Business-to-business selling determinants of quality

With the recent growing interest in service relationships in the industrial sector, a need exists to investigate the underlying determinants for service quality for business-to-business service encounters. An overview of the relevant literature dealing with service quality is given that provides theoretical grounding for an exploratory study. This project evaluates the efficacy of SERVQUAL's underlying determinants in an industrial setting, explores other salient variables germane to industrial settings not originally found in the SERVQUAL model, and analyzes cross-industrial differences along these salient variables. Finally, practical suggestions are offered to assist managers providing services to businesses. (C) 1998 Elsevier Science Inc.