Measuring service quality trade-offs in Asian distribution channels: A multi-layer perspective

Autor:	Jgam Lemmink, Mgm Martin Wetzels, JC Ko de Ruyter
Přispěvatelé:	Innovation Technology Entrepr. & Marketing
Jazyk:	angličtina
Rok vydání:	2000
Předmět:	Service quality Customer retention Customer advocacy Customer Service Assurance Service level objective Service level requirement Business Service guarantee Marketing Customer to customer General Business Management and Accounting Industrial organization
Zdroj:	Total Quality Management, 11(3), 307-318. Routledge Taylor & Francis Group
ISSN:	0954-4127
Popis:	In international marketing channels customer service has become an important factor in supplier and purchase decisions. In evaluating supplier performance several trade-offs are taken into account by actors operating at various channel levels. These are trade-offs among customer service elements and between customer service elements and costs. With the help of conjoint analysis, these trade-offs were analyzed for different layers of the Asian distribution system of a global marketer of fast-moving consumer goods. Results suggest that considerable differences occur with regards to the various perspectives on customer service between channel members.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_dedup___::65553333b6e6a98e117c632122a919e0 https://research.tue.nl/en/publications/1ed34391-7ad9-4a8c-9a12-36f4cf1703ce Zobrazit plný text záznamu Plný text ve formátu PDF Plný text ve formátu HTML
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