Buyer perceived service quality in industrial networks
Article Abstract:
The purpose of this article is to deepen our understanding of the concept of buyer perceived service quality when establishing relationships in the industrial market. The focus is on a supplier building positions in separate business networks. The service offered is a patented laser application method, which prolongs the lifetime and durability of metal components. For the supplier it is difficult to assess the right level of service quality and to know what buyers appreciate. By carrying out in-depth interviews with the supplier and five buyers, we have found and described three dimensions of buyer perceived quality: the technical, the functional, and the economic service quality dimension. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1995
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Understanding the persuasion processs between industrial buyers and sellers
Article Abstract:
Research on industrial buyer behavior and sales management has assumed that a persuasion or influence process occurs when industrial buyers and sellers interact. However, no concrete research effort has been made to explain this persuasion process or the resultant behavior. Given the recent emphasis on supply chain integration, self-managed work teams, and the shift from adversarial to cooperative buyer-supplier relationships, it is critical to fully understand how this persuasion process occurs and how it may change based on new organizational initiatives. This paper uses the elaboration likelihood model to explain the industrial buyer-seller persuasion process. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1995
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Post-purchase strategy: a key to successful industrial marketing and customer satisfaction
Article Abstract:
Customer satisfaction can be improved by adopting strategies for assisting the customer after the sale. From a description of both the behavior of customers before and after the sale, it is argued that opportunities exist for improving customer value. In addition to key articles, the recent experience of actual buyers have been explored to help develop strategy based on understanding of the buying process and its implications for customer satisfaction. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1995
User Contributions:
Comment about this article or add new information about this topic:
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