Scholars have used the attribute-based model of overall satisfaction extensively in consumer markets. Yet, business-to-business (B2B) firms also strive to improve overall satisfaction and financial performance by improving satisfaction on key attributes. We develop an attribute-based model to...

Marketing scholars have hypothesized and found a linear and symmetric association between different dimensions of customer commitment and behavioral intentions. We utilize a four dimensional conceptualization of commitment to hypothesize an asymmetric association among the different dimensions...

Previous research assumes an unconditionally positive association of perceived switching costs — financial, procedural and relational — with repurchase intentions. The authors theorize that price sensitivity differentially moderates the relationship of repurchase intentions with three...

Many business-to-business (B2B) selling situations involve outside sales (OS) representatives (reps) interfacing with customers and inside sales (IS) rep largely supporting OS reps. Put differently, OS reps are linchpins, while IS reps generally have auxiliary roles. Perhaps for this reason, the...

B2B markets are increasingly shifting toward online channels, but online transactions still only represent only a small fraction of total sales. This creates a hybrid channel, where some products exist in a multi-channel environment and others do not (i.e., offline exclusive, mixed channel,...