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Business to Business Marketing: Service Recovery and Customer Satisfaction Issues with Ocean Shipping Lines
Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash - 2000
The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction. It was found that service recovery methods such as...
Persistent link: https://www.econbiz.de/10009484489
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Testing the SERVQUAL Scale in the Business-to-Business Sector: The Case of Ocean Freight Shipping Service
Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash - 1999
freight services. Based on a survey of a cross-sectional sample of 114 business organisations in Singapore, which regularly … can only be applied with caution in business-to-business marketing. Implications and future directions for research are …
Persistent link: https://www.econbiz.de/10009484490