Linking service quality to B2B service repurchase intentions: the role of functional service quality

Wenting Zou, Saara Brax, Mervi Vuori, Risto Rajala, Kari Tanskanen, Esa Viitamo

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientific

Abstract

Service quality plays an important role in service providers’ success and survival in the competitive business environment. The relationship between customer-perceived service quality on customer repurchase intentions has been well demonstrated in B2C service contexts, but in-depth knowledge of this relationship in B2B service contexts remains scant. The present study proposes that the effects of customer-perceived service quality on their repurchase intentions are fully mediated by buyer-supplier relationship quality. Also, by applying Grönroos (1984) model of service quality – with technical and functional dimensions, the effects of technical and functional service quality on relationship quality are investigated and compared. Based on survey data consisting of 141 purchasing professionals from 23 countries, the results show that compared with customer-perceived technical service quality, functional service quality is the more important determinant of relationship quality in B2B services. However, the present study contributes to the existing B2C research, by showing that the relationship between customer-perceived functional service quality and repurchase intentions is fully mediated by relationship quality.
Original languageEnglish
Title of host publicationAnnual Industrial Marketing and Purchasing Group Conference
PublisherIndustrial Marketing and Purchasing Group (IMP)
Pages1-24
Publication statusPublished - 30 Aug 2016
MoE publication typeB3 Non-refereed article in conference proceedings
EventAnnual Industrial Marketing and Purchasing Group Conference - Poznan, Poland
Duration: 30 Aug 20163 Sep 2016
Conference number: 32

Conference

ConferenceAnnual Industrial Marketing and Purchasing Group Conference
Abbreviated titleIMP
CountryPoland
CityPoznan
Period30/08/201603/09/2016

Keywords

  • service quality
  • relationship quality
  • repurchase intentions
  • B2B services

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    Zou, W., Brax, S., Vuori, M., Rajala, R., Tanskanen, K., & Viitamo, E. (2016). Linking service quality to B2B service repurchase intentions: the role of functional service quality. In Annual Industrial Marketing and Purchasing Group Conference (pp. 1-24). Industrial Marketing and Purchasing Group (IMP).