To read the full version of this content please select one of the options below:

Business‐to‐business marketing Service recovery and customer satisfaction issues with ocean shipping lines

Srinivas Durvasula (College of Business Administration, Marquette University, Milwaukee, USA,)
Steven Lysonski (College of Business Administration, Marquette University, Milwaukee, USA,)
Subhash C. Mehta (Faculty of Business Administration, National University of Singapore, Singapore)

European Journal of Marketing

ISSN: 0309-0566

Publication date: 1 April 2000

Abstract

The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction. It was found that service recovery methods such as claims handling, problem handling and complaint handling are associated with the level of satisfaction of customers. In addition, interfacing departments also have varying association with levels of satisfaction of customers. Finds that users of these services can identify problems they experience with ocean freight shipping services, and this may impact their choice of most preferred vs. least preferred shipping line. Concludes by giving recommendations on how service firms can mitigate and be vigilant for service recovery problems.

Keywords

Citation

Durvasula, S., Lysonski, S. and Mehta, S.C. (2000), "Business‐to‐business marketing Service recovery and customer satisfaction issues with ocean shipping lines", European Journal of Marketing, Vol. 34 No. 3/4, pp. 433-452. https://doi.org/10.1108/03090560010311957

Publisher

:

MCB UP Ltd

Copyright © 2000, MCB UP Limited