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Satisfying customer expectations: The effect on conflict and repurchase intentions in industrial marketing channels

Satisfying customer expectations: The effect on conflict and repurchase intentions in industrial... Abstract The article investigates how the marketer’s fulfillment of middleman expectations impacts upon conflict and repurchase intentions in industrial channels. The nature and key determinants of expectations in industrial buyer behavior are examined. Discrepancy theory is used to assess the (dis)confirmation of expectations process. A series of hypotheses are developed and tested in a large manufacturing and distribution network engaged in the marketing of fluid power products. Results suggest a direct causal effect of (dis) confirmed expectations on repurchase intentions and on conflict, and that the effect of expectations on repurchase intentions is not modified by the creation of conflict. Managerial implications are drawn. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of the Academy of Marketing Science Springer Journals

Satisfying customer expectations: The effect on conflict and repurchase intentions in industrial marketing channels

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References (64)

Publisher
Springer Journals
Copyright
1989 Academy of Marketing Science
ISSN
0092-0703
eISSN
1552-7824
DOI
10.1007/BF02726352
Publisher site
See Article on Publisher Site

Abstract

Abstract The article investigates how the marketer’s fulfillment of middleman expectations impacts upon conflict and repurchase intentions in industrial channels. The nature and key determinants of expectations in industrial buyer behavior are examined. Discrepancy theory is used to assess the (dis)confirmation of expectations process. A series of hypotheses are developed and tested in a large manufacturing and distribution network engaged in the marketing of fluid power products. Results suggest a direct causal effect of (dis) confirmed expectations on repurchase intentions and on conflict, and that the effect of expectations on repurchase intentions is not modified by the creation of conflict. Managerial implications are drawn.

Journal

Journal of the Academy of Marketing ScienceSpringer Journals

Published: Dec 1, 1989

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