The rapidly growing field of services marketing has had a strong focus on consumer
services. This article deals with industrial services, i.e., services provided by a
manufacturing company to organizational customers. The authors suggest a triangular
model of industrial service quality involving a disctinction between structural, process-
related, and outcome-related aspects. These three quality dimensions are shown to have
strong impacts on the customer’s trust, satisfaction, and commitment. The authors
discuss theoretical and managerial implications of their findings.
Dieser Eintrag ist Teil der Universitätsbibliographie.
Search Authors in