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Full-Text Articles in Business
The Power Of Interfacing Departments In Shaping B2b Customer Satisfaction, Srinivas Durvasula, Steven Lysonski, Subhash C. Mehta
The Power Of Interfacing Departments In Shaping B2b Customer Satisfaction, Srinivas Durvasula, Steven Lysonski, Subhash C. Mehta
Marketing Faculty Research and Publications
Extant research identifies service quality and service encounter perceptions as the key determinants of satisfaction. However, no study in a business-to-business environment has examined the simultaneous effect of these two determinants on overall satisfaction. Hence, we do not know which of these two determinants has a stronger impact on service satisfaction. We investigated this issue by collecting data from shipping managers of several firms in Singapore that used the services of ocean freight shipping companies. Results of path analysis indicate that perceptions of service encounters have a relatively stronger impact compared to service quality. Implications of these results are discussed.
Compliant, Aggressive And Detached Types Differ In Generalized Purchasing Involvement, Mark E. Slama, Terrell G. Williams, Armen Tashchian
Compliant, Aggressive And Detached Types Differ In Generalized Purchasing Involvement, Mark E. Slama, Terrell G. Williams, Armen Tashchian
Faculty Articles
Cohen's (1967) method of determining compliant, aggressive and detached personality types is modified and employed in exploring the relationship between personality types and generalized purchasing involvement. The hypothesis that the detached personality type will be less involved in purchasing than compliant or aggressive personality types is tested and supported. Theoretical implications are discussed.