Evaluating service quality and service value in manufacturer-distributor settings : a systems approach
Year of publication: |
2021
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Authors: | Kivijärvi, Hannu ; Virta, Aleksi |
Published in: |
Journal of business-to-business marketing. - London [u.a.] : Routledge, Taylor and Francis Group, ISSN 1547-0628, ZDB-ID 2069757-0. - Vol. 28.2021, 1, p. 21-46
|
Subject: | customer value | employee response | Manufacturer-distributor context | measurement systems | Partial Least Squares | service delivery | service outcome quality | service quality | systems approach | Dienstleistungsqualität | Service quality | Qualitätsmanagement | Quality management | Kundenzufriedenheit | Customer satisfaction | Kundenwert | Customer value | Partielle kleinste Quadrate | Partial least squares | Beziehungsmarketing | Relationship marketing | Messung | Measurement | Performance-Messung | Performance measurement |
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