ESTABLISHING CUSTOMER SERVICE STRATEGIES WITHIN THE MARKETING MIX

Jay U. Sterling · Douglas M. Lambert

77 citations0/0 files storedJournal of Business Logistics

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Customer Service Quality and Loyalty Marketing and Advertising Strategies Service and Product Innovation

Abstract

RANKINGS OF CUSTOMER SERVICE VARIABLES BY DEALERS, END USERS AND ARCHITECTURE AND DESIGN FIRMS IN THE OFFICE SYSTEMS AND FURNITURE INDUSTRY WITH CONCLUSIONS ON THE CUSTOMER SERVICE ROLE IN MARKETI- RANKINGS OF CUSTOMER SERVICE VARIABLES BY DEALERS, END USERS AND ARCHITECTURE AND DESIGN FIRMS IN THE OFFICE SYSTEMS AND FURNITURE INDUSTRY WITH CONCLUSIONS ON THE CUSTOMER SERVICE ROLE IN MARKETING-

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1989Long‐term Channel Member Relationships 1992Becoming a “World Class” Company With Logistics Service Quality 1999Customer satisfaction and loyalty in supply chain: the role of communication 2002A SUMMARY AND ANALYSIS OF MULTI‐ITEM SCALES USED IN LOGISTICS RESEARCH 1994Models of channel maintenance: What is the weaker party to do?2007QUALITY, OPERATIONAL LOGISTICS STRATEGY, AND REPURCHASE INTENTIONS: A PROFILE DEVIATION ANALYSIS 2005Delivering customer value online: an analysis of practices, applications, and performance 1998Pulling customers closer through logistics service

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