Customer Service in Industrial Marketing: Hedge Against Competition
- 1 July 1987
- journal article
- Published by Emerald Publishing in European Journal of Marketing
- Vol. 21 (7) , 7-17
- https://doi.org/10.1108/eum0000000004702
Abstract
Customer service is a pre‐requisite for both developing and maintaining lasting buyer‐seller relationships. Long‐term benefits have been proved over time. As a strategic element of the marketing mix it is no longer dismissed on the basis of cost. Customer service issues involved, including the importance of evaluating the service‐price tag correctly, guarantee of supplies and transport are discussed, and actions required to provide industrial marketers with a differential advantage and a strong hedge against competitive pressures at home and abroad.Keywords
This publication has 10 references indexed in Scilit:
- Competition, Strategy, and Price Dynamics: A Theoretical and Empirical InvestigationJournal of Marketing Research, 1985
- User Participation and Influence in Industrial BuyingJournal of Purchasing and Materials Management, 1985
- Purchasing Performance Measurement and EvaluationJournal of Purchasing and Materials Management, 1984
- International Purchasing: Characteristics and ImplementationJournal of Purchasing and Materials Management, 1984
- Buyer/seller relationships in international industrial marketsIndustrial Marketing Management, 1984
- Applying territoriality to steps in the buyer/seller processIndustrial Marketing Management, 1984
- Rating industrial advertisementsIndustrial Marketing Management, 1984
- Do a value analysis of your customer baseIndustrial Marketing Management, 1982
- Pricing strategies that adjust to inflationIndustrial Marketing Management, 1981
- Customer service as a marketing strategyIndustrial Marketing Management, 1981