The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis
Article Abstract:
An empirical study on customer satisfaction with a supplier in the automotive industry is undertaken and the asymmetric relationship between attribute-level performance and overall satisfaction is confirmed. The managerial implications derived from the importance-performance analysis (IPA), which is a widely used analytical technique that yields prescriptions for the management of customer satisfaction, are found to be misleading.
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 2004
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Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries
Article Abstract:
Customer value was tested as operationalized by a modification of Ulaga and Egger's scale as a direct explanatory concept in predicting satisfaction, loyalty, and market performance in a hybrid veterinary pharmaceuticals market. The final model indicates a direct influence by product, strategic, and personal benefits as well as perceived sacrifices on the dependent variables.
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 2004
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A methodological approach to the marketing process in the biotechnology-based companies
Article Abstract:
The commercialization activities of biotechnology-based companies in a European context are addressed and whether these companies are able to gain adequate market perceptions are discussed. Adequate marketing process is set taking into account three analytical steps, strategic marketing definition, marketing implementation, and evolution of strategy and implementation.
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 2004
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