Customer service is often described as consisting of a set of measurable elements. Similarly, market response to customer service may be viewed as consisting of a set of components which are measurable. Most published empirical studies of the relationship between customer service and market response, however, have represented market response through the use of a single measure. The results of an empirical study of interset association between two sets of measures, one representing the elements of customer service (measured in service levels) and the other representing various forms of market response, are reported. Canonical correlation analysis of data collected from 91 grocery channel dyads indicated (as expected) a closer association of market response with customer perceptions of customer service than with supplier perceptions of the same. Also presented, is the contribution of individual measures to the close association between market response and customer perceptions of customer service.
Mohan Pisharodi, R. and Langley, C.J. (1991), "Interset Association between Measures of Customer Service and Market Response", International Journal of Physical Distribution & Logistics Management, Vol. 21 No. 2, pp. 32-44. https://doi.org/10.1108/09600039110141663
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