How to cite this paper
Susanti, V., Sumarwan, U., Simanjuntak, M & Yusuf, E. (2020). How to anticipate and manage customer satisfaction and brand loyalty by investigating emotional aspects in the B2B setting.Management Science Letters , 10(14), 3271-3278.
Refrences
Aaker, D. A. (1991). Managing Brand Equity: Capitalizing on the Value of a Brand Name. New York (US): The Free Press, A Division of Simon & Schuster Inc.
Andersen, P. H., & Kumar, R. (2006). Emotions, trust and relationship development in business relationships: A conceptual model for buyer-seller dyads. Industrial Marketing Management, 35, 522–535.
Baumgarth, C., & Binckebanck, L. (2011). Sales force impact on B-to-B brand equity: Conceptual framework and empirical test. Journal of Product and Brand Management, 20(6), 487–498. https://doi.org/10.1108/10610421111166630
Bendixen, M., Bukasa, K. A., & Abratt, R. (2004). Brand equity in the business-to-business market. Industrial Marketing Management, 33, 371–380. https://doi.org/10.1016/j.indmarman.2003.10.001
Biedenbach, G., Bengtsson, M., & Marell, A. (2015). Brand equity, satisfaction, and switching costs: An examination of effects in the business-to-business setting. Marketing Intelligence and Planning, 33(2), 164–178. https://doi.org/10.1108/mip-03-2014-0059
Bonner, J. M., & Calantone, R. J. (2005). Buyer attentiveness in buyer-supplier relationships. Industrial Marketing Management, 34, 53–61. https://doi.org/10.1016/j.indmarman.2004.07.003
Carmine, E. G., & Zeller, R. (1979). Reliability and Validity Assessment. Newbury Park, CA (US): Sage Publications.
Čater, T., & Čater, B. (2009). (In)tangible resources as antecedents of a company’s competitive advantage and performance. Journal for East European Management Studies, 14(2), 186–209.
Chahal, H., & Bala, M. (2012). Significant components of service brand equity in healthcare sector. International Journal of Health Care Quality Assurance, 25(4), 343–362. https://doi.org/10.1108/09526861211221518
Chen, C. F., & Myagmarsuren, O. (2011). Brand equity, relationship quality, relationship value, and customer loyalty: Evidence from the telecommunications services. Total Quality Management and Business Excellence, 22(9), 957–974. https://doi.org/10.1080/14783363.2011.593872
Chin, W. W., & Newsted, P. R. (1999). Structural equation modeling analysis with small samples using partial least squares. In R. H. Hoyle (Ed.), Statistical strategies for small sample research (pp. 307–341). Thousand Oaks, CA (US): SAGE Publications Inc.
Chrusciel, D. (2006). Considerations of emotional intelligence (EI) in dealing with change decision management. Management Decision, 44(5), 644–657. https://doi.org/10.1108/00251740610668897
Ćorić, D. S., & Jelić, D. (2015). Applicability of Keller’s brand equity model in the B2B chemical market. Economic Research-Ekonomska Istraživanja, 28(1), 1006–1017. https://doi.org/10.1080/1331677X.2015.1100841
Da Silva, R. V., & Alwi, S. F. S. (2006). Cognitive, affective attributes and conative, behavioural responses in retail corporate branding. Journal of Product and Brand Management, 15(5), 293–305. https://doi.org/10.1108/10610420610685703
Doney, P. M., Barry, J. M., & Abratt, R. (2007). Trust determinants and outcomes in global B2B services. European Journal of Marketing, 41(9), 1096–1116. https://doi.org/10.1108/03090560710773363
Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? Journal of Business & Industrial Marketing, 17(2/3), 107–118. https://doi.org/10.1108/08858620210419754
Elsäßer, M., & Wirtz, B. W. (2017). Rational and emotional factors of customer satisfaction and brand loyalty in a business-to-business setting. Journal of Business and Industrial Marketing, 32(1), 138–152. https://doi.org/10.1108/JBIM-05-2015-0101
Granovetter, M. (1992). Economic institutions as social constructions: A framework for analysis. Acta Sociologica, 35(1), 3–11. https://doi.org/10.1177/000169939203500101
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning, 46, 1–12. https://doi.org/10.1016/j.lrp.2013.01.001
Hair Jr., J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate Data Analysis. Pearson-Prentice Hall, NJ (8th ed.). Hampshire (GB): Cengage Learning.
Henseler, J., & Sarstedt, M. (2013). Goodness-of-fit indices for partial least squares path modeling. Computational Statistics, 28, 565–580. https://doi.org/10.1007/s00180-012-0317-1
Jensen, M. B., & Klastrup, K. (2008). Towards a B2B customer-based brand equity model. Journal of Targeting, Measurement and Analysis for Marketing, 16(2), 122–128. https://doi.org/10.1057/jt.2008.4
Kapitan, S., Kennedy, A. M., & Berth, N. (2018). Sustainably superior versus greenwasher: A scale measure of B2B sustainability positioning. Industrial Marketing Management. https://doi.org/10.1016/j.indmarman.2018.08.003
Keller, K. L. (2001). Building customer-based brand equity: a blueprint for creating strong brands (Working Paper Series No. 01–107). Cambridge, Massachusetts.
Klemz, B. R., & Boshoff, C. (2001). Environmental and emotional influences on willingness‐to‐buy in small and large retailers. European Journal of Marketing, 35(1/2), 70–91. https://doi.org/10.1108/03090560110363355
Kline, R. B. (2016). Principles and practice of structural equation modeling. (T. D. Little, Ed.) (4th ed.). New York (US): The Guilford Press. https://doi.org/10.1038/156278a0
Kotler, P., & Pfoertsch, W. (2007). Being known or being one of many: The need for brand management for business-to-business (B2B) companies. Journal of Business & Industrial Marketing, 22(6), 357–362. https://doi.org/10.1108/08858620710780118
Lam, L. T., & Kirby, S. L. (2002). Is emotional intelligence an advantage? An exploration of the impact of emotional and general intelligence on individual performance. Journal of Social Psychology, 142(1), 133–143. https://doi.org/10.1080/00224540209603891
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293–311. https://doi.org/10.1177/0092070304263330
Lee, H. M., Lee, C. C., & Wu, C. C. (2011). Brand image strategy affects brand equity after M&A. European Journal of Marketing, 45(7/8), 1091–1111. https://doi.org/10.1108/03090561111137624
Leek, S., & Christodoulides, G. (2011). A literature review and future agenda for B2B branding: Challenges of branding in a B2B context. Industrial Marketing Management, 40, 830–837. https://doi.org/10.1016/j.indmarman.2011.06.006
Palaima, T., & Auruškevičiene, V. (2007). Modeling relationship quality in the parcel delivery services market. Baltic Journal of Management, 2(1), 37–554. https://doi.org/10.1108/17465260710720237
Pallant, J. (2001). SPSS Survival Manual: A Step by Step Guide to Data Analysis Using SPSS for Windows. SPSS Survival Manual. London (GB): Open University Press.
Ramaseshan, B., Rabbanee, F. K., & Tan Hsin Hui, L. (2013). Effects of customer equity drivers on customer loyalty in B2B context. Journal of Business & Industrial Marketing, 28(4), 335–346. https://doi.org/10.1108/08858621311313929
Ramayah, T., Mohamad, O., Young, N. C., & Lo, M. C. (2011). Testing dimensionality of the consumer ethnocentrism scale (CETSCALE): Assessing reliability and validity in a multicultural context. Australian Journal of Basic and Applied Sciences, 5(9), 325–334.
Rosenbröijer, C. J. (2001). Industrial brand management: A distributor’s perspective in the UK fine-paper industry. Journal of Product & Brand Management, 10(1), 7–25. https://doi.org/10.1108/10610420110382795
Rozell, E. J., Pettijohn, C. E., & Parker, R. S. (2004). Customer-oriented selling: Exploring the roles of emotional intelligence and organizational commitment. Psychology and Marketing, 21(6), 405–424. https://doi.org/10.1002/mar.20011
Ryan, M. J., Rayner, R., & Morrison, A. (1999). Diagnosing customer loyalty drivers: Partial Least Squares vs. Regression. Marketing Research, 11(2), 19–26.
Sekaran, U., & Bougie, R. (2016). Research method for business: A skill building approach (7th ed.). Chichester (GB): John Wiley & Sons, Ltd.
Sheth, J. N., & Sharma, A. (2006). The surpluses and shortages in business-to-business marketing theory and research. Journal of Business and Industrial Marketing, 21(7), 422–427. https://doi.org/10.1108/08858620610708902
Spiteri, J. M., & Dion, P. A. (2004). Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries. Industrial Marketing Management, 33, 675–687. https://doi.org/10.1016/j.indmarman.2004.03.005
Taylor, S. A., Hunter, G. L., & Lindberg, D. L. (2007). Understanding (customer-based) brand equity in financial services. Journal of Services Marketing, 21(4), 241–252. https://doi.org/10.1108/08876040710758540
Ulaga, W., & Eggert, A. (2006). Relationship value and relationship quality: broadening the nomological network of business-to-business relationships. European Journal of Marketing, 40(3/4), 311–327. https://doi.org/10.1108/03090560610648075
Vinzi, V. E., Trinchera, L., & Amato, S. (2010). PLS path modeling: from foundations to recent development and open issues for model assessment and improvement. In Handbook of Partial Least Squares (pp. 47–83). Berlin, Heidelberg (DE): Springer-Verlag. https://doi.org/10.1007/978-3-540-32827-8_3
Walley, K., Custance, P., Taylor, S., Lindgreen, A., & Hingley, M. (2007). The importance of brand in the industrial purchase decision: A case study of the UK tractor market. Journal of Business and Industrial Marketing, 22(6), 383–393. https://doi.org/10.1108/08858620710780145
Walter, A., Ritter, T., & Gemünden, H. G. (2001). Value creation in buyer–seller relationships: Theoretical considerations and empirical results from a supplier’s perspective. Industrial Marketing Management, 30(4), 365–377. https://doi.org/https://doi.org/10.1016/S0019-8501(01)00156-0
Wilson, D. T. (1995). An integrated model of buyer-seller relationships. Journal of the Academy of Marketing Science, 23(4), 335–345. https://doi.org/10.1177/009207039502300414
Wind, Y. (2006). Blurring the lines: Is there a need to rethink industrial marketing? Journal of Business and Industrial Marketing, 21(7), 474–481. https://doi.org/10.1108/08858620610708975
Zhang, J., Jiang, Y., Shabbir, R., & Zhu, M. (2016). How brand orientation impacts B2B service brand equity? An empirical study among Chinese firms. Journal of Business and Industrial Marketing, 31(1), 83–98. https://doi.org/10.1108/JBIM-02-2014-0041
Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2010). Business Research Methods. Cengage Learning (8th ed.). Mason (US): South-Western, Cengage Learning.
Andersen, P. H., & Kumar, R. (2006). Emotions, trust and relationship development in business relationships: A conceptual model for buyer-seller dyads. Industrial Marketing Management, 35, 522–535.
Baumgarth, C., & Binckebanck, L. (2011). Sales force impact on B-to-B brand equity: Conceptual framework and empirical test. Journal of Product and Brand Management, 20(6), 487–498. https://doi.org/10.1108/10610421111166630
Bendixen, M., Bukasa, K. A., & Abratt, R. (2004). Brand equity in the business-to-business market. Industrial Marketing Management, 33, 371–380. https://doi.org/10.1016/j.indmarman.2003.10.001
Biedenbach, G., Bengtsson, M., & Marell, A. (2015). Brand equity, satisfaction, and switching costs: An examination of effects in the business-to-business setting. Marketing Intelligence and Planning, 33(2), 164–178. https://doi.org/10.1108/mip-03-2014-0059
Bonner, J. M., & Calantone, R. J. (2005). Buyer attentiveness in buyer-supplier relationships. Industrial Marketing Management, 34, 53–61. https://doi.org/10.1016/j.indmarman.2004.07.003
Carmine, E. G., & Zeller, R. (1979). Reliability and Validity Assessment. Newbury Park, CA (US): Sage Publications.
Čater, T., & Čater, B. (2009). (In)tangible resources as antecedents of a company’s competitive advantage and performance. Journal for East European Management Studies, 14(2), 186–209.
Chahal, H., & Bala, M. (2012). Significant components of service brand equity in healthcare sector. International Journal of Health Care Quality Assurance, 25(4), 343–362. https://doi.org/10.1108/09526861211221518
Chen, C. F., & Myagmarsuren, O. (2011). Brand equity, relationship quality, relationship value, and customer loyalty: Evidence from the telecommunications services. Total Quality Management and Business Excellence, 22(9), 957–974. https://doi.org/10.1080/14783363.2011.593872
Chin, W. W., & Newsted, P. R. (1999). Structural equation modeling analysis with small samples using partial least squares. In R. H. Hoyle (Ed.), Statistical strategies for small sample research (pp. 307–341). Thousand Oaks, CA (US): SAGE Publications Inc.
Chrusciel, D. (2006). Considerations of emotional intelligence (EI) in dealing with change decision management. Management Decision, 44(5), 644–657. https://doi.org/10.1108/00251740610668897
Ćorić, D. S., & Jelić, D. (2015). Applicability of Keller’s brand equity model in the B2B chemical market. Economic Research-Ekonomska Istraživanja, 28(1), 1006–1017. https://doi.org/10.1080/1331677X.2015.1100841
Da Silva, R. V., & Alwi, S. F. S. (2006). Cognitive, affective attributes and conative, behavioural responses in retail corporate branding. Journal of Product and Brand Management, 15(5), 293–305. https://doi.org/10.1108/10610420610685703
Doney, P. M., Barry, J. M., & Abratt, R. (2007). Trust determinants and outcomes in global B2B services. European Journal of Marketing, 41(9), 1096–1116. https://doi.org/10.1108/03090560710773363
Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? Journal of Business & Industrial Marketing, 17(2/3), 107–118. https://doi.org/10.1108/08858620210419754
Elsäßer, M., & Wirtz, B. W. (2017). Rational and emotional factors of customer satisfaction and brand loyalty in a business-to-business setting. Journal of Business and Industrial Marketing, 32(1), 138–152. https://doi.org/10.1108/JBIM-05-2015-0101
Granovetter, M. (1992). Economic institutions as social constructions: A framework for analysis. Acta Sociologica, 35(1), 3–11. https://doi.org/10.1177/000169939203500101
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning, 46, 1–12. https://doi.org/10.1016/j.lrp.2013.01.001
Hair Jr., J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate Data Analysis. Pearson-Prentice Hall, NJ (8th ed.). Hampshire (GB): Cengage Learning.
Henseler, J., & Sarstedt, M. (2013). Goodness-of-fit indices for partial least squares path modeling. Computational Statistics, 28, 565–580. https://doi.org/10.1007/s00180-012-0317-1
Jensen, M. B., & Klastrup, K. (2008). Towards a B2B customer-based brand equity model. Journal of Targeting, Measurement and Analysis for Marketing, 16(2), 122–128. https://doi.org/10.1057/jt.2008.4
Kapitan, S., Kennedy, A. M., & Berth, N. (2018). Sustainably superior versus greenwasher: A scale measure of B2B sustainability positioning. Industrial Marketing Management. https://doi.org/10.1016/j.indmarman.2018.08.003
Keller, K. L. (2001). Building customer-based brand equity: a blueprint for creating strong brands (Working Paper Series No. 01–107). Cambridge, Massachusetts.
Klemz, B. R., & Boshoff, C. (2001). Environmental and emotional influences on willingness‐to‐buy in small and large retailers. European Journal of Marketing, 35(1/2), 70–91. https://doi.org/10.1108/03090560110363355
Kline, R. B. (2016). Principles and practice of structural equation modeling. (T. D. Little, Ed.) (4th ed.). New York (US): The Guilford Press. https://doi.org/10.1038/156278a0
Kotler, P., & Pfoertsch, W. (2007). Being known or being one of many: The need for brand management for business-to-business (B2B) companies. Journal of Business & Industrial Marketing, 22(6), 357–362. https://doi.org/10.1108/08858620710780118
Lam, L. T., & Kirby, S. L. (2002). Is emotional intelligence an advantage? An exploration of the impact of emotional and general intelligence on individual performance. Journal of Social Psychology, 142(1), 133–143. https://doi.org/10.1080/00224540209603891
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293–311. https://doi.org/10.1177/0092070304263330
Lee, H. M., Lee, C. C., & Wu, C. C. (2011). Brand image strategy affects brand equity after M&A. European Journal of Marketing, 45(7/8), 1091–1111. https://doi.org/10.1108/03090561111137624
Leek, S., & Christodoulides, G. (2011). A literature review and future agenda for B2B branding: Challenges of branding in a B2B context. Industrial Marketing Management, 40, 830–837. https://doi.org/10.1016/j.indmarman.2011.06.006
Palaima, T., & Auruškevičiene, V. (2007). Modeling relationship quality in the parcel delivery services market. Baltic Journal of Management, 2(1), 37–554. https://doi.org/10.1108/17465260710720237
Pallant, J. (2001). SPSS Survival Manual: A Step by Step Guide to Data Analysis Using SPSS for Windows. SPSS Survival Manual. London (GB): Open University Press.
Ramaseshan, B., Rabbanee, F. K., & Tan Hsin Hui, L. (2013). Effects of customer equity drivers on customer loyalty in B2B context. Journal of Business & Industrial Marketing, 28(4), 335–346. https://doi.org/10.1108/08858621311313929
Ramayah, T., Mohamad, O., Young, N. C., & Lo, M. C. (2011). Testing dimensionality of the consumer ethnocentrism scale (CETSCALE): Assessing reliability and validity in a multicultural context. Australian Journal of Basic and Applied Sciences, 5(9), 325–334.
Rosenbröijer, C. J. (2001). Industrial brand management: A distributor’s perspective in the UK fine-paper industry. Journal of Product & Brand Management, 10(1), 7–25. https://doi.org/10.1108/10610420110382795
Rozell, E. J., Pettijohn, C. E., & Parker, R. S. (2004). Customer-oriented selling: Exploring the roles of emotional intelligence and organizational commitment. Psychology and Marketing, 21(6), 405–424. https://doi.org/10.1002/mar.20011
Ryan, M. J., Rayner, R., & Morrison, A. (1999). Diagnosing customer loyalty drivers: Partial Least Squares vs. Regression. Marketing Research, 11(2), 19–26.
Sekaran, U., & Bougie, R. (2016). Research method for business: A skill building approach (7th ed.). Chichester (GB): John Wiley & Sons, Ltd.
Sheth, J. N., & Sharma, A. (2006). The surpluses and shortages in business-to-business marketing theory and research. Journal of Business and Industrial Marketing, 21(7), 422–427. https://doi.org/10.1108/08858620610708902
Spiteri, J. M., & Dion, P. A. (2004). Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries. Industrial Marketing Management, 33, 675–687. https://doi.org/10.1016/j.indmarman.2004.03.005
Taylor, S. A., Hunter, G. L., & Lindberg, D. L. (2007). Understanding (customer-based) brand equity in financial services. Journal of Services Marketing, 21(4), 241–252. https://doi.org/10.1108/08876040710758540
Ulaga, W., & Eggert, A. (2006). Relationship value and relationship quality: broadening the nomological network of business-to-business relationships. European Journal of Marketing, 40(3/4), 311–327. https://doi.org/10.1108/03090560610648075
Vinzi, V. E., Trinchera, L., & Amato, S. (2010). PLS path modeling: from foundations to recent development and open issues for model assessment and improvement. In Handbook of Partial Least Squares (pp. 47–83). Berlin, Heidelberg (DE): Springer-Verlag. https://doi.org/10.1007/978-3-540-32827-8_3
Walley, K., Custance, P., Taylor, S., Lindgreen, A., & Hingley, M. (2007). The importance of brand in the industrial purchase decision: A case study of the UK tractor market. Journal of Business and Industrial Marketing, 22(6), 383–393. https://doi.org/10.1108/08858620710780145
Walter, A., Ritter, T., & Gemünden, H. G. (2001). Value creation in buyer–seller relationships: Theoretical considerations and empirical results from a supplier’s perspective. Industrial Marketing Management, 30(4), 365–377. https://doi.org/https://doi.org/10.1016/S0019-8501(01)00156-0
Wilson, D. T. (1995). An integrated model of buyer-seller relationships. Journal of the Academy of Marketing Science, 23(4), 335–345. https://doi.org/10.1177/009207039502300414
Wind, Y. (2006). Blurring the lines: Is there a need to rethink industrial marketing? Journal of Business and Industrial Marketing, 21(7), 474–481. https://doi.org/10.1108/08858620610708975
Zhang, J., Jiang, Y., Shabbir, R., & Zhu, M. (2016). How brand orientation impacts B2B service brand equity? An empirical study among Chinese firms. Journal of Business and Industrial Marketing, 31(1), 83–98. https://doi.org/10.1108/JBIM-02-2014-0041
Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2010). Business Research Methods. Cengage Learning (8th ed.). Mason (US): South-Western, Cengage Learning.