An assessment of customer service in business-to-business relationships - Zolkiewski, Judy; Lewis, Barbara; Yuan, Fang; Yuan, Jing (The Journal of services marketing, 2007)
Keywords: Brand loyalty; Business services; Business to business commerce; Customer feedback; Customer satisfaction; Customer services; Impact analysis; Marketing; Perceptions; Profitability; Quality control; Quality of service; Retention; Studies; United Kingdom--UK; Business-to-business marketing; Customer service management; Customer services quality