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Customer satisfaction in industrial markets: dimensional and multiple role issues

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  • Homburg, Christian
  • Rudolph, Bettina

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  • Homburg, Christian & Rudolph, Bettina, 2001. "Customer satisfaction in industrial markets: dimensional and multiple role issues," Journal of Business Research, Elsevier, vol. 52(1), pages 15-33, April.
    • Handle: RePEc:eee:jbrese:v:52:y:2001:i:1:p:15-33
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    References listed on IDEAS

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    3. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    4. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    5. Peter, J Paul & Churchill, Gilbert A, Jr & Brown, Tom J, 1993. "Caution in the Use of Difference Scores in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(4), pages 655-662, March.
    6. Sunder Kekre & Mayuram S. Krishnan & Kannan Srinivasan, 1995. "Drivers of Customer Satisfaction for Software Products: Implications for Design and Service Support," Management Science, INFORMS, vol. 41(9), pages 1456-1470, September.
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    Cited by:

    1. Lin, Jiun-Sheng Chris & Hsieh, Pei-Ling, 2011. "Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale," Journal of Retailing, Elsevier, vol. 87(2), pages 194-206.
    2. M. Ali Choudhary, 2004. "Connecting People," School of Economics Discussion Papers 0404, School of Economics, University of Surrey.
    3. Langerak, F. & Verhoef, P.C. & Verlegh, P.W.J. & de Valck, K., 2003. "The Effect of Members' Satisfaction with a Virtual Community on Member Participation," ERIM Report Series Research in Management ERS-2003-004-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    4. Khan, M. Sajid & Naumann, Earl & Haverila, Matti J., 2014. "The problem with standardizing international market research: A case study from B2B services," Australasian marketing journal, Elsevier, vol. 22(2), pages 84-92.
    5. D. Vandaele & P. Gemmel, 2005. "Impact of Support Services on End-users’ Satisfaction," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 05/300, Ghent University, Faculty of Economics and Business Administration.
    6. Saeidi, Sayedeh Parastoo & Sofian, Saudah & Saeidi, Parvaneh & Saeidi, Sayyedeh Parisa & Saaeidi, Seyyed Alireza, 2015. "How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction," Journal of Business Research, Elsevier, vol. 68(2), pages 341-350.
    7. Ya Lan WANG & Tainyi LUOR & Pin LUARN & Hsi-peng LU, 2015. "Contribution and Trend to Quality Research—a literature review of SERVQUAL model from 1998 to 2013," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 19(1), pages 34-45.
    8. Mika Kuronen & Josu Takala, 2013. "Measuring and Developing Customer Satisfaction with the Balanced Critical Factor Index Method," Diversity, Technology, and Innovation for Operational Competitiveness: Proceedings of the 2013 International Conference on Technology Innovation and Industrial Management,, ToKnowPress.
    9. Dimitrios Drosos & Michalis Skordoulis & Garyfallos Arabatzis & Nikos Tsotsolas & Spyros Galatsidas, 2019. "Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece," Sustainability, MDPI, vol. 11(7), pages 1-16, March.
    10. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
    11. Sliż Piotr & Delińska Liwia, 2021. "Measuring Customer Retention in the European Automotive Sector," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 29(3), pages 63-85, September.
    12. Jan U. Becker & Sönke Albers, 2016. "The limits of analyzing service quality data in public transport," Transportation, Springer, vol. 43(5), pages 823-842, September.
    13. Lees, Nic & Nuthall, Peter & Wilson, Mark M.J., 2020. "Relationship quality and supplier performance in food supply chains," International Food and Agribusiness Management Review, International Food and Agribusiness Management Association, vol. 23(3), August.
    14. Lewin, Jeffrey E. & Biemans, Wim & Ulaga, Wolfgang, 2010. "Firm downsizing and satisfaction among United States and European customers," Journal of Business Research, Elsevier, vol. 63(7), pages 697-706, July.
    15. Haarhaus, Tim & Liening, Andreas, 2020. "Building dynamic capabilities to cope with environmental uncertainty: The role of strategic foresight," Technological Forecasting and Social Change, Elsevier, vol. 155(C).
    16. Hogreve, Jens & Wonner, Richard, 2014. "Implizites Wissen als Determinante des Kaufverhaltens produktbegleitender Dienstleistungen auf Industriegütermärkten – Eine explorative Analyse," Die Unternehmung - Swiss Journal of Business Research and Practice, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 68(4), pages 268-281.
    17. Gounaris, Spiros P., 2006. "Internal-market orientation and its measurement," Journal of Business Research, Elsevier, vol. 59(4), pages 432-448, April.
    18. Anthony J. deLeon & Sharmila C. Chatterjee, 2017. "B2B relationship calculus: quantifying resource effects in service-dominant logic," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 402-427, May.
    19. Christian Homburg & Martin Artz & Jan Wieseke & Bernhard Schenkel, 2008. "Gestaltung und Erfolgsauswirkungen der Absatzplanung: Eine branchenübergreifende empirische Analyse," Schmalenbach Journal of Business Research, Springer, vol. 60(7), pages 634-670, November.
    20. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Mohd Haniff Osman & Muhamad Razuhanafi Mat Yazid & Munzilah Md. Rohani, 2022. "The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia," Mathematics, MDPI, vol. 10(13), pages 1-21, June.
    21. Rauyruen, Papassapa & Miller, Kenneth E., 2007. "Relationship quality as a predictor of B2B customer loyalty," Journal of Business Research, Elsevier, vol. 60(1), pages 21-31, January.

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