Business-to-business customers who are dissatisfied with services or products may respond
by voicing complaints, by exiting the transaction relationships, by spreading negative word …

Purpose–One of the causes of change in business relationships comes from incidents that
deviate in a positive or negative way from the expected and normal relationship pattern. This …

Customer relationships, particularly in a business-to-business environment, are evaluated
and enhanced by generating actionable inferences through the measurement and analysis …

Purpose–The paper's purpose is to broaden knowledge of customer satisfaction and loyalty
in business‐to‐business markets. Design/methodology/approach–The authors propose and …

Key account management (KAM) is a rapidly growing area of interest in business-to-
business marketing. However, unnoticed by marketing, a quiet revolution has taken place in …

Purpose This paper aims to investigate to what extent core, technical and social components
of relationship value influence customer satisfaction and loyalty in the high technology …

The dark side of buyer–seller relationships may be treated as an under investigated field of
research. The main objective of this paper was to explore the negative consequences of …

This paper investigates direct and moderating role of product superiority between project
management and customer satisfaction. The data comes from customer satisfaction surveys …

The starting point for this study was the obvious “mismatch” between the dominating,
consumer marketing-oriented way of approaching customer satisfaction on the one hand …

Purpose There are numerous studies on satisfaction, but not enough on dissatisfaction
when its consequences can be harmful. This study aims to examine different unsatisfactory …