Modelling the Effects of Customer Service Performance on Purchase Intentions in the Channel

Abstract

The focus of this research was on the influence of customer service on market share. The research concentrated on the wholesaler-retailer portion of an industrial goods channel. A LISREL model testing the effect of company performance on repurchase intentions in a model incorporating expectation confirmation, satisfaction and attitudes was supported. Examining firm performance across a host of marketing and physical distribution attributes in the context of the model suggests that physical distribution is at least as important in the satisfaction process as are the remaining marketing attributes. A focus on integrating customer service and marketing may help a firm as it attempts to develop a competitive advantage in the marketplace.