Suppliers' willingness of customization, effective communication, and trust: a study of switching cost antecedents

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題名:	Suppliers' willingness of customization, effective communication, and trust: a study of switching cost antecedents
作者:	Yen,YX;Wang,EST;Horng,DJ
貢獻者:	企業管理學系
關鍵詞:	BUYER-SELLER RELATIONSHIPS;BUSINESS RELATIONSHIPS;MARKET ORIENTATION;SERVICE PROVIDERS;COMMITMENT;SATISFACTION;PERFORMANCE;BARRIERS;OUTCOMES;MODEL
日期:	2011
上傳時間:	2012-03-27 19:05:14 (UTC+8)
出版者:	國立中央大學
摘要:	Purpose - This study seeks to extend current research by testing a framework for understanding the impact of perceived suppliers' willingness for customization, effective communication, and trust regarding perceived switching costs. Design/methodology/approach - Research data were collected from electronics firms in Taiwan; 281 questionnaires were collected. Structural equation model (SEM) analysis was applied to the data. Findings - The study suggests that perceived trust contributes to perceived switching costs. The perceived willingness of a supplier to customize for a buyer can indirectly impact on perceived switching costs by way of perceived trust toward the supplier. Furthermore, analysis of the direct and indirect effects reveals that effective communication plays a dominant role and has a significant influence on trust and perceived switching costs. Originality/value - While recent research increasingly examines customer switching costs in terms of antecedents, this study provides greater insight into switching costs from the trust-forming perspective to ensure customer retention.
關聯:	JOURNAL OF BUSINESS & INDUSTRIAL MARKETING
顯示於類別:	[企業管理學系] 期刊論文

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