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In a hypercompetitive environment of rapidly changing technology, a characteristic of a growing number of markets since the 1980s, customer needs are continuously evolving. Therefore, the need to develop the capability to respond to customers, and do so better than rivals, is more critical than ever now. The marketing literature has closely linked the customer knowledge of an organization to the capability to respond to customers' needs (Day 2000). We define customer responding capability as the competence of an organization in satisfying customer needs. In this study, we highlight the significance of customer knowledge processes by examining how it has direct and moderating influences on customer responding capability. [ABSTRACT FROM AUTHOR]

In this study, we seek to extend the relationshiprepurchase link to a cross-national setting, a first for the literature. That is, we propose that national culture moderates the relationship between a buyer's perception of the quality of the relationship and repurchase intention. Based on findings from studies in the relationship marketing literature (e.g., Cannon and Perreault 1999; Morgan and Hunt 1994; Anderson and Narus 1990; Puma 1997), we propose that the quality of the buyer-seller relationship, from the viewpoint of the buyer, will be positively associated with buyer repurchase intention. [ABSTRACT FROM AUTHOR]