The Drivers of Customer Satisfaction with Industrial Goods: An International Study

Advances in International Marketing

Volumn 18, Issue , 2007, Pages 179-207

  Festge, Fabian ^a   Schwaiger, Manfred ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 33847195413     PISSN: 14747979     EISSN: None     Source Type: Book Series    
DOI: 10.1016/S1474-7979(06)18008-4     Document Type: Review

References (78)

1. Aaker D.A., and Joachimsthaler E. Brand leadership (2000), The Free Press, New York
2. Albrecht K., and Zemke R. Service America (1985), Dow Jones-Irwin, Homewood, IL
3. Anderson E., Chu W., and Weitz B. Industrial purchasing: An empirical exploration of the buyclass framework. Journal of Marketing 51 3 (1987) 71-86
4. Anderson E.W. Customer satisfaction and price tolerance. Marketing Letters 7 3 (1996) 265-274
5. Anderson E.W., and Sullivan M.W. The antecedents and consequences of customer satisfaction for firms. Marketing Science 12 2 (1993) 125-143
6. Babakus E., and Boller G.W. An empirical assessment of the SERVQUAL scale. Journal of Business Research 24 3 (1992) 253-268
7. Backhaus K., and Günter B. A phase-differentiated interaction approach to industrial marketing decisions. Industrial Marketing Management 5 5 (1976) 255-270
8. Bagozzi R.P., and Baumgartner H. The evaluation of structural equation models and hypothesis testing. In: Bagozzi R.P. (Ed). Principles of marketing research (1994), Blackwell Publishers, Cambridge 386-422
9. Bingham F.G., and Raffield B.T. Business-to-business marketing management (1990), Irwin, Homewood, IL
10. Biong H. Satisfaction and loyalty to suppliers within the grocery trade. European Journal of Marketing 27 7 (1993) 21-38
11. Blalock, H. M. (1969). Theory construction: From verbal to mathematical formulation. Englewood Cliffs, New York.
12. Bollen K.A. Structural equations with latent variables (1989), John Wiley & Sons, New York
13. Bollen K.A., and Lennox R. Conventional wisdom in measurement: A structural equation perspective. Psychological Bulletin 110 2 (1991) 305-314
14. Bortz J., and Döring N. Forschungsmethoden und evaluation: für human- und sozialwissenschaftler. 3rd ed. (2002), Springer, Berlin
15. Chatelin, Y.-M., Vinzi, V. E., & Tenenhaus, M. (2002). State-of-art on PLS modeling through the available software. HEC Business School, Jouy-en-Josas. URL: http://ideas.repec.org/p/ebg/heccah/0764.html [last access 2006/04/03].
16. Chin W.W. The partial least squares approach to structural equation modeling. In: Marcoulides G.A. (Ed). Modern methods for business research (1998), Lawrence Erlbaum Associates, Mahwah 295-336
17. Chin W.W., and Newsted P.R. Structural equation modelling: Analysis with small samples using partial least squares. In: Hoyle R.H. (Ed). Statistical strategies for small sample research (1999), Sage, Thousand Oaks, CA 307-341
18. Churchill G.A. A paradigm for developing better measures of marketing constructs. Journal of Marketing Research 16 1 (1979) 64-73
19. Churchill G.A., and Surprenant C. An Investigation into the determinants of customer satisfaction. Journal of Marketing Research 19 4 (1982) 491-504
20. Cronbach L.J. Coefficient alpha and the internal structure of tests. Psychometrika 16 3 (1951) 297-334
21. Cronin J., and Taylor S. Measuring service quality: A re-examination and extension. Journal of Marketing 56 3 (1992) 55-68
22. Diamantopoulos A. The C-OAR-SE procedure for scale development in marketing: A comment. International Journal of Research in Marketing 22 1 (2005) 1-9
23. Diamantopoulos A., and Winklhofer H.M. Index construction with formative indicators: An alternative to scale development. Journal of Marketing Research 38 2 (2001) 269-277
24. Douglas S.P., and Craig C.S. International marketing research (1983), Prentice-Hall College Division, Englewood Cliffs
25. Edwards J.R., and Bagozzi R.P. On the nature and direction of relationships between constructs and measures. Psychological Methods 5 2 (2000) 155-174
26. Finn A., and Kayande U. How fine is C-OAR-SE? A generalizability theory perspective on Rossiter's procedure. International Journal of Research in Marketing 22 1 (2005) 11-21
27. Fornell C., and Bookstein F.L. Two structural equation models: LISREL and PLS applied to consumer exit-voice theory. Journal of Marketing Research 19 4 (1982) 440-452
28. Fornell C., and Cha J. Partial least squares. In: Bagozzi R.P. (Ed). Advanced methods of marketing research (1994), Blackwell, Oxford 52-78
29. Fornell C., Johnson M.D., Anderson E.W., Cha J., and Bryant B.E. The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing 60 4 (1996) 7-18
30. Garbarino E., and Johnson M.S. The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing 63 2 (1999) 70-87
31. Grönroos C. Toward a third phase in service quality research: Challenges and future directions. In: Swartz T., Bowen D., and Brown S. (Eds). Advances in services marketing and management: Research and practice, 2 (1993), JAI Press, London, Greenwich, CT 49-64
32. Halstead D., and Page T.J. The effects of satisfaction and complaining behavior on consumer repurchase intentions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 5 (1992) 1-11
33. Hart C.W.L., Heskett J.L., and Sasser W.E. The profitable art of service recovery. Harvard Business Review 68 4 (1990) 148-156
34. Herzberg F., Mausner B., and Snyderman B. The motivation to work (1959), John Wiley & Sons, New York
35. Homburg, C., Koschate, N., & Hoyer, W. D. (2004). Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay. Universität Mannheim, Institut für Marktorientierte Unternehmensführung, Reihe Wissenschaftliche Papiere, No. W79. Mannheim.
36. Homburg C., and Rudolph B. Customer satisfaction in industrial markets: Dimensional and multiple role issues. Journal of Business Research 52 1 (2001) 15-33
37. Jarvis C.B., Mackenzie S.B., and Podsakoff P.M. A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Research 30 3 (2003) 199-218
38. John G., and Reve T. The reliability and validity of key informant data from dyadic relationships in marketing channels. Journal of Marketing Research 19 4 (1982) 517-524
39. Kaiser H. An index to factorial simplicity. Psychometrika 39 1 (1974) 31-36
40. Kleinbaum D.G., and Klein M. Logistic regression: A self-learning text. 2nd ed. (2002), Springer, New York
41. Kohli A.K., and Jaworski B.J. Market orientation: The construct, research propositions and managerial implications. Journal of Marketing 54 2 (1990) 1-18
42. Kohli A.K., Jaworski B.J., and Kumar A. MARKOR: A measure of market orientation. Journal of Marketing Research 30 4 (1993) 467-477
43. LaBarbera P.A., and Mazursky D. A longitudinal assessment of consumer satisfaction/dissatisfaction: The dynamic aspect of the cognitive process. Journal of Marketing Research 20 3 (1983) 393-404
44. Little R.J.A., and Rubin D.B. Statistical analysis with missing data. 2nd ed. (2002), John Wiley & Sons, New York
45. Lohmöller J.-B. Latent variable path modeling with partial least squares (1989), Springer, New York
46. Malholtra N.K., Agarwal J., and Peterson M. Methodological issues in cross-cultural marketing research: A state-of-the-art review. International Marketing Review 13 5 (1996) 7-43
47. McQuiston D.H. Novelty, complexity and importance of casual determinants of industrial buying behavior. Journal of Marketing 53 2 (1989) 66-79
48. Meffert H. Kundenorientierung und kundenzufriedenheit im investitonsgütermarketing - zwei seiten einer medaille?. In: Büschken J., Meyer M., and Weiber R. (Eds). Entwicklungen des Investitionsgütermarketing (1998), Deutscher Universitäts-Verlag, Wiesbaden 69-115
49. Mittal V., and Kamakura W.A. Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of consumer characteristics. Journal of Marketing Research 38 1 (2001) 131-142
50. Nicosia F.M., and Wind Y. Emerging models of organizational buying processes. Industrial Marketing Management 6 5 (1977) 353-369
51. Norušis M.J. SPSS 13.0: Statistical procedures companion (2005), Prentice-Hall, New Jersey
52. Oliver, R. L. (1993). A conceptual model of service quality and service satisfaction: Compatible goals, different concepts. In: T. A. Swartz et al. (Eds), Advances in service marketing management 2 (pp. 65-85). Greenwich, Conn.: JAI Press.
53. Oliver R.L. Satisfaction: A behavioral perspective on the consumer (1997), McGraw Hill, New York
54. Parasuraman A., Zeithaml V.A., and Berry L.L. SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing 64 1 (1988) 12-40
55. Parasuraman A., Zeithaml V.A., and Berry L.L. Refinement and reassessment of the SERVQUAL scale. Journal of Retailing 67 4 (1991) 420-450
56. Parasuraman A., Zeithaml V.A., and Berry L.L. Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing 70 3 (1994) 201-230
57. Phillips L.W. Assessing measurement error in key informant reports: A methodological note on organizational analysis in marketing. Journal of Marketing Research 18 4 (1981) 395-415
58. Reichheld F. The loyalty effect (1996), Harvard Business School Press, Boston
59. Reynolds, K. E., & Beatty, S. E. (1999). Customer benefits and company consequences of customer-salesperson relationships in retailing. Journal of Retailing, 75(1), 11-32.
60. Rossiter, J. R. (2002). The C-OAR-SE procedure for scale development in marketing. International Journal of Research in Marketing, 19(4), 305-335.
61. Rossiter J.R. Reminder: A horse is a horse. International Journal of Research in Marketing 22 1 (2005) 23-25
62. Rudolph B. Kundenzufriedenheit im industriegüterbereich (1998), Gabler, Wiesbaden
63. Rust R.T., Inman J.J., Jia J., and Zahorik A. What you don't know about customer-perceived quality: The role of customer expectation distributions. Marketing Science 18 1 (1999) 77-92
64. Schwaiger M. Components and parameters of corporate reputation - an empirical study. Schmalenbach Business Review 56 1 (2004) 46-71
65. Schwaiger, M., & Cannon, H. M. (2004). Exploring company brand equity. In: P. Rose (Ed.), Proceedings of the 2004 conference of the American academy of advertising (pp. 67-73), Florida International University, North Miami.
66. Sheth J.N. A model of industrial buyer behavior. Journal of Marketing 37 3 (1973) 50-56
67. Spiro R.L., and Weitz B.A. Adaptive selling: Conceptionalization, measurement and nomological validity. Journal of Marketing Research 60 3 (1990) 61-69
68. Stock R. Can customer satisfaction decrease price sensitivity in business-to-business Markets?. Journal of Business-to-Business Marketing 12 3 (2005) 59-87
69. Swan J.E., and Combs L.J. Product performance and consumer satisfaction: A new concept. Journal of Marketing 40 2 (1976) 25-33
70. TARP/Technical Assistance Research Program. Consumer complaint handling in America: Summary of findings and recommendations (1979), White House Office of Consumer Affairs, Washington, DC
71. TARP/Technical Assistance Research Program. Consumer complaint handling in America: An updated study, Part 2 (1986), White House Office of Consumer Affairs, Washington, DC
72. Taylor S.A., and Baker T.L. An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retailing 70 2 (1994) 163-178
73. Weitz B.A., Sujan H., and Sujan M. Knowledge, motivation and adaptive behavior: A framework for improving selling effectiveness. Journal of Marketing 50 4 (1986) 174-191
74. Wold H. Path models with latent variables: The NIPALS approach. In: Blalock H.M., Aganbegian A., Borodkin F.M., Boudon R., and Cappecchi V. (Eds). Quantitative sociology: International perspective on mathematical and statistical modelling (1975), Academic Press, New York 47-74
75. Wold, H. (1982). Systems under indirect observation using PLS. In: C. Fornell (Ed.), A second generation of multivariate analysis, Vol. 1: Methods (pp. 325-347). New York: Praeger.
76. Woodside A.G., Frey L.L., and Daly R.T. Linking service quality, customer satisfaction, and behavioral intention. Journal of Health Care Marketing 9 4 (1989) 5-17
77. World Cement Directory. (2002). Ed. by Cembureau - The European Cement Association, 1. Brüssel: World Cement Directory.
78. Yoon T.-H., and Ekinci Y. An examination of the SERVQUAL dimensions using the Guttman scaling procedure. Journal of Hospitality and Tourism Research 27 1 (2003) 3-23