Small business industrial buyers' price sensitivity: Do service quality dimensions matter in business markets?

被引：32
|
作者：
Zeng, Fue [1 ]
Yang, Zhilin [2 ]
Li, Yongqiang
Fam, Kim-Shyan [3 ]
机构：
[1] Wuhan Univ China, Sch Econ & Management, Dept Mkt, Wuhan, Peoples R China
[2] City Univ Hong Kong, Dept Mkt, Hong Kong, Hong Kong, Peoples R China
[3] Victoria Univ Wellington, Wellington, New Zealand
来源：
INDUSTRIAL MARKETING MANAGEMENT | 2011年 / 40卷 / 03期
基金：
中国国家自然科学基金;
关键词：
Distribution channels; Price sensitivity; Physical distribution service quality; Customer satisfaction; Small retailers; CUSTOMER SATISFACTION; SWITCHING COSTS; SEARCH COSTS; ANTECEDENTS; LOYALTY; DETERMINANTS; ONLINE; CONSEQUENCES; COMPETITION; ENCOUNTERS;
D O I：
10.1016/j.indmarman.2010.08.008
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
One of the major obstacles to effective pricing emanates from difficulties experienced in predicting business buyers' price sensitivity. With a view to obviating these obstacles, this study examines the effect of five key physical distribution service quality dimensions on price sensitivity from the perspective of small and medium retail buyers. Based on a survey of 233 cellular phone retailers in China, the authors articulate how the five salient service quality dimensions exert either direct effects on price sensitivity or indirect impacts through perceived value and customer satisfaction. Theoretical and managerial implications are also provided for effective retailer relationship management, profitability improvement, and customer segmentation in distribution channels. (C) 2010 Elsevier Inc. All rights reserved.
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页码：395 / 404
页数：10
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