TY  - JOUR
AB  - 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.
VL  - 21
IS  - 2
SN  - 0960-0035
DO  - 10.1108/09600039110141663
UR  - https://doi.org/10.1108/09600039110141663
AU  - Mohan Pisharodi R.
AU  - Langley C. John
PY  - 1991
Y1  - 1991/01/01
TI  - Interset Association between Measures of Customer Service and Market Response
T2  - International Journal of Physical Distribution & Logistics Management
PB  - MCB UP Ltd
SP  - 32
EP  - 44
Y2  - 2024/04/19
ER  -