Title
Business to Business Marketing: Service Recovery and Customer Satisfaction Issues with Ocean Shipping Lines
Document Type
Article
Publication Date
2000
Source Publication
European Journal of Marketing
Abstract
The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction. It was found that service recovery methods such as claims handling, problem handling and complaint handling are associated with the level of satisfaction of customers. In addition, interfacing departments also have varying association with levels of satisfaction of customers. Finds that users of these services can identify problems they experience with ocean freight shipping services, and this may impact their choice of most preferred vs. least preferred shipping line. Concludes by giving recommendations on how service firms can mitigate and be vigilant for service recovery problems.
Comments
European Journal of Marketing, Volume 34, Issue 3/4, pp 433 - 452 (2000). DOI: 10.1108/03090560010311957