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The Structure and Dynamics of Expectations and Customer Satisfaction in Channel Member Relationships in the Victorian Fruit Industry

Author

Listed:
  • Marthin G Nanere

    (School of Economics, La Trobe University, Shepparton)

  • Railton Hill

    (School of Economics, La Trobe University)

Abstract

Many studies in channel member relationships have hitherto focussed on factors such as trust, commitment, uncertainty, dependence and situational factors. What research has addressed satisfaction in channel member has focussed on constructs of economic and non-economic satisfaction. This paper advances several reasons why these approaches may usefully be supplemented with research attempting to apply the well established dis-confirmation of expectations model, with its familiar constructs of expectations, perceived performance, dis-confirmation and customer satisfaction/dissatisfaction. Further, the paper proposes that a modification of the traditional dis-confirmation model incorporating dimensions of outcome and process previously tested in a business to business context, may be insightful in this context, despite radical differences in the nature of the product. A program of research is proposed in the context of both upstream and downstream distribution channel relationships amongst fruit producers and their distribution channel(s) in Northern Victoria. Qualitative and empirical studies of a longitudinal nature are proposed.

Suggested Citation

  • Marthin G Nanere & Railton Hill, 2001. "The Structure and Dynamics of Expectations and Customer Satisfaction in Channel Member Relationships in the Victorian Fruit Industry," Working Papers 2001.04, School of Economics, La Trobe University.
    • Handle: RePEc:trb:wpaper:2001.04
    as

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    File URL: http://www.latrobe.edu.au/__data/assets/pdf_file/0008/130877/2001.04.pdf
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    References listed on IDEAS

    as
    1. Babin, Barry J. & Griffin, Mitch, 1998. "The nature of satisfaction: An updated examination and analysis," Journal of Business Research, Elsevier, vol. 41(2), pages 127-136, February.
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