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Cited by 127Customer Service Quality and LoyaltyQuality and Supply ManagementOutsourcing and Supply Chain Management

The effects of supplier capabilities on industrial customers’ loyalty: the role of dependence

Scheer, Lisa K., Miao, C. Fred, Garrett, Jason·2010·Journal of the Academy of Marketing Science
DOI 10.1007/s11747-008-0129-6
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Crossref · 10.1007/s11747-008-0129-6

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88 of 88 references verified0 citation errors · 0 not checkable

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  • Lam et al. (2004) consider switching costs independent of the PV/RQ perspective; Scheer et al. (2010) support a bidimensional model with separate paths from benefit-based dependence and cost-based dependence to loyalty.

    “Lam et al. (2004) consider switching costs independent of the PV/RQ perspective; Scheer et al. (2010) support a bidimensional model, with separate paths from benefit-based dependence (i.e., relational benefits) versus cost-based dependence (i.e., switching costs) to loyalty.”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Scheer et al. 2010

  • When a customer views a special treatment benefit as essential, failing to offer it might exclude the firm from the customer's consideration set.

    “when the customer views a special treatment benefit as essential (i.e., benefit-based dependence, Scheer et al. 2010), failing to offer it might exclude the firm from the customer's consideration set.”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Scheer et al. 2010

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Authors
Scheer, L. K., Miao, C. F., & Garrett, J.
Affiliations
  • University of Missouri (US)
  • Clarkson University (US)
  • Bradley University (US)
Corresponding author
Scheer, Lisa K.
ORCID
Venue
Journal of the Academy of Marketing Science
Publisher
Springer Science and Business Media LLC
Published
2009-01-20
Volume
38
Issue
1
Pages
90-104
ISSN
  • 0092-0703 (ISSN-L)
  • 1552-7824
DOI
10.1007/s11747-008-0129-6
OpenAlex
W1976041986
Cited by
127
References
88
Citations by year
2026: 2 · 2025: 5 · 2024: 10 · 2023: 10 · 2022: 8 · 2021: 8 · 2020: 8 · 2019: 6 · 2018: 7 · 2017: 6 · 2016: 10 · 2015: 13 · 2014: 9 · 2013: 14 · 2012: 6
FWCI
6.50
Type
journal article
Language
en
Open access
closed
Licence
www.springer.com/tdm (tdm)
Locations
Journal of the Academy of Marketing Science (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Management Information Systems › Quality and Supply Management
  • Social Sciences › Business, Management and Accounting › Management Information Systems › Outsourcing and Supply Chain Management
Keywords
supplier capabilities, customer loyalty, operational capabilities, communication capability, supply chain relationships

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