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A model of industrial satisfaction/complaining behavior |
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| Authors: | I.Fredrick Trawick John E. Swan |
| Abstract: | A model of the purchaser's satisfaction with supplier response to a formal buyer complaint is developed and tested. The authors answer two important questions: (1) what variables affect the purchasing agent's satisfaction with a supplier's response to a complaint? and (2) how can the supplier respond so as to keep that customer in the future? |
| Keywords: | Address correspondence to I. Fredrick Trawick Assistant Professor of Marketing The University of Alabama in Birmingham University of Station Birmingham AL 35294 USA |
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