Buyer-seller customer satisfaction: the influence of the environment and customer service

Author： Emerson Carol J. Grimm Curtis M.

ISSN： 0885-8624

Source： The Journal of Business and Industrial Marketing, Vol.14, Iss.5-6, 1999-12, pp. : 403-415

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Abstract

Investigates the moderating effect of firm and environmental variables on the importance of a strategic element, customer service, in explaining satisfaction. The purpose of this paper is twofold. Explores first, the direct impact of certain firm and environmental variables on satisfaction. Next, investigates the quasi-moderating effects of firm and environmental variables on the relationship between customer service and satisfaction. Indicates that product line growth rate and supplier flexibility contribute to customer satisfaction both directly and through an interaction with customer service. Suggests that the remaining environmental variables tested - channel configuration, reseller size, rivalry, and reseller power - do not affect the amount of customer service provided.