Buyer-seller customer satisfaction: The influence of the environment and customer service

Journal of Business and Industrial Marketing

Volumn 14, Issue 6, 1999, Pages 403-415

  Emerson, Carol J ^a   Grimm, Curtis M ^b  

^a UNIVERSITY OF DENVER   (United States)

^b UNIVERSITY OF MARYLAND   (United States)

Author keywords

Buyer seller relationships; Customer satisfaction; Customer service; Environment; USA

Indexed keywords

EID: 0002503716     PISSN: 08858624     EISSN: None     Source Type: Journal    
DOI: 10.1108/08858629910290201     Document Type: Article

References (31)

1. Achrol, R.S., Torger, R. and Stern, L.W. (1983), "The environment of marketing channel dyads: a framework for comparative analysis", Journal of Marketing, 47, Fall, pp. 55-67.
2. Bandyopadhyay, S. and Robicheaux, R.A. (1997), "Dealer satisfaction through relationship marketing across cultures", Journal of Marketing Channels, Vol. 6 No. 2, pp. 35-55.
3. Bearden, W.O. and Teel, J.E. (1993), "Some determinants of consumer satisfaction and complaint reports", Journal of Marketing Research, No. 20, February, pp. 21-8.
4. Bowen, D.E., Siehl, C. and Schneider, B. (1989), "A framework for analyzing customer service orientations in manufacturing", Academy of Management Review, Vol. 14 No. 1, pp. 75-95.
5. Buffa, E.S. (1984), Meeting the Competitive Challenge, Dow Jones-Irwin, Home wood, IL.
6. Cateora, P.R. (1990), International Marketing (7th ed.), Irwin, Homewood, IL.
7. Churchill, G.A. and Surprenant, C. (1982) "An investigation into the determinants of consumer satisfaction", Journal of Marketing Research, No. 19, November, pp. 491-504.
8. Cooper, M.B., Droge, C. and Daugherty, P.J. (1991), "How buyers and operations personnel evaluate service", Industrial Marketing Management, No. 20, pp. 81-5.
9. Daugherty, P.J., Sabath, R.E. and Rogers, D.S. (1992), "Competitive advantage through customer responsiveness", Logistics and Transportation Review, Vol. 28 No. 2, pp. 257-71.
10. Emerson, C.J. and Grimm, C.M. (1996), "Logistics and marketing customer service: an empirical test of the Mentzer, Gomes, and Krapfel model", International Journal of Physical Distribution & Logistics Management, Vol. 26 No. 9, pp. 29-42.
11. Emerson, C.J. and Grimm, C.M. (1998), "The relative importance of logistics and marketing customer service: a strategic perspective", Journal of Business Logistics, Vol. 19 No. 1, pp. 17-32.
12. Gopal, C. and Cypress, H. (1993), Integrated Distribution Management: Competing on Customer Service, Time, and Cost, Irwin, Burr Ridge, IL.
13. Hambrick, D.C. and Lei, D. (1985), "Toward an empirical prioritization of contingency variables for business strategy", Academy of Management Journal, Vol. 28 No. 4, pp. 763-88.
14. Hatten, K.J., Schendel, D.E. and Cooper, A.C. (1978), "A strategic model of the US brewing industry: 1952-1971", Academy of Management Journal, Vol. 21 No. 4, pp. 592-610.
15. Innis, D.E. (1991), "Customer service, repurchase intentions, market orientation and firm performance in the channel", unpublished doctoral dissertation, Ohio State University, Columbus, OH.
16. Jarrell, J.L. (1992), "Modeling the determinants of satisfaction and commitment in buyer-seller relationships in the less-than-truckload segment of the motor carrier industry", unpublished doctoral dissertation, University of Maryland, College Park, MD.
17. Johnson, J.L. and Black, G.S. (1996), "The effects of relationalism and supplier replaceability on industrial distribution channel outcomes", Journal of Marketing Channels, Vol. 5 No. 2, pp. 25-44.
18. Kyj, M.J. (1984), "The meaning and uses of customer service in industrial products markets", unpublished doctoral dissertation, Temple University, Philadelphia, PA.
19. Mentzer, J.T., Gomes, R. and Krapfel, R.E. Jr (1989), "Physical distribution service: a fundamental marketing concept?", Journal of the Academy of Marketing Science, Vol. 17 No. 1, pp. 53-62.
20. Oliver, R. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Marketing Research, No, 17, November, pp. 460-9.
21. Oliver, R. (1981), "Measurement and evaluation of satisfaction processes in retail settings", Journal of Retailing, No. 57, Fall, pp. 25-48.
22. Oliver, R. (1993), "Cognitive, affective, and attribute bases of the satisfaction response", Journal of Consumer Research, No. 20, December, pp. 418-30.
23. Pfeffer, J. and Salancik, G.R. (1978), The External Control of Organizations, Harper & Row, New York, NY.
24. Porter, M.E. (1980), Competitive Strategy, Free Press, New York, NY.
25. Scherer, F.M. and Ross, D. (1990), Industrial Market Structure and Economic Performance, Houghton-Mifflin, Boston, MA.
26. Sheth, J.N. (1973), "A model of industrial buyer behavior", Journal of Marketing, No. 37, October, pp. 50-6.
27. Stem, L.W. and El-Ansary, A.I. (1992), Marketing Channels (4th ed.), Prentice-Hall, Englewood Cliffs, NJ.
28. Stretch, S.M. (1982), "Customer service in the women's apparel industry", unpublished doctoral dissertation, Ohio State University, Columbus, OH.
29. Tse, D.K. and Wilton, P.C. (1988), "Models of consumer satisfaction formation: an extension", Journal of Marketing Research, No. 25, May, pp. 204-12.
30. Wagner, W.B. and LaGarce, R. (1981), "Customer service as a marketing strategy", Industrial Marketing Management, No. 10, pp. 31-41.
31. Zeithaml, C.P. and Zeithaml, V.A. (1984), "Environmental management: revising the marketing perspective", Journal of Marketing, No. 48, Spring, pp. 46-53.