Client-perceived performance and value in professional B2B services: An international perspective

• 成果类型: Review
• 署名作者: La, Vinh; Patterson, Paul; Styles, Chris
• 署名单位: University of New South Wales Sydney; University of Sydney
• 刊物名称: JOURNAL OF INTERNATIONAL BUSINESS STUDIES
• ISSN/ISSBN: 0047-2506
• DOI: 10.1057/palgrave.jibs.8400406
• 发表日期: 2009
• 页码: 274-300
• 关键词: professional services; international services marketing; client-perceived value; perceived performance; resource-based view

摘要

Drawing from the resource-based view and a contingency approach, the authors develop and test a model of the antecedents of client-perceived value in the context of international, professional business-to-business services (consultants, engineers, project management, IT consultants, etc.) in a developing economies setting. Further, we examine the effects of key moderators (e.g., country-of-origin (COO), firm's international experience, client's buying experience) on client-perceived performance and value. The results generally support the hypotheses that client-perceived performance is impacted by a firm's internal resources (e.g., technical skills, customer orientation, innovation). In addition, this relationship is contingent upon the COO effect, while client-perceived value is moderated by the client's buying experience. The findings can guide practitioners as to the key drivers of client-perceived value, and under what conditions this value is maximized.