Determinants of customer satisfaction in a multi-channel B2B environment

Total Quality Management and Business Excellence

Volumn 18, Issue 8, 2007, Pages 915-925

  Madaleno, Rita ^a   Wilson, Hugh ^b   Palmer, Roger ^c  

^a ACNielsen   (New Zealand)

^b CRANFIELD UNIVERSITY   (United Kingdom)

^c UNIVERSITY OF READING   (United Kingdom)

Author keywords

Channel integration; Customer satisfaction; Industrial marketing; Multi channel marketing

Indexed keywords

EID: 35348921259     PISSN: 14783363     EISSN: 14783371     Source Type: Journal    
DOI: 10.1080/14783360701350938     Document Type: Review

References (23)

1. Bolton, R. & Lemon, K. (1999) A dynamic model of customers' usage of services: usage as an antecedent and consequence of satisfaction, Journal of Marketing Research, 36(2), pp. 171-186.
2. Fomell, C. (1992) A national customer satisfaction barometer: the Swedish experience, Journal of Marketing, 55, pp. 1-21.
3. Friedman, L. & Furey, T. (1999) The Channel Advantage (Oxford: Butterworth-Heinemann).
4. Funk, J. L. (2002) Mobile shopping and multi-channel Integration in the Japanese mobile industry. Working Paper, Research Institute for Economics and Business Administration, Kobe University.
5. Ganesh, J. (2004) Managing customer preferences in a multi-channel environment using web-services, International Journal of Retail & Distribution Management, 32(3), pp. 140-146.
6. Kraft, K. J. (2000) Multi-Channel Customer Management Solutions: Making Sense of the Operational Issues and Deployment Alternatives (Chicago: eLoyalty Corporation).
7. Hiscock, J. (2001) Disloyalty becomes the norm, Marketing, 21 June, pp. 24-25.
8. Lemke, F. et al. (2000) Supplier base management: experiences from the UK and Germany, International Journal of Logistics Management, 11(2), pp. 45-58.
9. MacQueen, J. B. (1967) Some methods for classification and analysis of multivariate observations, Proceedings of Fifth Berkeley Symposium on Mathematical Statistics and Probability, Vol. 1, pp. 281-297 (Berkeley: University of California Press).
10. Montoya-Weiss, M. et al. (2003) Determinants of online channel use and overall satisfaction with a relational, multichannel service provider, Journal of the Academy of Marketing Science, 31(4), pp. 448-458.
11. Myers, J. et al. (2004) Steering the customers to the right channels, McKinsey Quarterly, 4, pp. 36-47.
12. Neslin, S. et al. (2006) Challenges and opportunities in multichannel customer management, Journal of Service Research, 9(2), pp. 95-112.
13. Nunes, P. & Cespedes, F. (2003) The customer has escaped, Harvard Business Review, November, pp. 96-105.
14. Pallant, J. (2005) SPSS Survival Manual, 2nd edn (McGraw-Hill).
15. Payne, A. & Frow, P. (2004) The role of multi-channel integration in customer relationship management, Industrial Marketing Management, 33(6), pp. 527-538.
16. Payne, A. & Frow, P. (2005) A strategic framework for customer relationship management, Journal of Marketing, 69(4), pp. 167-176.
17. Shankar, V. et al. (2003) Customer satisfaction and loyalty in online and offline environments, International Journal of Research in Marketing, 20(2), pp. 153-175.
18. Sousa, R. & Voss, C. (2006) Service quality in multichannel services employing virtual channels, Journal of Service Research, 8(M.ay), pp. 356-371.
19. Stuart-Menteth, H. et al. (2005) Multi-channel experience consistency: evidence from Lexus, Interactive Marketing, 6(4), pp. 317-325.
20. Sudharshan, D. & Sanchez, R. (1998) Distribution equity: creating value through managing knowledge relationships with distribution channels, Journal of Market Focused Management, 2(4), pp. 309-338.
21. Verhoef, P. (2003) Understanding the effect of customer relationship management efforts on customer retention and customer share development, Journal of Marketing, 67(October), pp. 30-45.
22. Wagner, T. R. (2000) Multichannel customer interaction, in: Defying the Limits, pp. 277-280 (San Francisco: Montgomery Research).
23. Wallace, D. et al. (2004) Customer retailer loyalty in the context of the multiple channel strategies, Journal of Retailing, 80, pp. 249-263.