Author： Schellhase Ralf Hardock Petra Ohlwein Martin
Publisher： Emerald Group Publishing Ltd
ISSN： 0885-8624
Source： The Journal of Business and Industrial Marketing, Vol.14, Iss.5-6, 1999-12, pp. : 416-432
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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.
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