Interrelationships among key aspects of the organizational procurement process

Article Abstract:

The simultaneous interrelationships among different aspects of the overall procurement process of organizational customers, and how they vary with characteristics of the purchase situation are evaluated using an integrative model. Results support the model of the procurement process, including relationships among purchase importance, extensiveness of choice, buyer power, a proactive focus, reliance on procedural controls, search for information and the use of formal analytical tools.

United States, Public affairs, Psychological aspects, Social aspects, Interpersonal relations, Consumer behaviour

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Effects of waiting on the satisfaction with the service: beyond objective time measures

Article Abstract:

Service managers need to focus more attention on their customers' waiting conditions and be less focused on shortening waiting time since the waiting environment proves to be a stronger factor of service satisfaction than objective waiting time. Objective waiting time impacts satisfaction via both a cognitive and an affective circuit, while the strongest variable, the waiting environment, impacts via the affective route only.

Customer Relations, Research, Analysis, Customer service, Customer satisfaction

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