Satisfying customer expectations: the effect on conflict and repurchase intentions in industrial marketing channels

Article Abstract:

The article investigates how the marketer's fulfillment of middleman expectations impacts upon conflict and repurchase intentions in industrial channels. The nature and key determinants of expectations in industrial buying behavior are examined. Discrepancy theory is used to assess the (dis)confirmation of expectations process. A series of hypotheses are developed and tested in a large manufacturing and distribution network engaged in the marketing of fluid power products. Results suggest a direct causal effect of (dis)confirmed expectations on repurchase intentions and on conflict, and that the effect of expectations on repurchase intentions is not modified by the creation of conflict. Managerial implications are drawn. (Reprinted by permission of the publisher.)

Research, Consumer behavior, Customer relations

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Measuring coalitions in the industrial buying center

Article Abstract:

The industrial procurement process depends on the formation of coalitions and the buying strategies of coalition members. Major problems with measurement have resulted in the lack of data and research on coalition organization. A technique is suggested that will help resolve these problems; the sociometric technique based on multidimensional scaling can be used to collect information, to structure the group, and to organize coalitions.

Social aspects, Decision-making, Decision making, Coalition (Social sciences), Coalitions (Social sciences)

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Determinants of retail profit performance: a consideration of retail marketing strategies

Article Abstract:

The effects of retail marketers' strategic plans on the profitability of 35 retail companies are examined from 1970 to 1978. Market share, sales growth, average inventory, and capital-to-labor percentages are usually related to profit performance as expected. The results show that sales growth, average inventory level, capital-to-labor ratios, and market share are crucial to the evaluation and selection of retail marketing programs.

Retail industry, Retail trade, Marketing, Profit, Profits, Distribution (Economics)

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