In business to business markets users are typically very experienced with the product or service. This study examines the effect of different levels of experience on satisfaction judgements, and on subsequent word of mouth intention in a business to business market. It finds that customer experience has an additive effect on disconfirmation of expectations. At any level of disconfirmation of expectations, more experienced customers were more satisfied. It also finds an interaction between experience and satisfaction in predicting word of mouth. At lower levels of satisfaction, more experienced customers were much less willing to recommend the service.
|Title of host publication||Developments in Marketing Science|
|Subtitle of host publication||Proceedings of the Academy of Marketing Science|
|Number of pages||4|
|State||Published - 2015|
|Name||Developments in Marketing Science: Proceedings of the Academy of Marketing Science|
Bibliographical notePublisher Copyright:
© 2015, Academy of Marketing Science.
- Business Market
- Consumer Research
- Customer Satisfaction
- Experienced Customer
- Repurchase Intention
ASJC Scopus subject areas
- Strategy and Management