Information Gathering and Customer Value Creation in Business-to-Business Services: Applied to the Telecommunications Industry

Journal of Customer Service in Marketing and Management, Vol. 1, No. 2, pp. 123-146, 1995

Posted: 28 Feb 2012

See all articles by Roger Calantone

Roger Calantone

Michigan State University

Anthony Di Benedetto

Temple University

Geoffrey Gordon

affiliation not provided to SSRN

Date Written: 1995

Abstract

Regardless of whether a product or a service is offered, or whether the customer is an organization or a final consumer, the company that adopts a market orientation has the greatest potential for success in the marketplace. This study examines whether the adoption of business-to-business services by customer firms is influenced by the perceived level of market orientation of the service provider. Empirical results from the telecommunications industry showed that if the vendor firm were perceived to gather relevant customer information and to provide a more valuable service offer to the customer firm, the customer would weight the value of the service offer more highly in the adoption decision.

Suggested Citation

Calantone, Roger and Di Benedetto, Anthony and Gordon, Geoffrey, Information Gathering and Customer Value Creation in Business-to-Business Services: Applied to the Telecommunications Industry (1995). Journal of Customer Service in Marketing and Management, Vol. 1, No. 2, pp. 123-146, 1995. Available at SSRN: https://ssrn.com/abstract=2012564

Roger Calantone

Michigan State University ( email )

Agriculture Hall
East Lansing, MI 48824-1122
United States

Geoffrey Gordon

affiliation not provided to SSRN ( email )

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