IDEAS home Printed from https://ideas.repec.org/a/spr/sjobre/v56y2004i3d10.1007_bf03372735.html
   My bibliography  Save this article

Kundenbindung in industriellen Zuliefer-Abnehmer-Beziehungen

Author

Listed:
  • Heribert Gierl

    (Universität Augsburg)

  • Gunter Gehrke

    (Universität Augsburg)

Abstract

Summary In this paper we consider options of suppliers to increase the probability of future orders of their industrial customers. First, we develop a typology of strategies, which can be used to strengthen their customers’ loyalty by creating economic or psychological switching barriers. We discuss value enhancing activities, process optimizing activities, reputation building activities, and flexibility increasing activities. Second, we derive hypotheses under which conditions each of these strategies is expected to be superior to others. Based upon data from a sample of German car industry suppliers we prove the effectiveness of the strategies successfully. Furthermore, we demonstrate that the results of the strategies under consideration depend on the supplier’s situation, which is determined by the supplier’s product share to his customer’s product as well as by his product’s technical superiority compared to his competitors’ alternatives.

Suggested Citation

  • Heribert Gierl & Gunter Gehrke, 2004. "Kundenbindung in industriellen Zuliefer-Abnehmer-Beziehungen," Schmalenbach Journal of Business Research, Springer, vol. 56(3), pages 203-236, May.
  • Handle: RePEc:spr:sjobre:v:56:y:2004:i:3:d:10.1007_bf03372735
    DOI: 10.1007/BF03372735
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/BF03372735
    File Function: Abstract
    Download Restriction: no

    File URL: https://libkey.io/10.1007/BF03372735?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
    2. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    3. Bello, Daniel C. & Lohtia, Ritu & Dant, Shirish P., 1999. "Collaborative Relationships for Component Development: The Role of Strategic Issues, Production Costs, and Transaction Costs," Journal of Business Research, Elsevier, vol. 45(1), pages 15-31, May.
    4. Daniel Kahneman & Amos Tversky, 2013. "Prospect Theory: An Analysis of Decision Under Risk," World Scientific Book Chapters, in: Leonard C MacLean & William T Ziemba (ed.), HANDBOOK OF THE FUNDAMENTALS OF FINANCIAL DECISION MAKING Part I, chapter 6, pages 99-127, World Scientific Publishing Co. Pte. Ltd..
    5. Sheth, Jagdish N. & Parvatiyar, Atul, 1995. "The evolution of relationship marketing," International Business Review, Elsevier, vol. 4(4), pages 397-418.
    6. Christian Homburg & Harald Werner, 1998. "Situative Determinanten relationalen Beschaffungsverhaltens," Schmalenbach Journal of Business Research, Springer, vol. 50(11), pages 979-1009, November.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Vishal Gaur & Young-Hoon Park, 2007. "Asymmetric Consumer Learning and Inventory Competition," Management Science, INFORMS, vol. 53(2), pages 227-240, February.
    2. Prashanth Ravula, 2023. "Impact of delivery performance on online review ratings: the role of temporal distance of ratings," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(2), pages 149-159, June.
    3. Antonides, G. & Verhoef, P.C., 2000. "Consumer Perception and Evaluation of Waiting Time," ERIM Report Series Research in Management ERS-2000-35-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    4. Birgit Burböck, 2014. "Prospect Theory and SERVQUAL," Management, University of Primorska, Faculty of Management Koper, vol. 9(2), pages 155-168.
    5. Jeffrey Dotson & Joseph Retzer & Greg Allenby, 2008. "Non-normal simultaneous regression models for customer linkage analysis," Quantitative Marketing and Economics (QME), Springer, vol. 6(3), pages 257-277, September.
    6. Ruth N. Bolton, 1998. "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, INFORMS, vol. 17(1), pages 45-65.
    7. Nancy K. Lankton & D. Harrison McKnight & Ryan T. Wright & Jason Bennett Thatcher, 2016. "Research Note—Using Expectation Disconfirmation Theory and Polynomial Modeling to Understand Trust in Technology," Information Systems Research, INFORMS, vol. 27(1), pages 197-213, March.
    8. Finn, Adam, 2011. "Investigating the non-linear effects of e-service quality dimensions on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 27-37.
    9. Gerrit Antonides & Lies Hovestadt, 2021. "Product Attributes, Evaluability, and Consumer Satisfaction," Sustainability, MDPI, vol. 13(22), pages 1-20, November.
    10. Gürtler, Marc & Hartmann, Nora, 2003. "Behavioral dividend policy," Working Papers FW04V1, Technische Universität Braunschweig, Institute of Finance.
    11. Jian Cao & Yongjiang Guo & Zhongxin Hu, 2023. "The Effect of Loss Preference on Queueing with Information Disclosure Policy," Methodology and Computing in Applied Probability, Springer, vol. 25(3), pages 1-25, September.
    12. Jonathan D. Bohlmann & José Antonio Rosa & Ruth N. Bolton & William J. Qualls, 2006. "The Effect of Group Interactions on Satisfaction Judgments: Satisfaction Escalation," Marketing Science, INFORMS, vol. 25(4), pages 301-321, July.
    13. Roland T. Rust & J. Jeffrey Inman & Jianmin Jia & Anthony Zahorik, 1999. "What You Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions," Marketing Science, INFORMS, vol. 18(1), pages 77-92.
    14. Fruchter, Gila E. & Wiszniewska-Matyszkiel, Agnieszka, 2024. "How responsive should a firm be to customers’ expectations?," European Journal of Operational Research, Elsevier, vol. 314(1), pages 323-339.
    15. Dong, Songting & Ding, Min & Grewal, Rajdeep & Zhao, Ping, 2011. "Functional forms of the satisfaction–loyalty relationship," International Journal of Research in Marketing, Elsevier, vol. 28(1), pages 38-50.
    16. Hu, Ye & Li, Xinxin, 2011. "Context-Dependent Product Evaluations: An Empirical Analysis of Internet Book Reviews," Journal of Interactive Marketing, Elsevier, vol. 25(3), pages 123-133.
    17. Guan, Xu & Wang, Yulan, 2022. "Quality disclosure in a competitive environment with consumer’s elation and disappointment," Omega, Elsevier, vol. 108(C).
    18. Liu Yang & Francis de Véricourt & Peng Sun, 2014. "Time-Based Competition with Benchmark Effects," Manufacturing & Service Operations Management, INFORMS, vol. 16(1), pages 119-132, February.
    19. Steven M. Shugan, 2002. "Editorial: Marketing Science, Models, Monopoly Models, and Why We Need Them," Marketing Science, INFORMS, vol. 21(3), pages 223-228.
    20. Caruelle, Delphine & Lervik-Olsen, Line & Gustafsson, Anders, 2023. "The clock is ticking—Or is it? Customer satisfaction response to waiting shorter vs. longer than expected during a service encounter," Journal of Retailing, Elsevier, vol. 99(2), pages 247-264.

    More about this item

    Keywords

    M31;

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sjobre:v:56:y:2004:i:3:d:10.1007_bf03372735. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.