Unique aspects of marketing industrial services

Jackson, Ralph; Cooper, Phillip J.

doi:10.1016/0019-8501(88)90013-2

Cited by 101 publications

(74 citation statements)

References 6 publications

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“…The services management and marketing literature has largely failed to address the issue of services that play a role in the buying company's customer processes and, in effect, become part of the company's offer to customers (Jackson and Cooper, 1998;Parasuraman, 1998). Nevertheless, Parasuraman argues that customer-seller links differ for services that are used internally and services that will be sold to customers in the next level in the supply chain (whether or not they have been modified).…”

Section: Literature Reviewmentioning

confidence: 99%

The need for customizing maintenance services in social housing

Mossel

Straub

2009

Construction Management and Economics

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Market segmentation theory is based on the notion that although customers are unique they may be grouped into relatively homogeneous categories which respond in a certain manner to the supplier's marketing efforts. Despite the lack of commercial necessity for the Dutch social rented sector in meeting the demands of tenants, public objectives do compel housing associations to be efficient and effective in maintenance spending. Through customization of maintenance service delivery, the match between users' expectations and the results of maintenance may be improved. Given the limited body of knowledge with respect to preferences of target groups in maintenance of dwellings a post hoc approach is used for this purpose. A large-scale survey was conducted among tenants of large housing associations in the Netherlands. By means of respectively principal component and cluster analyses, customer segments were given shape. Profiling of these segments was achieved through ANOVA and chi-square analyses. There seem to be grounds for housing associations to differentiate, to a limited degree, in their maintenance (purchasing) policy. This, however, always depends on the applicable strategic objectives of the housing association in question.Maintenance, service quality, cluster analysis, housing associations,

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Section: Literature Reviewmentioning

confidence: 99%

The need for customizing maintenance services in social housing

Mossel

Straub

2009

Construction Management and Economics

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“…Industrial services, which usually are technically more complex than consumer services (Gordon, Calantone, and di Benedetto 1993), include, e.g., maintenance, repair, and operation services (see, e.g., Jackson and Cooper 1988;Jackson, Neidell, and Lunsford 1995;Mathe and Shapiro 1993). These are services that accompany the purchased goods and that an industrial customer needs to run its operations (Bowen, Siehl, Schneider 1989).…”

Section: Spreng and Olshavsky 1992)mentioning

confidence: 99%

Customer satisfaction in industrial markets: dimensional and multiple role issues

Homburg

Rudolph

2001

Journal of Business Research

201

145

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“…Finally, the technological nature of many industrial companies was evident in our study and revealed clear implications for activities such as communicating with end customers. Industrial goods also reveal a relatively technological character, because they entail a comparatively high service significance before and after the sale (Jackson et al 1988). Consequently, producers of industrial goods tend to be engineering-oriented rather than marketing-oriented, because they prefer to allocate resources to research and production, rather than to distribution (Stern, El-Ansary, and Coughlan 1996: 121).…”

Section: Limitations and Directions For Future Researchmentioning

confidence: 99%

“…For instance, there are generally relatively few industrial customers (Jackson and Cooper 1988) and they consist of manufacturing and processing firms and distributors who buy and resell to other industries and end customers. The transactions typically involve relatively high value, and many people at different levels are involved in the interaction process over a relatively long period of time (Webster 1991: 9-10).…”

Section: Limitations and Directions For Future Researchmentioning

confidence: 99%