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Does competitive aggressiveness negatively moderate the relationship between coopetition and customer satisfaction performance?

journal contribution
posted on 25.08.2020, 11:01 by Jim Crick
Although the existing marketing literature suggests that coopetition (simultaneous cooperation and competition) drives customer satisfaction performance, it is unclear whether hostile relations between industry rivals distorts this link. Thus, under resourcebased theory and the relational view, this current paper examines the coopetition – customer satisfaction performance relationship under different degrees of competitive aggressiveness. Survey responses were obtained from a sample of 101 small wine producers in New Zealand, with such data passing all major reliability and validity checks (and common method bias). The results indicated that while coopetition has a positive association with customer satisfaction performance, this link is negatively moderated by competitive aggressiveness. These findings emphasise that on its own, coopetition is comprised of balanced levels of cooperativeness and competitiveness. Yet, competitively aggressive behaviours serve as firm-wide actions that can unhinge the coopetition paradox and prevent businesses from satisfying their customers’ wants and needs.

History

School

  • Business and Economics

Department

  • Business

Published in

Journal of Strategic Marketing

Publisher

Taylor & Francis (Routledge)

Version

AM (Accepted Manuscript)

Rights holder

© Informa UK Limited, trading as Taylor & Francis Group

Publisher statement

This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Strategic Marketing on 6 September 2020, available online: http://www.tandfonline.com/10.1080/0965254X.2020.1817970.

Acceptance date

24/08/2020

Publication date

2020-09-06

Copyright date

2020

ISSN

0965-254X

eISSN

1466-4488

Language

en

Depositor

Dr James M. Crick. Deposit date: 25 August 2020

Exports