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

Author

Listed:
  • Vinh La

    (Australian School of Business, School of Marketing, The University of New South Wales, Sydney, Australia)

  • Paul Patterson

    (Australian School of Business, School of Marketing, The University of New South Wales, Sydney, Australia)

  • Chris Styles

    (Faculty of Economics and Business, The University of Sydney, Australia)

Abstract

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. Journal of International Business Studies (2009) 40, 274–300; doi:10.1057/palgrave.jibs.8400406

Suggested Citation

  • Vinh La & Paul Patterson & Chris Styles, 2009. "Client-perceived performance and value in professional B2B services: An international perspective," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 40(2), pages 274-300, February.
    • Handle: RePEc:pal:jintbs:v:40:y:2009:i:2:p:274-300
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    Citations

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    Cited by:

    1. Mariana Bassi Suter & Janaina Moura Engracia Giraldi & Felipe Mendes Borini & Maria Laura Ferranty MacLennan & Edson Crescitelli & Edison Fernandes Polo, 2018. "In search of tools for the use of country image (CI) in the brand," Journal of Brand Management, Palgrave Macmillan, vol. 25(2), pages 119-132, March.
    2. Nicholas Paparoidamis & Constantine Katsikeas & Ruben Chumpitaz, 2017. "The role of supplier performance in building customer trust and loyalty: A cross-country examination," Post-Print hal-01745331, HAL.
    3. Madhavaram, Sreedhar & Hunt, Shelby D., 2017. "Customizing business-to-business (B2B) professional services: The role of intellectual capital and internal social capital," Journal of Business Research, Elsevier, vol. 74(C), pages 38-46.
    4. Smith, Joanne R. & Liu, Shuang & Liesch, Peter & Callois, Cindy & Yi, Ren & Daly, Stephanie, 2010. "The role of behavioral, normative, and control beliefs in the consumption of Australian products and services by Chinese consumers," Australasian marketing journal, Elsevier, vol. 18(4), pages 206-213.
    5. 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.
    6. Braun, Corina & Hadwich, Karsten, 2016. "Complexity of internal services: Scale development and validation," Journal of Business Research, Elsevier, vol. 69(9), pages 3508-3522.
    7. Love, James H. & Mansury, Mica Ariana, 2009. "Exporting and productivity in business services: Evidence from the United States," International Business Review, Elsevier, vol. 18(6), pages 630-642, December.
    8. İpek, İlayda & Bıçakcıoğlu-Peynirci, Nilay, 2020. "Export market orientation: An integrative review and directions for future research," International Business Review, Elsevier, vol. 29(4).
    9. Pyper, Keith & Doherty, Anne Marie, 2022. "Employing brand governance mechanisms with export channel partners: What are the performance consequences and contingent effects?," International Business Review, Elsevier, vol. 31(5).
    10. Pyper, Keith & Marie Doherty, Anne & Gounaris, Spiros & Wilson, Alan, 2022. "A contingency-based approach to the nexus between international strategic brand management and export performance," Journal of Business Research, Elsevier, vol. 148(C), pages 472-488.
    11. Lages, Luis Filipe & Mata, Jose & Griffith, David A., 2013. "Change in international market strategy as a reaction to performance decline," Journal of Business Research, Elsevier, vol. 66(12), pages 2600-2611.
    12. Ashish Sood & V. Kumar & Shaphali Gupta, 2023. "Modeling the antecedents of multi-generational services adoption behavior of clients across countries: The role of mindset metrics," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 54(9), pages 1661-1686, December.
    13. Araya HONGCHINDAKET & Akkapong KITTISARN & Philip A. NECK, 2013. "Factors Associated with Successful Export Performance: A Study of Thai International Service Firms," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 14(1), pages 54-62, March.
    14. Gounaris, Spiros & Almoraish, Ahmed, 2024. "A dynamic, relational approach to B2B customer experience: A customer-centric perspective from a longitudinal investigation," Journal of Business Research, Elsevier, vol. 177(C).

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