Impact of the ISO 9000 series standards on industrial marketing
Article Abstract:
A major focus of industrial marketing research has been industrial buyer behavior. The adoption of the ISO 9000 Standards may have a significant impact on industrial buyer behavior by removing some of the uncertainty in the selection of products and services. International trade has always been complicated due to differences in culture, language, and distance. Artificial barriers have been created to restrict trade by imposing national product and service standards. The International Standards organization was created by 89 member nations to develop product and service standards that would be acceptable to all member nations. Any product or service which met the ISO 9000 Standards could be distributed in all of the member nations without being subjected to other national requirements. Compliance to the ISO 9000 standards by product and service providers must be demonstrated by obtaining certification of their management and quality assurance practices by an independent audit organization. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1996
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Buyer perceptions of the purchase process and its effect on customer satisfaction
Article Abstract:
Industrial customer satisfaction is usually considered to be based upon the product's performance relative to expectations for those who participated in the purchase. Managers are concerned about customer satisfaction because of its expected effects on future purchases and word-of-mouth. This article presents the results of a study of customer satisfaction with both the product and the process by which it was chosen. Findings indicate that traditional perspectives concerning the effects of product satisfaction should be reconsidered. Implications for marketing managers include matching the selling process to the buying process in order to manage process satisfaction, a factor found to be related to future purchase participation. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1996
User Contributions:
Comment about this article or add new information about this topic:
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