This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/08858629910290210. When citing the…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/08858629910290210. When citing the article, please cite: Ralf Schellhase, Petra Hardock, Martin Ohlwein, (1999), “Customer satisfaction in business-to-business marketing: the case of retail organizations and their suppliers”, Journal of Business & Industrial Marketing, Vol. 14 Iss: 5/6, pp. 416 - 432.
Ralf Schellhase, Petra Hardock and Martin Ohlwein
Develops an orientation system for measuring customer satisfaction. Reveals dimensions of satisfaction experienced by retailers, taking account of the relevant literature…
Abstract
Develops an orientation system for measuring customer satisfaction. Reveals dimensions of satisfaction experienced by retailers, taking account of the relevant literature, empirical studies on the satisfaction of retail organizations with their suppliers and the results of discussion with experts. Confirms that these are verified according to empirical criteria and quantified in respect of their contribution to delivering satisfaction to retailers. Identifies approaches on which to base activities, allowing suppliers of branded articles to give their customers greater customer satisfaction.