Customer satisfaction in industrial markets: dimensional and multiple role issues

By Christian Homburg, Bettina Rudolph. 2001

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Salesperson ambidexterity and customer satisfaction: examining the role of customer demandingness, adaptive selling, and role conflict (2017, background): “These measures range from satisfaction with products, product-related information, handing, technical services, internal personnel, complaint handing, and satisfaction with the salesperson (e.g. Homburg and Rudolph 2001).”
Which Competitive Advantage(s)? Competitive Advantage–Market Performance Relationships in International Markets (2017, background): “…and the relative importance of service vis-à-vis product advantage when these diverge in their levels of achievement, shed new light and suggest the need for updatingmodels of quality and satisfaction in industrial manufacturing and international settings (Gebauer 2008; Homburg and Rudolph 2001).”
Measuring customer experience in banks: scale development and validation (2014, methodology): “Further, the association between the experience factors and customer experience with a second-order CFA was inspected (Byrne, 1994; Homberg and Rudolph, 2001; Yang et al., 2005).”
Internal-market orientation and its measurement (2006, background): “, 1988; Cronin and Taylor, 1992; Anderson and Sullivan, 1993) or complain handling (Homburg and Rudolph, 2001).”