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A model of industrial satisfaction/complaining behavior · Study

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ArticleA model of industrial satisfaction/complaining behavior

I. Fredrick Trawick1981

Article1981

A model of industrial satisfaction/complaining behavior

I. Fredrick Trawick · John E. Swan

47 citations·0/0 files stored·Industrial Marketing Management

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Customer Service Quality and Loyalty Quality and Supply Management Outsourcing and Supply Chain Management

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References

1972A General Model for Understanding Organizational Buying Behavior 1976Sources of Power: Their Impact on Intrachannel Conflict 1991Consumer Satisfaction, Dissatisfaction, and Complaining Behavior 1976Channel Domination and Countervailing Power in Distributive Channels 1977Extending the Concept of Consumer Satisfaction 1978An Analysis of Shopper Dissatisfaction for Major Household Appliances

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2010Complaint resolution management expectations in an asymmetric business‐to‐business context 1996The perceived effectiveness of marketer responses to industrial buyer complaints: suggestions for improved vendor performance and customer loyalty 1997Power as a predictor of industrial complaining styles in a buyer/seller relationship: the buyer’s perspective 1997Voice of the Customer: The Impact on Customer Satisfaction

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Details

Year1981

Typearticle

Published1981-02-01

VenueIndustrial Marketing Management

ISSN-L0019-8501

Languageen

Citations47

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/0019-8501(81)90024-9

openalex_workW2015455041

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