An assessment of customer service in business-to-business relationships

• Published in: The Journal of services marketing Vol. 21; no. 5; pp. 313 - 325
• Main Authors: Zolkiewski, Judy, Lewis, Barbara, Yuan, Fang, Yuan, Jing
• Format: Journal Article
• Language: English
• Published: Santa Barbara Emerald Group Publishing Limited 07.08.2007
• Subjects: 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

Purpose - The purpose of this paper is to develop a deeper understanding of customer service service quality in business-to-business contexts.Design methodology approach - An in-depth case study was used to discover the perceptions of both key individuals in the supplying company and key customers.F...