Small business industrial buyers' price sensitivity : Do service quality dimensions matter in business markets?
Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
Author(s)
Related Research Unit(s)
Detail(s)
| Original language | English |
|---|---|
| Pages (from-to) | 395-404 |
| Journal / Publication | Industrial Marketing Management |
| Volume | 40 |
| Issue number | 3 |
| Publication status | Published - Apr 2011 |
Link(s)
Abstract
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. © 2010 Elsevier Inc.
Research Area(s)
- Customer satisfaction, Distribution channels, Physical distribution service quality, Price sensitivity, Small retailers
Citation Format(s)
Small business industrial buyers' price sensitivity : Do service quality dimensions matter in business markets? / Zeng, Fue; Yang, Zhilin; Li, Yongqiang et al.
In: Industrial Marketing Management, Vol. 40, No. 3, 04.2011, p. 395-404.Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
