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Details van artikel 55 van 59 gevonden artikelen
| Titel: |
Towards an Improved Understanding of Industrial Services: Quality Dimensions and Their Impact on Buyer-Seller Relationships |
| Auteur: |
Homburg, Christian Garbe, Bernd |
| Verschenen in: |
Journal of business-to-business marketing |
| Paginering: | Jaargang 6 (1999) nr. 2 pagina's 39-71 |
| Jaar: |
1999-09-30 |
| Inhoud: |
The rapidly growing field of services marketing has had a strong focus on consumer services. This article deals with industrial services, i.e., services provided by a manufacturing company to organizational customers. The authors suggest a triangular model of industrial service quality involving a distinction between structural, process-related, and outcome-related aspects. These three quality dimensions are shown to have strong impacts on the customer's trust, satisfaction, and commitment. The authors discuss theoretical and managerial implications of their findings. |
| Uitgever: |
Routledge |
| Bronbestand: |
Elektronische Wetenschappelijke Tijdschriften |
Details van artikel 55 van 59 gevonden artikelen
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