Title

Satisfying Customer Expectations: The Effect On Conflict And Repurchase Intentions In Industrial Marketing Channels

Abstract

The article investigates how the marketer's fulfillment of middleman expectations impacts upon conflict and repurchase intentions in industrial channels. The nature and key determinants of expectations in industrial buyer behavior are examined. Discrepancy theory is used to assess the (dis)confirmation of expectations process. A series of hypotheses are developed and tested in a large manufacturing and distribution network engaged in the marketing of fluid power products. Results suggest a direct causal effect of (dis) confirmed expectations on repurchase intentions and on conflict, and that the effect of expectations on repurchase intentions is not modified by the creation of conflict. Managerial implications are drawn. © 1989 Academy of Marketing Science.

Publication Date

12-1-1989

Publication Title

Journal of the Academy of Marketing Science

Volume

17

Issue

1

Number of Pages

41-49

Document Type

Article

Identifier

scopus

DOI Link

https://doi.org/10.1007/BF02726352

Socpus ID

51249172608 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/51249172608

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