Business-to-business selling determinants of quality

Article Abstract:

With the recent growing interest in service relationships in the industrial sector, a need exists to investigate the underlying determinants for service quality for business-to-business service encounters. An overview of the relevant literature dealing with service quality is given that provides theoretical grounding for an exploratory study. This project evaluates the efficacy of SERVQUAL's underlying determinants in an industrial setting, explores other salient variables germane to industrial settings not originally found in the SERVQUAL model, and analyzes cross-industrial differences along these salient variables. Finally, practical suggestions are offered to assist managers providing services to businesses. (Reprinted by permission of the publisher.)

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After sales service quality: views between industrial customers and service managers

Article Abstract:

This article focuses upon the perceived quality of after sales services. It is a case study about a large supplier of office equipment active in the Dutch market. The perceptions of the industrial customer in after sales services are compared with the view the service managers in the company have about these customer perceptions. Some striking differences as well as some similarities on services are found. Conclusions can be drawn for an after sales services strategy to gain a competitive edge. (Reprinted by permission of the publisher.)

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Antecedents of commitment and trust in customer-supplier relationships in high technology markets

Article Abstract:

Factors relating to the success or failure in supplier-customer relationships in the high technology industry are examined, focusing on the significance of commitment and trust in the relationship. Topics include the formulation and testing of hypotheses relating to trust and the commitment to adhere to a business relationship.

United States, Netherlands, Research and Development in the Social Sciences and Humanities, Customer Relations, Management Science, Social aspects, Statistical Data Included, Management, High technology industry, Distributors (Commerce), Supply and demand

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