Customer service in industrial marketing: a Comparative Study

Peter M. Banting

77 citations0/0 files storedEuropean Journal of Marketing

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Customer Service Quality and Loyalty Quality and Supply Management Service and Product Innovation

Abstract

In the Spring 1974 issue of this journal, M. T. Cunningham and D. A. Roberts reported the results of a study they had conducted in the United Kingdom to identify what constitutes service as perceived by industrial buyers, and to measure the performance of suppliers of industrial raw materials against key facets of service[!]. The industrial buyers they selected for study consisted of twenty-five manufacturers of pumps and valves, and the products of interest were steel castings and forgings used in pump and valve production. This article reports the findings of a similar study of seventy-three manufacturers of pumps and valves conducted by the author in Canada [2]. This research was inspired by the UK study. Consequently, it was designed in such a way that the results could be compared with those in the Cunningham and Roberts report. The overall research question investigated is: How do Canadian pump and valve manufacturers' perceptions of customer service offered by their metals suppliers compare with the service perceptions of their UK counterparts?

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References

1977INVESTMENT PERFORMANCE OF COMMON STOCKS IN RELATION TO THEIR PRICE‐EARNINGS RATIOS: A TEST OF THE EFFICIENT MARKET HYPOTHESIS 1967Industrial buying and creative marketing 1976A comment on "optimal and system myopic policies for multi-echelon production/inventory assembly systems"1976Verification of the theoretical consistency of a differential game in advertising 1971Teachers and collective bargaining in Ontario: a means to what end?1976Workers' participation in management in West Germany: impact on the worker, the enterprise and the trade union; a research report

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