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The demand for and the supply of distribution services: A basis for the analysis of customer satisfaction in retailing

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  • Roger Betancourt
  • Monica Cortiñas
  • Margarita Elorz
  • Jose Mugica

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Suggested Citation

  • Roger Betancourt & Monica Cortiñas & Margarita Elorz & Jose Mugica, 2007. "The demand for and the supply of distribution services: A basis for the analysis of customer satisfaction in retailing," Quantitative Marketing and Economics (QME), Springer, vol. 5(3), pages 293-312, September.
    • Handle: RePEc:kap:qmktec:v:5:y:2007:i:3:p:293-312
    DOI: 10.1007/s11129-007-9027-3
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    References listed on IDEAS

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    1. Gur Ofer, 1973. "Returns To Scale In Retail Trade," Review of Income and Wealth, International Association for Research in Income and Wealth, vol. 19(4), pages 363-384, December.
    2. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    3. Roger Betancourt & David Gautschi, 1990. "Demand Complementarities, Household Production, and Retail Assortments," Marketing Science, INFORMS, vol. 9(2), pages 146-161.
    4. Ofer, Gur, 1973. "Returns to Scale in Retail Trade," Review of Income and Wealth, International Association for Research in Income and Wealth, vol. 19(4), pages 363-384, December.
    5. Roger R. Betancourt, 2004. "The Economics of Retailing and Distribution," Books, Edward Elgar Publishing, number 3511.
    6. Walter Y. Oi, 1992. "Productivity in the Distributive Trades: The Shopper and the Economies of Massed Reserves," NBER Chapters, in: Output Measurement in the Service Sectors, pages 161-193, National Bureau of Economic Research, Inc.
    7. Praveen K. Kopalle & Donald R. Lehmann, 2006. "Setting Quality Expectations When Entering a Market: What Should the Promise Be?," Marketing Science, INFORMS, vol. 25(1), pages 8-24, 01-02.
    Full references (including those not matched with items on IDEAS)

    Citations

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    Cited by:

    1. Mingming Shi & Xiao Yan, 2017. "Heterogeneous consumers, search and retail formats," Frontiers of Business Research in China, Springer, vol. 11(1), pages 1-16, December.
    2. Betancourt, Roger R. & Chocarro, Raquel & Cortiñas, Monica & Elorz, Margarita & Mugica, Jose Miguel, 2017. "Private Sales Clubs: A 21st Century Distribution Channel," Journal of Interactive Marketing, Elsevier, vol. 37(C), pages 44-56.
    3. Martínez-Ruiz, María Pilar & Jiménez-Zarco, Ana Isabel & Izquierdo-Yusta, Alicia, 2010. "Customer satisfaction's key factors in Spanish grocery stores: Evidence from hypermarkets and supermarkets," Journal of Retailing and Consumer Services, Elsevier, vol. 17(4), pages 278-285.
    4. Betancourt, Roger R. & Chocarro, Raquel & Cortiñas, Monica & Elorz, Margarita & Mugica, Jose Miguel, 2016. "Channel Choice in the 21st Century: The Hidden Role of Distribution Services," Journal of Interactive Marketing, Elsevier, vol. 33(C), pages 1-12.

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    More about this item

    Keywords

    Retailing; Customer satisfaction; Distribution services; Supermarkets; M3; L8; M31; L81;
    All these keywords.

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • L8 - Industrial Organization - - Industry Studies: Services
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce

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