Driving trucks and driving sales? The impact of delivery personnel on customer purchase behavior

Bode, Christoph ; Lindemann, Eckhard ; Wagner, Stephan M.

DOI: https://doi.org/10.1111/j.2158-1592.2011.01009.x
URL: https://www.researchgate.net/publication/229088152...
Additional URL: http://onlinelibrary.wiley.com/doi/10.1111/j.2158-...
Document Type: Article
Year of publication: 2011
The title of a journal, publication series: Journal of Business Logistics : JBL
Volume: 32
Issue number: 1
Page range: 99-114
Place of publication: Hoboken, NJ [u.a.]
Publishing house: Wiley-Blackwell
ISSN: 0735-3766 , 2158-1592
Publication language: English
Institution: Business School > Stiftungslehrstuhl für Procurement (Bode 2014-)
Subject: 650 Management
Keywords (English): customer contact employees ; delivery personnel ; logistics service quality ; multilevel modeling ; truck drivers
Abstract: This study investigates how and under what conditions delivery persons, specifically truck drivers of a supplier firm, affect customers' purchase behavior in industrial customer–supplier relationships. Drawing on service quality and customer contact literature, we test a proposed theoretical model that suggests a positive direct effect of personal contact quality (provided by a delivery person) on sales as well as three situational constraints that determine the occurrence and strength of the direct effect.

Dieser Datensatz wurde nicht während einer Tätigkeit an der Universität Mannheim veröffentlicht, dies ist eine Externe Publikation.

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