The perceived effectiveness of marketer responses to industrial buyer complaints: suggestions for improved vendor performance and customer loyalty

Abstract

It is important for the industrial marketer to understand and effectively manage the process of complaining behavior in which dissatisfied buyers typically engage. By better managing this process, marketers can improve customer loyalty and prevent buyers from undertaking further complaining behavior which may damage the seller’s reputation. Reports on the types of order problems that occur with suppliers, as well as buyers’ perceptions of the effectiveness of supplier responses to different types of complaints from the buyer.

Citation

Hansen, S.W., Swan, J.E. and Powers, T.L. (1996), "The perceived effectiveness of marketer responses to industrial buyer complaints: suggestions for improved vendor performance and customer loyalty", Journal of Business & Industrial Marketing, Vol. 11 No. 1, pp. 77-89. https://doi.org/10.1108/08858629610112319