Determinants of Industrial Purchaser Delivery Service Expectations and Satisfaction: An Ethnography

Authors

  • John E. Swan University of Alabama at Birgmingham
  • I. Fredrick Trawick University of Alabama at Birmingham

Abstract

This research consisted of an ethnographic study of industrial purchaser expectations of delivery service. Using the work experience of industrial purchasers, an inductive model is developed which describes how satisfaction can occur even when initial expectations are not met. Factors affecting satisfaction or dissatisfaction with a delay in delivery are described.

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Published

2022-03-19

Issue

Vol. 7 (1994): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

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