Customer satisfaction measurement in a business‐to‐business context: a conceptual framework
Abstract
In practice, firms measure customer satisfaction using models and theory developed for evaluating the perceptions of individual consumers rather than entire organizations. This paper develops an integrated model of customer satisfaction measurement specific to a business‐to‐business context and addresses the unique challenges inherent in this context by incorporating learnings from the fields of customer satisfaction, organizational buying behavior and relationship marketing. After presenting the model and its rationale, the paper illustrates practical uses of the model as a managerial tool for framing a system of customer satisfaction measurement.
Keywords
Citation
Rossomme, J. (2003), "Customer satisfaction measurement in a business‐to‐business context: a conceptual framework", Journal of Business & Industrial Marketing, Vol. 18 No. 2, pp. 179-195. https://doi.org/10.1108/08858620310463097
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited