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Firm downsizing and satisfaction among United States and European customers

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  • Lewin, Jeffrey E.
  • Biemans, Wim
  • Ulaga, Wolfgang

Abstract

This study examines the impact that downsizing of suppliers' sales and support personnel has on business customers' satisfaction. The study investigates what influence cultural differences may have on business customers' evaluations of satisfaction with and loyalty toward downsized suppliers. Survey data collected from 435 purchasing professionals in the United States, France, and The Netherlands provide answers to these research questions. Findings indicate that business customers are not satisfied with downsized suppliers' performance. However the results relating to cultural influence are mixed. This report suggests possibilities for future research efforts in this area.

Suggested Citation

  • Lewin, Jeffrey E. & Biemans, Wim & Ulaga, Wolfgang, 2010. "Firm downsizing and satisfaction among United States and European customers," Journal of Business Research, Elsevier, vol. 63(7), pages 697-706, July.
    • Handle: RePEc:eee:jbrese:v:63:y:2010:i:7:p:697-706
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    References listed on IDEAS

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    Cited by:

    1. G. Tomas M. Hult & Forrest V. Morgeson III & Udit Sharma & Claes Fornell, 2022. "Customer satisfaction and international business: A multidisciplinary review and avenues for research," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 53(8), pages 1695-1733, October.
    2. Zorn, Michelle L. & Norman, Patricia M. & Butler, Frank C. & Bhussar, Manjot S., 2017. "Cure or curse: Does downsizing increase the likelihood of bankruptcy?," Journal of Business Research, Elsevier, vol. 76(C), pages 24-33.
    3. Ramos, Carla & Claro, Danny P. & Germiniano, Renato, 2023. "The effect of inside sales and hybrid sales structures on customer value creation," Journal of Business Research, Elsevier, vol. 154(C).

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