A dynamic, relational approach to B2B customer experience: A customer-centric perspective from a longitudinal investigation

Spiros, Gounaris and Almoraish, Ahmed ORCID: https://orcid.org/0000-0002-4724-9204 2024. A dynamic, relational approach to B2B customer experience: A customer-centric perspective from a longitudinal investigation. Journal of Business Research 177 , 114606. 10.1016/j.jbusres.2024.114606

Preview

PDF - Published Version Available under License Creative Commons Attribution. Download (4MB) | Preview

Abstract

Understanding the formation and dynamics of B2B customer experience (CX) is a key priority for marketing academics, with a notable gap necessitating empirical investigation. To address this gap, two studies were conducted. The first utilizes a mixed-method approach to generate and empirically assess a CX measure, with a specific focus on impressions during the service delivery stage from a relational perspective. The second using longitudinal data explored the impact of past impressions and specific supplier offerings on current customer impressions. The authors identified four types of impressions: two cognitive (factual and sagacious) and two affective (emotional and social) and highlighted that certain aspects of past impressions negatively impact the present. The paper further elucidates how the technical and functional components of the supplier's offering shape customer impressions, confirming the functional elements' impact on the affective impressions of the customer’s perceived CX and influencing the perceived relationship quality.

Item Type:	Article
Date Type:	Publication
Status:	Published
Schools:	Business (Including Economics)
Publisher:	Elsevier
ISSN:	0148-2963
Date of First Compliant Deposit:	3 May 2024
Date of Acceptance:	26 February 2024
Last Modified:	03 May 2024 13:46
URI:	https://orca.cardiff.ac.uk/id/eprint/167856

Actions (repository staff only)

Edit Item