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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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    Cited by:

    1. 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.
    2. 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.
    3. 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.
    4. 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.
    5. 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.
    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. 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.
    8. Layla Hodaed Alsheikh, 2023. "Electronic Loyalty of Islamic Banks in Saudi Arabia: Do E-CRM Practices Matter?," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global Scientific Publishing, vol. 14(1), pages 1-15, January.
    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. 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.
    11. 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.
    12. M. Ali Choudhary, 2004. "Connecting People," School of Economics Discussion Papers 0404, School of Economics, University of Surrey.
    13. Habjan Andreja, 2023. "How a Perceived Utilisation of IT-enabled Information shapes Customer Satisfaction in B2B arkets," Business Systems Research, Sciendo, vol. 14(2), pages 81-101, December.
    14. 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.
    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. Guenzi, Paolo & Troilo, Gabriele, 2007. "The joint contribution of marketing and sales to the creation of superior customer value," Journal of Business Research, Elsevier, vol. 60(2), pages 98-107, February.
    17. 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.
    18. 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.
    19. 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.
    20. Gounaris, Spiros P., 2006. "Internal-market orientation and its measurement," Journal of Business Research, Elsevier, vol. 59(4), pages 432-448, April.
    21. 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.
    22. 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.
    23. 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.
    24. 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.

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