Improving postpurchase satisfaction in industrial distribution channels
Article Abstract:
Factors significant to postpurchase satisfaction among buyers of industrial installations are identified in this article. From data provided by 95 industrial equipment buyers, seven factors are investigated for their potential impact on postpurchase satisfaction. One factor, perceived ability of the equipment to attract new customers to the buying organization, was found to dominate postpurchase feelings of equipment buyers. Quality of repair service had a minor effect on postpurchase satisfaction. Manufacturer training programs relating to equipment use and application were also relevant, but only if ability to attract new customers was absent. No other factor made a significant impact on buyer satisfaction. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1988
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Control vs. resources in channel design: distribution differences in one industry
Article Abstract:
This article focuses on a case history in order to develop and illustrate a conceptual framework concerning the interplay between control and resources in manufacturers' channel design policies. It suggests that channel design can usefully be viewed as the outcome of a process designed to balance two often mutually incompatible goals of managers: their desire to control directly important channel functions while also leveraging limited resources, especially financial and selling resources. The article also suggests some implications of this perspective for both theorists and practitioners interested in the design and evolution of industrial distribution channels. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1988
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Face-to-face selling: making it more effective
Article Abstract:
Research reported here suggests that adaptable field sales personnel can identify cues that signify differences in purchase behavior across different customer groups. A national sample of sales engineers from the construction industry were able to identify 14 specific characteristics that differentiate expected purchase behavior across three discrete buyer groups. Further, using a previously developed scale for measuring adaptability, differences between more adaptable and less adaptable salespeople turned out to be significantly large, making a strong argument for continued training in adaptability. (Reprinted by permission of the publisher.)
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1995
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