Investigates managers’ perceptions of service quality in the international market. Eight propositions are developed using the relationship approach in industrial marketing and the internationalization process model. A structural LISREL‐based model is developed on the basis of a sample of 196...

As with all relationships, it is commonly agreed on that partners in business must have a high degree of commitment towards their relationship. If commitment is lacking, the relationship will soon come to an end. Affective commitment, that is commitment based on attraction between partners, is...

Purpose – The objective of this study is to analyse relationship quality in a business‐to‐business context. Given that the relationship between market orientation and customer‐perceived service quality is well known in the area of higher education, this paper draws on its antecedents to...

Purpose – Training in interpersonal communication helps in enhancing customer service experience. The Functional Fluency model of transactional analysis provides training inputs by which employees can monitor their response with the customers and thereby improve this customer experience. The...

Focuses on large corporates’ expectations of service delivery from their bank(s). Identifies some of the constituent elements of quality operational service, and assesses their significance in the large corporate segment. First, the literature on marketing of financial services in...

Service quality has been widely examined in the area of consumer research. The SERVQUAL scale, in particular, has been used to examine consumer perceptions of service quality as well as the communication of service quality cues in advertising. The literature suggests that service quality is an...

A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric testing of the SERVQUAL as a measure of service quality in ocean freight services. Based on a survey of a...

Develops a model of the service delivery process in the business‐to‐business context which extends the well‐known Gaps Model and accounts for major differences between the provider/consumer model and business‐to‐business relationships. Describes ongoing efforts to measure service...

A growing recognition of the critical differences between industrial and consumer services requires additional research emphasis on marketing of services in business‐to‐business context. Presents an application of SERVQUAL as a measure of service quality in Ocean Freight Services. Based on a...