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  • Emerald  (4)
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Publisher
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  • 1
    Electronic Resource
    Electronic Resource
    The perceived effectiveness of marketer responses to industrial buyer complaints: suggestions for improved vendor performance and customer loyalty (1996)
    Bradford : Emerald
    The @journal of business & industrial marketing 11 (1996), S. 77-89 
    Details
    ISSN: 0885-8624
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: It is important for the industrial marketer to understand and effectively manage the process of complaining behavior in which dissatisfied buyers typically engage. By better managing this process, marketers can improve customer loyalty and prevent buyers from undertaking further complaining behavior which may damage the seller's reputation. Reports on the types of order problems that occur with suppliers, as well as buyers' perceptions of the effectiveness of supplier responses to different types of complaints from the buyer.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08858629610112319
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    Paper (German National Licenses)
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  • 2
    Electronic Resource
    Electronic Resource
    SERVQUAL revisited: a critical review of service quality (1996)
    Bradford : Emerald
    The @journal of services marketing 10 (1996), S. 62-81 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: As competition becomes more intense and environmental factors become more hostile, the concern for service quality grows. If service quality is to become the cornerstone of marketing strategy, the marketer must have the means to measure it. The most popular measure of service quality is SERVQUAL, an instrument developed by Parasuraman et al. (1985; 1988). Not only has research on this instrument been widely cited in the marketing literature, but also its use in industry has been quite widespread (Brown et al., 1993).
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876049610148602
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  • 3
    Electronic Resource
    Electronic Resource
    Customer involvement in the selection of service specifications (2002)
    Bradford : Emerald
    The @journal of services marketing 16 (2002), S. 88-103 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Many types of services involve a sequence in which customers choose a service provider followed by selection of service specifications, that is selecting when and how the service will be performed. Specifications selection can be dominated by the provider, the customer or the customer and provider can jointly select specifications. Customer satisfaction results if specifications selection meets customer expectations of the provider-customer role. Specifications selection unfolds as a process where information is exchanged between the customer and provider and the provider can be more or less customer oriented. Effective information exchange and a strong customer orientation by the provider contribute to customer satisfaction. Customers make attributions of provider or customer responsibility for specifications selection depending on the type of specifications selection that occurs and provider provision of specifications information. Customers who attribute specification selection to their decisions assume responsibility for the specifications selected.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876040210419433
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  • 4
    Electronic Resource
    Electronic Resource
    Services quality and satisfaction: (1998)
    Bradford : Emerald
    The @journal of services marketing 12 (1998), S. 59-72 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Contemporary research on service quality and satisfaction has limitations. First, current satisfaction models treat the consumer as an isolated individual, not considering the social context of the service provision. Second, while satisfaction and quality are thought to be process outcomes, the dominant survey research approaches are not well suited to learning about processes. Finally, popular paradigms assume consumers' determination of service quality and satisfaction is based solely on a set of attributes. Symbolic interaction and ethnographic methods expand the theoretical basis of service quality/satisfaction research beyond an individually centered psychological view to consider social influences and processes, thereby providing a deeper understanding of how consumers experience quality and satisfaction. The knowledge gained from this approach is easily accessible to service managers and may serve to improve employee recruiting, training and evaluation. Examples of employing symbolic interaction and ethnographic methods are provided. Actions to improve the management of service providers are listed
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876049810202375
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