TY  - JOUR
AB  - Drawing on relevant literature, the authors empirically test a model of business loyalty in a sample of 234 clients of information systems suppliers, integrating the concepts of service quality, satisfaction, and loyalty. The study builds on recent advances in services marketing theory and assesses the relationships underlying the identified constructs in the specific industry. A clear pattern of service quality dimensions is established following the Grönroos conceptualisation. Several important findings are reported, including the empirical verification of the mediating role of industrial satisfaction in the formation of loyalty attributes. Industrial satisfaction fully mediates the relationship between accessibility and loyalty and partially mediates latent construct's relationship with technical assistance and delivery service. The results provide robust evidence concerning the direct effect of industrial satisfaction on loyalty. accessibility, delivery, and product reliability as antecedents of industrial satisfaction.
VL  - 14
IS  - 2/3
SN  - 0960-4529
DO  - 10.1108/09604520410528653
UR  - https://doi.org/10.1108/09604520410528653
AU  - Chumpitaz Ruben
AU  - Paparoidamis Nicholas G.
PY  - 2004
Y1  - 2004/01/01
TI  - Service quality and marketing performance in business‐to‐business markets: exploring the mediating role of client satisfaction
T2  - Managing Service Quality: An International Journal
PB  - Emerald Group Publishing Limited
SP  - 235
EP  - 248
Y2  - 2024/04/25
ER  -