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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