The role of proactive postsales services in supplier innovativeness and customer satisfaction

被引：0
|
作者：
Nguyen Thi Mai Trang
Nguyen Dinh Tho
机构：
[1] University of Economics HCM City,School of Management
[2] University of Economics HCM City,International School of Business
[3] Western Sydney University,School of Business
来源：
Service Business | 2019年 / 13卷
关键词：
FsQCA; Proactive postsales services; Customer satisfaction; Supplier innovativeness; Service-dominant logic; Vietnam;
D O I：
暂无
中图分类号：
学科分类号：
摘要：
Drawing upon the service-dominant logic, this study investigates the effect of proactive postsales services (PPS) on supplier innovativeness and customer satisfaction. The study also explores the moderating roles of market mavenism and product category in these relationships. Results from structural equation modeling indicate that PPS has positive effects on both supplier innovativeness and customer satisfaction and that supplier innovativeness influences customer satisfaction. Further, product category moderates the effect of PPS on both supplier innovativeness and customer satisfaction. Results from fuzzy-set qualitative comparative analysis reveal several combinations of PPS components, supplier innovativeness, and market mavenism that form sufficient conditions for customer satisfaction.
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页码：249 / 268
页数：19
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