Purpose – The aim of this study is to identify the drivers that influence customer satisfaction in a business‐to‐business context. Design/methodology/approach – A survey‐based field study was conducted in which 1,068 business customers of a manufacturer of hydraulic and pneumatic...

Purpose – The purpose of this paper is to examine the differential influence of three drivers of loyalty on the dimensions of loyalty. The three drivers are stake, satisfaction, and the value of switching service providers. The dimensions of loyalty are behavioral response, commitment to the...