Encouraging "friendly" complaint behavior in industrial markets: preventing a loss of customers and reputation

Article Abstract:

This study suggests actions the industrial marketer can take to reduce the possibility of customer dissatisfaction complaints that are harmful to the seller's long-term business. The study reviews the literature on dissatisfaction response styles and supplier relationships that result in different dissatisfaction response styles. Data were gathered using the survey method and in-depth interviews. The study finds support for a theoretical framework that shows how an industrial marketer can better manage vendor relations in order to become "complaint friendly." (Reprinted by permission of the publisher.)

Research, Customer satisfaction, Consumer complaints

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Breakeven analysis with semifixed costs

Article Abstract:

Breakeven analysis is a commonly used tool for decision making by industrial marketers. This article examines the traditional breakeven methodology and describes a method to include semi-fixed expenses to make the tool more applicable to situations typically encountered by industrial marketing managers. (Reprinted by permission of the publisher.)

Methods, Analysis, Marketing management, Cost (Economics), Costs (Economics), Break-even analysis

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Identify and fulfill customer service expectations

Article Abstract:

The delivery of quality service is becoming increasingly important to successful industrial marketers. This article examines the components of service quality and discusses how those areas can be capitalized on to increase sales and customer satisfaction. (Reprinted by permission of the publisher.)

Services, Marketing, Customer service

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