Customer satisfaction in business‐to‐business marketing: the case of retail organizations and their suppliers
Journal of Business & Industrial Marketing
ISSN: 0885-8624
Article publication date: 1 December 1999
Abstract
Develops an orientation system for measuring customer satisfaction. Reveals dimensions of satisfaction experienced by retailers, taking account of the relevant literature, empirical studies on the satisfaction of retail organizations with their suppliers and the results of discussion with experts. Confirms that these are verified according to empirical criteria and quantified in respect of their contribution to delivering satisfaction to retailers. Identifies approaches on which to base activities, allowing suppliers of branded articles to give their customers greater customer satisfaction.
Keywords
Citation
Schellhase, R., Hardock, P. and Ohlwein, M. (1999), "Customer satisfaction in business‐to‐business marketing: the case of retail organizations and their suppliers", Journal of Business & Industrial Marketing, Vol. 14 No. 5/6, pp. 416-432. https://doi.org/10.1108/08858629910290210
Publisher
:MCB UP Ltd
Copyright © 1999, MCB UP Limited