Earl Naumann

The project management literature has typically focused on project efficiency measures such as time, cost and quality, and rarely examined broader measures of project success such as customer satisfaction and customer loyalty. In this study, we apply a Resource Based Theory (RBT) framework, and examine both ordinary and dynamic capabilities of the...

Purpose A key issue for B2B industrial firms is to better understand the drivers of customer value and contract renewal decisions, due to the long-term supplier-customer relationships. When the B2B firm is operating across national boundaries, there is added complexity to the renewal decision, because the drivers are also influenced by cultural co...

Purpose The purpose of this paper is to investigate the drivers of customer value, and their respective relationships with customer satisfaction and behavioral intentions, between two culturally distinct groups of adventure tourists. Design/methodology/approach The study adopted a descriptive design and compared data from 301 Japanese and Western...

A key issue for all firms conducting business across national boundaries is the degree to which they should standardise, or adapt, their products. In this study, we plan to examine the drivers of value and behavioural intentions, for a B2B firm operating in the US and Japan. The company, which provided the data for the study, is a US Fortune 100 fi...

Acknowledging the paucity of research on customers who are the targets of customer relationship management (CRM) efforts, this paper presents a contingency theory framework and set of research propositions suggesting that successful CRM adoption is contingent on a variety of contextual factors that influence value exchange in B2B channel relationsh...

A congruency theory approach is utilized to examine power within the industrial buying center. A mail survey of 204 individual purchasing agents was utilized to explore their bases of power in the purchasing decision process. Findings indicate that the bases of power appear to be independent of dimensions of organization structure. These results ha...

The paper is concerned with the degree of use of non-metric multidimensional scaling (and, by implication, other marketing research esoterica) by small retailers. The issues explored are the value of multidimensional scaling (MDS) to small retailers, factors limiting the use of MDS by small retailers, current mechanisms available to small retailers...

This research examined both the composition of the buying center and the variation in the relative influence of those members throughout purchase phases. The results indicated that variation in relative influence of several buying center members was significantly related to the purchase phase. The results have important implications for the develop...

One of the key issues for multinational corporations (MNCs) is whether to standardize their marketing approach across all countries or adapt their practices to fit each country. In order to make this decision, MNCs must determine if their marketing approach is cross-culturally appropriate and equivalent from country to country. Unfortunately, recen...

In a survey of CEOs of multinational corporations worldwide, becoming more customer focused, increasing customer satisfaction, and improving customer loyalty were among the primary challenges their companies were facing. Research has shown that increasing customer satisfaction typically leads to improved financial performance of various types. Howe...

Identifying the drivers of relationship quality, satisfaction and customer loyalty has been the subject of much marketing research for over twenty years. However, there are a number of gaps in the literature, especially in understanding the nature of the drivers of customer loyalty over time. We explored the relative stability of several customer a...

The purpose of this article is to report the results of a study that examines the drivers of customer satisfaction and repurchase intentions among Business-to-Business (B2B) service customers in Japan. The article offers both a conceptual and practical review of the literature surrounding service performance, customer satisfaction, and repurchase i...

Examined turnover of expatriate salespeople. American expatriate sales representatives based in Seoul, Beijing, Tokyo, Taipei, Hong Kong, Singapore, Bangkok, and Kuala Lumpur completed surveys concerning individual characteristics, job characteristics, organizational characteristics, salesforce attitudes, and propensity to leave. The research sugge...

Purpose This exploratory study aims to identify the key drivers of customer satisfaction for strategic consulting engagements in a global context. Specifically, the authors compare the attitudes of US and non‐US senior executives to learn how they evaluate consulting engagements. Design/methodology/approach The literature surrounding selection of...

Purpose This study aims to examine the relationships between customer satisfaction and a variety of company performance metrics at the firm‐level of analysis. Design /methodology/approach The primary research method used in the study was a longitudinal analysis of series of quarterly surveys of customer attitudes, in relation to various company pe...

Many research studies conclude that satisfaction is strongly and positively related to repurchase intentions and loyalty behaviour. However, companies are often faced with the perplexing question of why some customers, who are satisfied, still switch suppliers given the right circumstances. To answer this question, an exploratory research study was...

This paper offers both a conceptual and practical review of the existing research surrounding satisfaction and loyalty in B2B services. At present, despite a wealth of literature to the contrary, it is contended that the main effect between satisfaction and loyalty is inadequate to fully explain why customers stay with or leave an organisation. The...

Purpose The purpose of this paper is to provide a cross‐cultural comparison of customer satisfaction research in the USA and Japan. Design/methodology/approach The Multinational Corporation (MNC) in this study applies a standardized research approach worldwide to measure satisfaction among customers for business services. Quantitative surveys are...

Customer satisfaction and customer value are not exactly the same but are closely related pieces of the larger animal. It is important to remember that customers, like elephants, has very good memories. Customers do not quickly forget good or bad experiences with organizations and will usually demonstrate their satisfaction levels with their subseq...

Market research firms offer an essential service to their clients by providing information to reduce uncertainty in decision making. Research in the United States has identified techniques used by firms to generate such information. Similar research has provided limited insight to European research firms. However, little attention has been paid to...

Concepts drawn from models of the employee turnover process have been neglected as explanatory variables in the study of expatriate turnover. The study presented here attempted to provide a partial validation of turnover models in the international environment. The results indicated that several categories of predictor variables hypothesized as imp...

The study presented here attempted to identify the factors under the control of the organization that may predict expatriate job satisfaction. The results indicate that both job/task and organization characteristics are significantly related to both intrinsic and extrinsic job satisfaction. The results appear to have both managerial and research im...

Many factors may contribute to the high rate of expatriate turnover experienced by U.S. multinational corporations. The objective of this article is to present a comprehensive model of the expatriate turnover process by identifying the key contributing factors and suggesting intermediate linkages and relationships. The model appears to have both ma...

This research utilized microcontigency analysis to study buying center size. The constructs of purchase situations and purchase phases were drawn from the early organizational buyer behavior models and were validated as being significantly related to buying center size. The results have implications for industrial marketing research and strategy.

As the current world-wide protectionistic trend indicates, trade disputes are becoming increasingly important. In particular, non-tariff barriers have become prominent distortions to world trade flows and are, collectively, the source of much trade friction. The results of this study indicate that significant variations exist across selected Pacifi...

Two decades ago, leading marketing academicians called for the application of systems theory to marketing study (Fisk, 1967; Lazer and Kelly, 1962). Since then, few researchers have applied an open-systems level of analysis to the study of industrial marketing. While a few researchers have started moving in this direction (Spekman, 1977; Spekman an...

The Webster and Wind model of organizational buyer behavior enjoys considerable popularity. However, not all of its constructs and relationships among constructs have been validated by empirical research. The purpose of this study was to provide empirical evidence concerning the relationships between three of the model's critical constructs: buying...

Organizational purchasing usually involves numerous functional areas within a business. However, the specific nature of the interaction among various areas is relatively unknown. This research contributes to the body of knowledge in this area by examining the role that the engineering function plays in a variety of purchase situations.The results i...