Article

Using the elaboration likelihood model to guide customer service-based segmentation

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Conceptualizes a model of customer service‐based segmentation derived from the elaboration likelihood model (ELM). Logistics organizations are utilizing improved customer service to achieve competitive advantage. However, these firms must segment customers to avoid escalating their service platform to those unlikely to provide adequate return. Based on ELM‐established relationships, proposes the following model: buying firms that demonstrate a high level of involvement with a product offering and show high organizational visioning are more likely to give ample consideration to the service improvements in their purchase decisions. In turn, these customers’ commitment to that product offering will be persistent and resistant to change ‐ leading to improved buyer loyalty.

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Ketersediaan

Informasi Detail

Judul Seri

International Journal of Physical Distribution & Logistics Management

No. Panggil

ATC LO ECK u

Penerbit

United Kingdom : Emerald Insight., 1997

Deskripsi Fisik

18 p.

Bahasa

English

ISBN/ISSN

-

Klasifikasi

LO

Tipe Isi

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Tipe Media

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Tipe Pembawa

online resource

Edisi

Vol. 27 Issue: 9/10, pp.600-615

Subjek

Logistics
Customer loyalty
Supplier relations
Consumer behaviour
Customer service
Market segmentation

Info Detail Spesifik

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Pernyataan Tanggungjawab

James A. Eckert

Versi lain/terkait

Lampiran Berkas

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