Towards an Improved Understanding of Industrial Services: Quality Dimensions and Their Impact on Buyer-Seller Relationships

The rapidly growing field of services marketing has had a strong focus on consumer services. This article deals with industrial services, i.e., services provided by a manufacturing company to organizational customers. The authors suggest a triangular model of industrial service quality involving a disctinction between structural, process- related, and outcome-related aspects. These three quality dimensions are shown to have strong impacts on the customer’s trust, satisfaction, and commitment. The authors discuss theoretical and managerial implications of their findings.

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