativeness and customer satisfaction

verfasst von: Nguyen Thi Mai Trang, Nguyen Dinh Tho

Erschienen in: Service Business | Ausgabe 2/2019

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Abstract

Drawing upon the service-dominant logic, this study investigates the effect of proactive postsales services (PPS) on supplier innovativeness and customer satisfaction. The study also explores the moderating roles of market mavenism and product category in these relationships. Results from structural equation modeling indicate that PPS has positive effects on both supplier innovativeness and customer satisfaction and that supplier innovativeness influences customer satisfaction. Further, product category moderates the effect of PPS on both supplier innovativeness and customer satisfaction. Results from fuzzy-set qualitative comparative analysis reveal several combinations of PPS components, supplier innovativeness, and market mavenism that form sufficient conditions for customer satisfaction.

Vorheriger Artikel Developing a new conceptual framework for experience and value creation

Nächster Artikel Willingness to reciprocate in virtual health communities: the role of social capital, gratitude and indebtedness

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Titel: The role of proactive postsales services in supplier innovativeness and customer satisfaction
verfasst von: Nguyen Thi Mai Trang
Nguyen Dinh Tho
Publikationsdatum: 30.07.2018
Verlag: Springer Berlin Heidelberg
Erschienen in: Service Business / Ausgabe 2/2019
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-018-0381-x

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