A model of bank choice behavior for small and medium‐sized firms in the construction industry is developed and tested. The results suggest that bank choice behavior of homebuilders can be represented as a global construct with three viable components: search, credence and experience. The model...

Purpose – The purpose of this study is to examine the concept of customer value and its role in building switching costs perceptions. The current research develops scales and empirically validates a typology of customer value for business services. Design/methodolgy/approach – Through an...

Purpose – A recent development in customer value research is building theory that can help the field go beyond understanding what customers currently value to exploring how customers' perceptions of value change. This paper seeks to extend this emerging theory of customer value change to a...

Purpose – The purpose of this paper is to explore the determinants of users' adoption momentum of e‐banking in Malaysia. Design/methodology/approach – A questionnaire with four‐point Likert scale is applied to 324 usable responses. Ten attributes are tested, namely convenience of usage,...

Purpose – The purpose of this paper is to investigate business visitor behaviour at trade shows and to propose a complementary view based on the experiential perspective in marketing. Design/methodology/approach – The paper reports an ethnographic study conducted in the context of ten...

With continued growth in the industrial market being an important issue, firms need to maintain and expand their existing customer base. Careful consideration and evaluation of customer complaints are essential to this concern. An industrial marketer must develop appropriate policies and...

Considers the need for industrial marketers to understand buyers′ behavioural choices, which are affected by various factors. Examines types of behaviour and their implications for marketing strategy, offering a company example. Concludes that the development of a successful marketing strategy...

Purpose – Instead of being characterized as manufacturers competing among themselves for business, the marketplace today can be best depicted as powerful consumers competing among themselves. The purpose of this paper is to propose a framework of strategies employed by empowered consumers and...

Purpose – In this paper, the authors build a prescriptive framework for managers to help assess potential shifts in consumer behavior during economic recession. The framework offers a guide to help evaluate the extent of customer attrition risks, and to devise customer‐centric strategies to...