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The perceived effectiveness of marketer responses to industrial buyer complaints: suggestions for improved vendor performance and customer loyalty
It is important for the industrial marketer to understand and effectively manage the process of complaining behavior in which dissatisfied buyers typically engage. By better managing this process, marketers can improve customer loyalty and prevent buyers from undertaking further complaining behavior...
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| Published in: | The Journal of business & industrial marketing 1996-02, Vol.11 (1), p.77-89 |
|---|---|
| Main Authors: | , , |
| Format: | Article |
| Language: | English |
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| Citations: | Items that this one cites Items that cite this one |
| Online Access: | Get full text |
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| cited_by | cdi_FETCH-LOGICAL-c407t-b1bb19fa92a272995381aa92d2817c08f49a7c3bae11ba775f3753d61205be513 |
|---|---|
| cites | cdi_FETCH-LOGICAL-c407t-b1bb19fa92a272995381aa92d2817c08f49a7c3bae11ba775f3753d61205be513 |
| container_end_page | 89 |
| container_issue | 1 |
| container_start_page | 77 |
| container_title | The Journal of business & industrial marketing |
| container_volume | 11 |
| creator | Hansen, Scott W. Swan, John E. Powers, Thomas L. |
| description | It is important for the industrial marketer to understand and effectively manage the process of complaining behavior in which dissatisfied buyers typically engage. By better managing this process, marketers can improve customer loyalty and prevent buyers from undertaking further complaining behavior which may damage the seller's reputation. Reports on the types of order problems that occur with suppliers, as well as buyers' perceptions of the effectiveness of supplier responses to different types of complaints from the buyer. |
| doi_str_mv | 10.1108/08858629610112319 |
| format | article |
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| fulltext | fulltext |
| identifier | ISSN: 0885-8624 |
| ispartof | The Journal of business & industrial marketing, 1996-02, Vol.11 (1), p.77-89 |
| issn | 0885-8624 2052-1189 |
| language | eng |
| recordid | cdi_istex_primary_ark_67375_4W2_MW76DKF3_8 |
| source | ABI/INFORM Global; Emerald:Jisc Collections:Emerald Subject Collections HE and FE 2024-2026:Emerald Premier (reading list) |
| subjects | Brand loyalty Channel relationships Chi-square test Complaints Consumer behavior Consumer complaints Customer relations Demographics Distribution channels Hypotheses Industrial marketing Industrial suppliers Marketing Public relations Purchasing Reputations Studies Suppliers |
| title | The perceived effectiveness of marketer responses to industrial buyer complaints: suggestions for improved vendor performance and customer loyalty |
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