“I am delighted!”: the effect of perceived customer value on repurchase and advocacy intention in B2B express delivery services

Express parcel delivery has increased significantly in recent years because of changes in technology and consumer habits, as has the number of express parcel delivery companies and the competitiveness among them. For an express parcel business to be sustainable, it must succeed in increasing custome...

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Detalles Bibliográficos
Autores: Correa, Carlos, Alarcón, David, Cepeda Carrión, Ignacio Francisco
Tipo de recurso: artículo
Estado:Versión publicada
Fecha de publicación:2021
País:España
Institución:Universidad de Sevilla (US)
Repositorio:idUS. Depósito de Investigación de la Universidad de Sevilla
OAI Identifier:oai:idus.us.es:11441/116451
Acceso en línea:https://hdl.handle.net/11441/116451
https://doi.org/10.3390/su13116013
Access Level:acceso abierto
Palabra clave:Customer perceived value
Trust
Repurchase intention
Advocacy intention
Express parcel
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spelling “I am delighted!”: the effect of perceived customer value on repurchase and advocacy intention in B2B express delivery servicesCorrea, CarlosAlarcón, DavidCepeda Carrión, Ignacio FranciscoCustomer perceived valueTrustRepurchase intentionAdvocacy intentionExpress parcelExpress parcel delivery has increased significantly in recent years because of changes in technology and consumer habits, as has the number of express parcel delivery companies and the competitiveness among them. For an express parcel business to be sustainable, it must succeed in increasing customer perceived value (CPV). This study aims to investigate the business-to-business (B2B) performance between companies and their main express parcel service provider. The main objective was to analyze the impact of CPV on both the intention to repurchase services and the intention to recommend such services in the business-to-business (B2B) express parcel delivery sector. This study develops a research model that is analyzed in the express parcel sector in Spain using the variance-based structural equation technique, partial least squares (PLS-SEM), for data analysis. The findings reveal that with express parcel services in the B2B sector, perceived value was positively associated with the customer’s perceived satisfaction and trust, which in turn enhances the intention to repurchase and stimulates advocacy. In a market as competitive as the express parcel market in the B2B environment, customer perceived value is a critical factor in ensuring company sustainability.MDPIAdministración de Empresas y Marketing2021info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfhttps://hdl.handle.net/11441/116451https://doi.org/10.3390/su13116013reponame:idUS. Depósito de Investigación de la Universidad de Sevillainstname:Universidad de Sevilla (US)InglésSustainability, 13 (11), 6013-.https://doi.org/10.3390/su13116013info:eu-repo/semantics/openAccessoai:idus.us.es:11441/1164512026-06-17T12:51:07Z
dc.title.none.fl_str_mv “I am delighted!”: the effect of perceived customer value on repurchase and advocacy intention in B2B express delivery services
title “I am delighted!”: the effect of perceived customer value on repurchase and advocacy intention in B2B express delivery services
spellingShingle “I am delighted!”: the effect of perceived customer value on repurchase and advocacy intention in B2B express delivery services
Correa, Carlos
Customer perceived value
Trust
Repurchase intention
Advocacy intention
Express parcel
title_short “I am delighted!”: the effect of perceived customer value on repurchase and advocacy intention in B2B express delivery services
title_full “I am delighted!”: the effect of perceived customer value on repurchase and advocacy intention in B2B express delivery services
title_fullStr “I am delighted!”: the effect of perceived customer value on repurchase and advocacy intention in B2B express delivery services
title_full_unstemmed “I am delighted!”: the effect of perceived customer value on repurchase and advocacy intention in B2B express delivery services
title_sort “I am delighted!”: the effect of perceived customer value on repurchase and advocacy intention in B2B express delivery services
dc.creator.none.fl_str_mv Correa, Carlos
Alarcón, David
Cepeda Carrión, Ignacio Francisco
author Correa, Carlos
author_facet Correa, Carlos
Alarcón, David
Cepeda Carrión, Ignacio Francisco
author_role author
author2 Alarcón, David
Cepeda Carrión, Ignacio Francisco
author2_role author
author
dc.contributor.none.fl_str_mv Administración de Empresas y Marketing
dc.subject.none.fl_str_mv Customer perceived value
Trust
Repurchase intention
Advocacy intention
Express parcel
topic Customer perceived value
Trust
Repurchase intention
Advocacy intention
Express parcel
description Express parcel delivery has increased significantly in recent years because of changes in technology and consumer habits, as has the number of express parcel delivery companies and the competitiveness among them. For an express parcel business to be sustainable, it must succeed in increasing customer perceived value (CPV). This study aims to investigate the business-to-business (B2B) performance between companies and their main express parcel service provider. The main objective was to analyze the impact of CPV on both the intention to repurchase services and the intention to recommend such services in the business-to-business (B2B) express parcel delivery sector. This study develops a research model that is analyzed in the express parcel sector in Spain using the variance-based structural equation technique, partial least squares (PLS-SEM), for data analysis. The findings reveal that with express parcel services in the B2B sector, perceived value was positively associated with the customer’s perceived satisfaction and trust, which in turn enhances the intention to repurchase and stimulates advocacy. In a market as competitive as the express parcel market in the B2B environment, customer perceived value is a critical factor in ensuring company sustainability.
publishDate 2021
dc.date.none.fl_str_mv 2021
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv https://hdl.handle.net/11441/116451
https://doi.org/10.3390/su13116013
url https://hdl.handle.net/11441/116451
https://doi.org/10.3390/su13116013
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv Sustainability, 13 (11), 6013-.
https://doi.org/10.3390/su13116013
dc.rights.none.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv MDPI
publisher.none.fl_str_mv MDPI
dc.source.none.fl_str_mv reponame:idUS. Depósito de Investigación de la Universidad de Sevilla
instname:Universidad de Sevilla (US)
instname_str Universidad de Sevilla (US)
reponame_str idUS. Depósito de Investigación de la Universidad de Sevilla
collection idUS. Depósito de Investigación de la Universidad de Sevilla
repository.name.fl_str_mv
repository.mail.fl_str_mv
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