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Promises, Promises: Industrial Buyer Satisfaction with Delivery Delays

Authors

  • Harold Ogden
  • Ronald Turner

Abstract

The satisfaction responses of professional buyers resulting from different waiting situations are studied. These situations include times when delivery is made on time when promised for various lengths of time, and times when the buyer is advised that the original delivery date could not be met and an additional waiting period would be necessary. Drawing from various areas of literature, propositions are made and tested in a role play experiment

Issue

Vol. 10 (1997): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

License

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