Investigates the moderating effect of firm and environmental variables on the importance of a strategic element, customer service, in explaining satisfaction. The purpose of this paper is twofold. Explores first, the direct impact of certain firm and environmental variables on satisfaction....

Seeks to create a more complex understanding of the significance attached to vendors' mix elements by resellers in forming patronage choices. Presents data from a 1980s survey of over 1,200 reseller‐buyers. Reviews the results in terms of first, consumer goods and second, convenience products...