KOREASCHOLAR

B2B SERVICE EXPERIENCE ON REPURCHASE INTENTION: THE ROLE OF CUSTOMER ENGAGEMENT AND AGILITY

Sang-chul Son, Yerim Chung, Seo Chul Jang, Kyung Hoon Kim
  • LanguageENG
  • URLhttp://db.koreascholar.com/Article/Detail/422153
Download
Global Marketing Conference
2023 Global Marketing Conference at Seoul (2023.07)
pp.192-194
글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)
Abstract

Customers’ service experience is related to the perceived state in the process of interacting with the target at various channel touchpoints (Kaushal & Yadav, 2023). Furthermore, positive customers’ service experiences can increase the repurchase intention of buyers by strengthening the interconnection and cooperation between buyers and suppliers in business-to-business (B2B) firms and reinforcing corporate competitive positioning.

Keyword
Service ExperienceCustomer EngagementCustomer Knowledge SharingValue Co-CreationAgilitySocial Exchange Theory
Author
  • Sang-chul Son(Changwon National University, Republic of Korea)
  • Yerim Chung(Yonsei University, Republic of Korea)
  • Seo Chul Jang(Changwon National University, Republic of Korea)
  • Kyung Hoon Kim(Changwon National University, Republic of Korea)