A pesar de las diferentes críticas que ha recibido el modelo SERVQUAL propuesto por
Zeithaml, Parasuraman y Berry, este aún sigue vigente y ha permitido mostrar que la …

Purpose The COVID-19 pandemic started a new era in understanding the topic of resilience
and adaptability. The human society has not faced such a widespread global challenge until …

Bonoma and Clark's view (1988), that measuring marketing effectiveness is stubbornly
resistant to definition and application, remains true-especially within SMEs. This article …

This paper addresses sustainable development through the lens of the Viable Systems
Approach (VSA), a theoretical approach developed by, among others, Golinelli (2000, 2005 …

The purpose of this case-based research is to analyze and discuss Alibaba Group (hereafter
Alibaba) and its entrepreneurial growth and global expansion in B2B/B2C markets. The …

This paper focuses on analysing the determinants of satisfaction (service quality, perceived
value), as well as its possible influence on customer loyalty of freight forwarders to freight …

Purpose This study aims to investigate the role of three customer equity drivers on customer
repurchase intent in business-to-business (B2B) markets. It also explores the interconnected …

Although vendor firms invest heavily in technologies to digitalize business-to-business (B2B)
service orchestration, little is known about the mechanisms through which high quality …

Many business-to-business (B2B) managers think that customers act rationally and base
decisions mostly on price, customer loyalty isn't considered. Companies outsource various …

Background: There is a clear difference of opinion amongst researchers on the
interrelatedness of the variables trust, commitment, satisfaction, coordination, cooperation …