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Abstracts prior to volume 5(1) have been archived!

Issue 5(1), October 2010 -- Paper Abstracts
Girard  (p. 9-22)
Cooper (p. 23-32)
Kunz-Osborne (p. 33-41)
Coulmas-Law (p.42-46)
Stasio (p. 47-56)
Albert-Valette-Florence (p.57-63)
Zhang-Rauch (p. 64-70)
Alam-Yasin (p. 71-78)
Mattare-Monahan-Shah (p. 79-94)
Nonis-Hudson-Hunt (p. 95-106)



JOURNAL OF STRATEGIC INNOVATION AND SUSTAINABILITY


Assessing and Managing the Costs of Satisfaction in B2B Services


Author(s): Antonella Cugini, Antonella Carù, Fabrizio Zerbini

Citation: Antonella Cugini, Antonella Carù, Fabrizio Zerbini, (2010) "Assessing and Managing the Costs of Satisfaction in B2B Services," Journal of Strategic Innovation and Sustainability, Vol. 6, Iss. 4, pp. 50 - 79

Article Type: Research paper

Publisher: North American Business Press

Abstract:

Customer satisfaction has been shown to be key in pursuing firm profitability, both in consumer and business markets. However, the relationship between customer satisfaction and the costs that a company incurs to obtain satisfaction has been less widely investigated. The present study seeks 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 of B2B services that make it difficult to correlate costs and income, the article proposes a model to link the service component to satisfaction, 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.