The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Customer service in business‐to‐business markets: an agenda for research
Abstract
Drawing on insights from the extant service‐quality literature (which is dominated by an end‐consumer focus), this paper examines customer service in business‐to‐business markets. It first presents a typology of seller‐customer links and discusses the domain of customer service in business‐to‐business contexts. It then develops a research agenda by identifying a variety of issues pertaining to the scope, measurement, and potential impact of customer service in such contexts. It is hoped that this agenda will stimulate further discussion on the role of customer service in business and industrial marketing, and motivate much‐needed research on this topic.
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Self-citationThe Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
Self-citation
Cited by
Relationship quality as a predictor of B2B customer loyalty
Rauyruen, P., & Miller, K. E. (2007) · Journal of Business Research · doi:10.1016/j.jbusres.2005.11.006 · Cited by 1,123
Muhammad Awan, H., Shahzad Bukhari, K., & Iqbal, A. (2011) · Journal of Islamic Marketing · doi:10.1108/17590831111164750 · Cited by 112
Metadata
- Authors
- Parasuraman, A.
- Venue
- Journal of Business & Industrial Marketing
- Publisher
- Emerald
- Published
- 1998-08-01
- Volume
- 13
- Issue
- 4/5
- Pages
- 309-321
- ISSN
- 0885-8624 (ISSN-L)
- OpenAlex
- W1989455011
- Cited by
- 324
- References
- 2
- FWCI
- 5.91
- Type
- journal article
- Language
- en
- Open access
- closed
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- Parasuraman, A. (1998). Customer service in business‐to‐business markets: an agenda for research. Journal of Business & Industrial Marketing. https://doi.org/10.1108/08858629810226636
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
