Antecedents to client satisfaction in business services

Linda I. Nowak (Assistant Professor of Marketing, School of Business and Economics, Sonoma State University, California, USA)
Judith H. Washburn (Lecturer, Southern Illinois University at Edwardsville, Illinois, USA)

Journal of Services Marketing

ISSN: 0887-6045

Publication date: 1 December 1998

Abstract

In today’s increasingly competitive environment, it is important to measure the service firm’s performance in the areas which contribute most significantly to the client’s overall satisfaction. Previous research indicates that marketing research clients are concerned with a research provider’s performance in four areas; product quality, service quality, cost management, and timeliness. A survey of 155 marketing research clients indicated that these clients perceive product quality as being most important in accomplishing their research objectives, followed in order by service quality, cost, and timeliness. The results of the study indicate that less than half of the clients were completely satisfied with the ability of their primary research supplier to save them money or to provide them with a useful analysis. A research provider that is capable of improving performance in these two areas may be able to create a competitive advantage that could lead to increased client satisfaction and improved customer loyalty. These research findings provide insights for other business services in assessing client needs and tracking client satisfaction.

Keywords

Citation

Nowak, L.I. and Washburn, J.H. (1998), "Antecedents to client satisfaction in business services", Journal of Services Marketing, Vol. 12 No. 6, pp. 441-452. https://doi.org/10.1108/08876049810242713

Download as .RIS

Publisher

:

MCB UP Ltd

Copyright © 1998, MCB UP Limited

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

You may be able to access this content by logging in via Shibboleth, Open Athens or with your Emerald account.
To rent this content from Deepdyve, please click the button.
If you think you should have access to this content, click the button to contact our support team.