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Exploring satisfaction in business-to-business services: a path-analytic approach

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Abstract

In this article, we propose a path-analytic approach to model the relationships among overall satisfaction, satisfaction with higher order performance domains and the lower order performance attributes for business-to-business services. The model is estimated using data from the business customers of a large provider of electronics products and services. Our results show that overall satisfaction in such contexts may be driven by satisfaction on multiple higher order performance domains and the relevant lower order performance attributes may not drive satisfaction. An adoption of our modeling approach can help service providers make resource allocation decisions across performance domains and identify the micro-level performance levers that they can pull to manage satisfaction levels of their business clients.

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Authors and Affiliations

  1. Department of Marketing, Terry College of Business, University of Georgia, 130 Brooks Hall, Athens, GA, USA

    Piyush Kumar

  2. Department of Marketing, Wharton School of Business, University of Pennsylvania, Philadelphia, PA, USA

    Piyush Kumar

  3. Department of Marketing, Rawls College of Business, Texas Tech University, MS 2101, Lubbock, TX, USA

    Mayukh Dass & Omer Topaloglu

Authors
  1. Piyush Kumar
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  2. Mayukh Dass
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  3. Omer Topaloglu
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Correspondence to Piyush Kumar.

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Kumar, P., Dass, M. & Topaloglu, O. Exploring satisfaction in business-to-business services: a path-analytic approach. Serv Bus 5, 13–27 (2011). https://doi.org/10.1007/s11628-010-0099-x

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  • DOI: https://doi.org/10.1007/s11628-010-0099-x

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