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Business, international

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Measuring and managing customer service in industrial firms

Article Abstract:

This article investigates the customer service function in industrial firms. A distinction is drawn between definitional, measurement, and management aspects of the service function. A model regarding relationships between company descriptors, customer service, and organizational performance is proposed. Results of a survey of marketing managers in industrial firms suggest that the measurement and management of customer service vary as a function of organizational descriptors, and all three components of service impact on organizational performance. (Reprinted by permission of the publisher.)

Author: Morris, Michael H., Davis, Duane L.
Publisher: Elsevier B.V.
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1992
Services, Customer service, Industry, Industries

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Salesforce turnover: those who left and those who stayed

Article Abstract:

Research was undertaken to determine what factors explained the differences between salespeople who left a large computer manufacturer and those who stayed. The analysis suggested that the two groups differed in meaningful ways. (Reprinted by permission of the publisher.)

Author: Grewal, Dhruv, Avila, Ramon A., Fern, Edward F.
Publisher: Elsevier B.V.
Publication Name: Industrial Marketing Management
Subject: Business, international
ISSN: 0019-8501
Year: 1989
Analysis, Job security, Sales personnel, Salespeople, Employee turnover

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