Determinants of Customer Benefits in Business-to-Business Markets: A Cross-Cultural Comparison

Journal of International Marketing, Vol. 13, Issue 3, pp. 1-31, 2005

Posted: 11 Oct 2014 Last revised: 7 Apr 2016

See all articles by Christian Homburg

Christian Homburg

University of Mannheim - Department of Marketing; University of Melbourne - Department of Management and Marketing

Sabine Kuester

University of Mannheim, Department of Marketing & Innovation

Nikolas Beutin

Independent

Ajay Menon

Colorado State University, Fort Collins - Department of Marketing

Date Written: August 1, 2005

Abstract

The authors examine the concept of customer benefits in business-to-business markets in an international context. They distinguish between core and add-on benefits, and they discuss product quality, service quality, flexibility, trust, joint action, and commitment of the supplier as determinants of these customer benefits. They base their analysis on 981 respondents in two countries. The results suggest the importance of understanding the determinants in providing customer benefits. Furthermore, the authors observe significant cultural differences with respect to the impact of different determinants on perceived customer benefits. Following a discussion of the results, the authors present managerial implications, research limitations, and directions for further research.

Keywords: Customer services, business-to-business transactions, customer relations, cultural values

JEL Classification: M31

Suggested Citation

Homburg, Christian and Kuester, Sabine and Beutin, Nikolas and Menon, Ajay, Determinants of Customer Benefits in Business-to-Business Markets: A Cross-Cultural Comparison (August 1, 2005). Journal of International Marketing, Vol. 13, Issue 3, pp. 1-31, 2005, Available at SSRN: https://ssrn.com/abstract=2508195

Christian Homburg

University of Mannheim - Department of Marketing ( email )

Universitaetsbibliothek Mannheim
Zeitschriftenabteilung
Mannheim, 68131
Germany

University of Melbourne - Department of Management and Marketing

5th Floor Babel Building
Melbourne, Victoria 3010
Australia

Sabine Kuester (Contact Author)

University of Mannheim, Department of Marketing & Innovation ( email )

Germany

Nikolas Beutin

Independent ( email )

Ajay Menon

Colorado State University, Fort Collins - Department of Marketing ( email )

United States

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