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| Author: | Tikkanen, H. |
| Title: | The concept of satisfaction in industrial markets: a contextual perspective and a case study from the software industry |
| Journal: | Industrial Marketing Management
2000 : JUL, VOL. 29:4, p. 373-386 |
| Index terms: | INDUSTRIAL MARKETING MANAGEMENT SOFTWARE |
| Language: | eng |
| Abstract: | The starting point for this study was the obvious "mismatch" between the dominating, consumer marketing- oriented way of approaching customer satisfaction on the one hand and the current understanding of industrial buyer- seller relationships and networks on the other. The purpose of this paper is to present a relational and contextual perspective on customer satisfaction and dissatisfaction in industrial markets. |
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