Journal of Business & Industrial Marketing: Volume 13 Issue 4/5

Customer service in business‐to‐business markets: an agenda for research

A. Parasuraman

Drawing on insights from the extant service‐quality literature (which is dominated by an end‐consumer focus), this paper examines customer service in business‐to‐business markets…

Marketing services: the case of a missing product

Christian Grönroos

Services are processes, and hence service firms do not offer products that are comparable to preproduced bundles of physical resources and features that are provided by…

Creating competitive advantage in industrial services

Paul Matthyssens, Koen Vandenbempt

This article contributes to the marketing literature by identifying key success factors in industrial service markets. In industrial markets, services are becoming critical for…

Case study: service support and capital goods ‐ dissolving the resistance to obtaining product acceptance in new business markets

J. David Lichtenthal, Mary M. Long

The authors note how the lack of proper support services impedes the adoption process for capital goods characterized as installations. Unstructured interviews were conducted with…

Purchasing business services

James A. Fitzsimmons, Jeonpyo Noh, Emil Thies

The purchase of business services is a growing activity among firms but with little appreciation that the purchase of a service requires a modification of the decision process…

Exploring internal customer service quality

Greg W. Marshall, Julie Baker, David W. Finn

An often overlooked aspect of service delivery in business‐to‐business settings is the issue of service quality among internal organizational units. Yet, in practice many…

Eight steps to building a business‐to‐business relationship

Cynthia W. Cann

Many manufacturers of high‐involvement products who sell to other businesses know that relationship building is important to the success of the firm. However, these same companies…

Marketing service relationships: the role of commitment

Martin Wetzels, Ko de Ruyter, Marcel van Birgelen

As with all relationships, it is commonly agreed on that partners in business must have a high degree of commitment towards their relationship. If commitment is lacking, the…