Papers by Ilenia Confente
Journal of Business Research, 2016
The article investigates howfirms can achieve high levels of customer loyalty under different con... more The article investigates howfirms can achieve high levels of customer loyalty under different configurations of per-
ceived switching costs, returns management, customer value, and customer satisfaction.
In order to better explain the sources of customer loyalty within the B2B context, researchers have already
introduced various antecedents and developed several models, however past studies concentrated exclusively on
themain ‘net effects’ of these antecedents. Because of the complex reality inwhich the phenomena of interestman-
ifests itself, complexity theory tenets can provide amore accurate understanding ofwhat generates customer loyal-
ty. Applying this theory, the current article seeks to determine all the possible “recipes” that build strong customer
loyalty in the B2B context.
To address this research question the study employed qualitative comparative analysis (QCA) which assumes
that the influence of attributes on a specific outcome (customer loyalty in a B2B context) depends on how the
attributes are combined.
Future research can consider other possible combinations and explore how the impact of these antecedents on
customer loyalty changes when other variables are considered.
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International Conference on Logistics, Informatics and Services Sciences, Jul 23, 2014
Logistics management is a key determinant of customer satisfaction across the supply chain, and t... more Logistics management is a key determinant of customer satisfaction across the supply chain, and the role of third-party logistics service providers is especially crucial. Despite a fairly rich research tradition dedicated to service quality and customer satisfaction in logistics, much of the focus has remained on service quality in buyer–supplier relationships, and only to a lesser extent has it addressed third-party logistics relationships. This study investigates perceived satisfaction, defined as the degree to which a logistics customer is satisfied with a third-party logistics provider’s overall performance in the outsourcing relationship, and provides relevant insights for scholars and managers.
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CONTEMPORARY MANAGEMENT RESEARCH , Mar 1, 2013
Value facilitation has become a critical element of value creation in
buyer-supplier relationshi... more Value facilitation has become a critical element of value creation in
buyer-supplier relationships. The literature lacks studies that provide an understanding of how intermediaries in a supply chain perceive and create value for themselves and their customer(s) across the distribution channel. The objective of this research is to bridge this gap through an in-depth qualitative investigation. Findings about value drivers of facilitators are discussed as well as implication and areas for future research.
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Lecture Notes in Information Systems and Organisation, 2014
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Information and Communication Technologies in Tourism 2014, 2013
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Assistant Professor of Marketing and Logistics Department of Business Economics, University of Ve... more Assistant Professor of Marketing and Logistics Department of Business Economics, University of Verona, Via dell'Artigliere 19, Verona, 37129 Italy phone:+ 39-45-802-8161-fax:+ 39-45-802-8488-email: ivan. russo@ univr. it Keywords: green logistics, sustainability, reverse logistics, city logistics, Italy.
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Papers by Ilenia Confente
ceived switching costs, returns management, customer value, and customer satisfaction.
In order to better explain the sources of customer loyalty within the B2B context, researchers have already
introduced various antecedents and developed several models, however past studies concentrated exclusively on
themain ‘net effects’ of these antecedents. Because of the complex reality inwhich the phenomena of interestman-
ifests itself, complexity theory tenets can provide amore accurate understanding ofwhat generates customer loyal-
ty. Applying this theory, the current article seeks to determine all the possible “recipes” that build strong customer
loyalty in the B2B context.
To address this research question the study employed qualitative comparative analysis (QCA) which assumes
that the influence of attributes on a specific outcome (customer loyalty in a B2B context) depends on how the
attributes are combined.
Future research can consider other possible combinations and explore how the impact of these antecedents on
customer loyalty changes when other variables are considered.
buyer-supplier relationships. The literature lacks studies that provide an understanding of how intermediaries in a supply chain perceive and create value for themselves and their customer(s) across the distribution channel. The objective of this research is to bridge this gap through an in-depth qualitative investigation. Findings about value drivers of facilitators are discussed as well as implication and areas for future research.
ceived switching costs, returns management, customer value, and customer satisfaction.
In order to better explain the sources of customer loyalty within the B2B context, researchers have already
introduced various antecedents and developed several models, however past studies concentrated exclusively on
themain ‘net effects’ of these antecedents. Because of the complex reality inwhich the phenomena of interestman-
ifests itself, complexity theory tenets can provide amore accurate understanding ofwhat generates customer loyal-
ty. Applying this theory, the current article seeks to determine all the possible “recipes” that build strong customer
loyalty in the B2B context.
To address this research question the study employed qualitative comparative analysis (QCA) which assumes
that the influence of attributes on a specific outcome (customer loyalty in a B2B context) depends on how the
attributes are combined.
Future research can consider other possible combinations and explore how the impact of these antecedents on
customer loyalty changes when other variables are considered.
buyer-supplier relationships. The literature lacks studies that provide an understanding of how intermediaries in a supply chain perceive and create value for themselves and their customer(s) across the distribution channel. The objective of this research is to bridge this gap through an in-depth qualitative investigation. Findings about value drivers of facilitators are discussed as well as implication and areas for future research.