Towards an Improved Understanding of Industrial Services : Quality Dimensions and Their Impact on Buyer-Seller Relationships

Homburg, Christian ; Garbe, Bernd

Document Type: Working paper
Year of publication: 1999
The title of a journal, publication series: ISBM report
Volume: 9
Place of publication: University Park, Pa. ; Mannheim
Publication language: English
Institution: Business School > Business-to-Business Marketing, Sales & Pricing (Homburg 1998-)
Subject: 330 Economics
Abstract: 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.

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