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Interset Association between Measures of Customer Service and Market Response

Interset Association between Measures of Customer Service and Market Response Customer service is often described as consisting of a set ofmeasurable elements. Similarly, market response to customer service maybe viewed as consisting of a set of components which are measurable.Most published empirical studies of the relationship between customerservice and market response, however, have represented market responsethrough the use of a single measure. The results of an empirical studyof interset association between two sets of measures, one representingthe elements of customer service measured in service levels and theother representing various forms of market response, are reported.Canonical correlation analysis of data collected from 91 grocery channeldyads indicated as expected a closer association of market responsewith customer perceptions of customer service than with supplierperceptions of the same. Also presented, is the contribution ofindividual measures to the close association between market response andcustomer perceptions of customer service. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Physical Distribution & Logistics Management Emerald Publishing

Interset Association between Measures of Customer Service and Market Response

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-0035
DOI
10.1108/09600039110141663
Publisher site
See Article on Publisher Site

Abstract

Customer service is often described as consisting of a set ofmeasurable elements. Similarly, market response to customer service maybe viewed as consisting of a set of components which are measurable.Most published empirical studies of the relationship between customerservice and market response, however, have represented market responsethrough the use of a single measure. The results of an empirical studyof interset association between two sets of measures, one representingthe elements of customer service measured in service levels and theother representing various forms of market response, are reported.Canonical correlation analysis of data collected from 91 grocery channeldyads indicated as expected a closer association of market responsewith customer perceptions of customer service than with supplierperceptions of the same. Also presented, is the contribution ofindividual measures to the close association between market response andcustomer perceptions of customer service.

Journal

International Journal of Physical Distribution & Logistics ManagementEmerald Publishing

Published: Feb 1, 1991

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