Getting to Know Them: The Effect of Customer Experience in a Business-to-Business Market

Suzan Burton; John Roberts; Simon Sheather

doi:10.1007/978-3-319-17356-6_66

Getting to Know Them: The Effect of Customer Experience in a Business-to-Business Market

Suzan Burton, John Roberts, Simon Sheather

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

Abstract

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.

Original language	English
Title of host publication	Developments in Marketing Science
Subtitle of host publication	Proceedings of the Academy of Marketing Science
Pages	210-213
Number of pages	4
DOIs	https://doi.org/10.1007/978-3-319-17356-6_66
State	Published - 2015

Publication series

Name	Developments in Marketing Science: Proceedings of the Academy of Marketing Science
ISSN (Print)	2363-6165
ISSN (Electronic)	2363-6173

Bibliographical note

Publisher Copyright:
© 2015, Academy of Marketing Science.

Keywords

Business Market
Consumer Research
Customer Satisfaction
Experienced Customer
Repurchase Intention

ASJC Scopus subject areas

Strategy and Management
Marketing

Access to Document

10.1007/978-3-319-17356-6_66

Cite this

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abstract = "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.",

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Getting to Know Them: The Effect of Customer Experience in a Business-to-Business Market. / Burton, Suzan; Roberts, John; Sheather, Simon.
Developments in Marketing Science: Proceedings of the Academy of Marketing Science. 2015. p. 210-213 (Developments in Marketing Science: Proceedings of the Academy of Marketing Science).

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

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Getting to Know Them: The Effect of Customer Experience in a Business-to-Business Market

Abstract

Publication series

Bibliographical note

Keywords

ASJC Scopus subject areas

Access to Document

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Cite this