Document Type


Publication Date

Fall 2003

Source Publication

Marketing Management Journal

Source ISSN



Extant research identifies service quality and service encounter perceptions as the key determinants of satisfaction. However, no study in a business-to-business environment has examined the simultaneous effect of these two determinants on overall satisfaction. Hence, we do not know which of these two determinants has a stronger impact on service satisfaction. We investigated this issue by collecting data from shipping managers of several firms in Singapore that used the services of ocean freight shipping companies. Results of path analysis indicate that perceptions of service encounters have a relatively stronger impact compared to service quality. Implications of these results are discussed.


Published version. Marketing Management Journal, Vol. 13, No. 2 (Fall 2003): 61-70. Publisher link. © 2003 Marketing Management Association. Used with permission.

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