Determinants of customer benefits in business-to-business markets : a cross-cultural comparison

Homburg, Christian ; Kuester, Sabine ; Beutin, Nikolas ; Menon, Ajay

W084_Determinants of Costumer Benefits in Business-to-Business Markets.pdf - Published

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URN: urn:nbn:de:bsz:180-madoc-424917
Document Type: Working paper
Year of publication: 2005
The title of a journal, publication series: Reihe: Wissenschaftliche Arbeitspapiere / Institut für Marktorientierte Unternehmensführung
Volume: W084
Place of publication: Mannheim
Publishing house: Inst. für Marktorientierte Unternehmensführung, Univ. Mannheim
Publication language: English
Institution: Business School > Marketing & Innovation (Kuester 2005-)
Business School > Business-to-Business Marketing, Sales & Pricing (Homburg 1998-)
Subject: 330 Economics
Abstract: The authors examine the concept of customer benefits in business-to-business markets within an international context. They make a distinction between core and add-on benefits. Product quality, service quality, flexibility, trust, joint action, and commitment of the supplier are discussed as determinants of these customer benefits. Analysis is based on 981 respondents in two countries. Results give support for the importance of the determinants for providing customer benefits. Furthermore, significant cultural differences could be observed with regard to the impact of different determinants on perceived customer benefits. Managerial implications, research limitations and directions for future research are presented following a discussion of the results.

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