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Details van artikel 57 van 62 gevonden artikelen
| Titel: |
The Impact of Critical Incidents on Customer Satisfaction in Business-to-Business Relationships |
| Auteur: |
Backhaus, Klaus Bauer, Matthias |
| Verschenen in: |
Journal of business-to-business marketing |
| Paginering: | Jaargang 8 (2001) nr. 1 pagina's 25-54 |
| Jaar: |
2001-02-01 |
| Inhoud: |
The few existing studies of satisfaction measurement in business-to-business markets focus on attribute-based approaches and neglect the relevance of critical incidents in relationships. From preliminary empirical studies, we know that critical incidents have a significant impact on customer satisfaction. To analyze this impact, a complementary attribute- and incident-based approach is used. It is assumed that critical incidents exert both a direct impact through influencing the level of overall and attribute satisfaction, and an indirect impact of incidents leading to a changed arithmetic mode in overall satisfaction formation. The results of an empirical study in the logistics industry show several asymmetric direct effects and a tendency for nonlinear satisfaction formation if there are critical incidents. |
| Uitgever: |
Routledge |
| Bronbestand: |
Elektronische Wetenschappelijke Tijdschriften |
Details van artikel 57 van 62 gevonden artikelen
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