Service Quality and its contribution to Price Premium though Service Loyalty: a B2B Perspective

Manchester Business School
Publication Type:
Conference Proceeding
Proceedings of the 23rd IMP Conference: Exploiting the b2b knowledge network: New perspectives and core concepts, 2007, pp. 1 - 8
Issue Date:
Full metadata record
Files in This Item:
Filename Description Size
Thumbnail2007000392.pdf61.54 kB
Adobe PDF
A steady stream of sales revenue for a service provider can be achieved through having superior market performance outcomes such a high price premium. Among the variables underlying customer relationships is the perceptions of quality received. However for relationships to be mutually profitable the customer s willingness to pay must be taken into account (Ravald and Gronroos (1996). This indicator of market performance outcomes is directly related to service loyalty (Aaker 1991, 1996; Chaudhuri and Holbrook 2001). Achieving and maintaining a high price premium through attracting and retaining a loyal customer base is particularly significant in a business-to-business market. Nevertheless, there are opposing viewpoints in that loyal customers are not always seen as profitable despite arguments that loyalty makes customers less price sensitive.
Please use this identifier to cite or link to this item: