Service quality dimensions in the manufacturer–distributor dyadic relationship: manufacturer-to-distributor context

Abstract

Purpose

The paper aims to identify and report service quality dimensions critical to distributors’ perception of the quality of services their suppliers provide (Manufactures).

Design/methodology/approach

This research used unstructured interviews and focused group discussions. The authors have interviewed ten distributors and ten frontline managers of three mid-size Consumer Packaged Goods companies operating in India. Two focused group discussions were conducted involving academicians and practitioners in the service quality domain.

Findings

Seven quality dimensions critical to a distributor’s service quality evaluation have been identified. Except for tangibility, all other SERVQUAL dimensions have been found relevant. Three additional dimensions, namely “Fairness,” “Accessibility” and “Image quality,” have been identified. The authors made a theoretical contribution by not only identifying the relevant dimension but also proving their context-specific definition. The authors also present managerial implications and recommendations to improve the service experience of distributors.

Originality/value

This paper investigates the distributor–manufacturer dyadic relationship from a service quality perspective for the first time. This study made a theoretical contribution by explicitly identifying service quality dimensions for a manufacturer-to-distributor (M2D) service relationship.

Citation

Trivedi, S.D., Nigam, A. and Pareek, A. (2023), "Service quality dimensions in the manufacturer–distributor dyadic relationship: manufacturer-to-distributor context", International Journal of Retail & Distribution Management, Vol. 51 No. 3, pp. 407-423. https://doi.org/10.1108/IJRDM-08-2022-0283