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Full-Text Articles in Marketing
Business To Business Marketing: Service Recovery And Customer Satisfaction Issues With Ocean Shipping Lines, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Business To Business Marketing: Service Recovery And Customer Satisfaction Issues With Ocean Shipping Lines, Srinivas Durvasula, Steven Lysonski, Subhash Mehta
Marketing Faculty Research and Publications
The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction. It was found that service recovery methods such as claims handling, problem handling and complaint handling are associated with the level of satisfaction of customers. In addition, interfacing departments also have varying association with levels of satisfaction of customers. Finds that users of these services can identify problems they experience with ocean freight shipping services, and this may impact their choice of most …
An Examination Of A Multidimensional Model Of Customer Satisfaction With Internet Purchasing, Kathleen Vanscoyoc
An Examination Of A Multidimensional Model Of Customer Satisfaction With Internet Purchasing, Kathleen Vanscoyoc
Theses and Dissertations in Business Administration
The World Wide Web and Internet have transformed the competitive business environment and altered the customer-firm relationship by creating a new retailing format and service enterprise. It is rapidly growing as a competitive distribution medium in which customer satisfaction will be a major success factor in the development and maintenance of this new retailing format. Despite its growing importance as a new shopping medium, little empirical research has been conducted that examines the relationship between Internet shopping, customer satisfaction, company image, and future online purchasing. Research is needed to develop theoretical models that will systematically explain and predict behavior related …