A dynamic, relational approach to B2B customer experience: A customer-centric perspective from a longitudinal investigation
通过两项研究，开发并验证了B2B客户体验的测量方法，利用纵向数据揭示过去印象和供应商服务如何影响当前客户印象，识别出四种印象类型，并发现某些过去印象对当前有负面影响。
Understanding the formation and dynamics of B2B customer experience (CX) is a key priority for marketing academics, with a notable gap necessitating empirical investigation. To address this gap, two studies were conducted. The first utilizes a mixed-method approach to generate and empirically assess a CX measure, with a specific focus on impressions during the service delivery stage from a relational perspective. The second using longitudinal data explored the impact of past impressions and specific supplier offerings on current customer impressions. The authors identified four types of impressions: two cognitive (factual and sagacious) and two affective (emotional and social) and highlighted that certain aspects of past impressions negatively impact the present. The paper further elucidates how the technical and functional components of the supplier's offering shape customer impressions, confirming the functional elements' impact on the affective impressions of the customer’s perceived CX and influencing the perceived relationship quality.