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

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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.

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Notes

  1. CFAs for all key constructs as well as path analyses for the foundation hypotheses were also conducted for each country sample separately, and the results were similar to the pooled sample (see Table 5). Results are available on request.

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Acknowledgements

We thank JIBS Departmental Editor Professor G Tomas M Hult and the two anonymous reviewers who provided valuable and insightful comments throughout the revision process. The financial support by Austrade and the Australian Research Council is also acknowledged with gratitude.

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Authors and Affiliations

  1. Australian School of Business, School of Marketing, The University of New South Wales, Sydney, Australia

    Vinh La & Paul Patterson

  2. Faculty of Economics and Business, The University of Sydney, Australia

    Chris Styles

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  1. Vinh La
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  2. Paul Patterson
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Correspondence to Paul Patterson.

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Accepted by G Tomas M Hult, Departmental Editor, 30 August 2007. This paper has been with the authors for one revision.

APPENDIX

APPENDIX

See Tables A1, A2, A3 and A4.

Table a1 Summary of all constructs
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Table a2 Factor loadings for each construct between two samples
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Table a3 Factorial similarity (hypothesis 1): results of confirmatory factor analysis
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Table a4 Selected AMOS text output for simultaneous multiple-group test of hypothesized model: factorial equivalence (hypothesis 2) and measurement equivalence (hypothesis 3)
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La, V., Patterson, P. & Styles, C. Client-perceived performance and value in professional B2B services: An international perspective. J Int Bus Stud 40, 274–300 (2009). https://doi.org/10.1057/palgrave.jibs.8400406

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