The Service Hand-Off: Effects of Multivendor Service Performance on Customer Satisfaction-An Experimental Study

Keywords

customer service management, strategic alliances, vendor rating, internet

Abstract

Simple transactions are evolving into complex service relationships that require the attention of multiple organizations. When integrated products fail, customers must determine which organization is responsible and capable of resolving the problem. If the initial firm contacted cannot resolve the problem, it is then passed on to another until resolution. The objective of this paper is to determine how customer satisfaction with one organization may be moderated by the subsequent performance of another organization following the service issue hand‐off.

Original Publication Citation

Allred, Chad R. and R. Bruce Money (2010), “The Service Hand-off: Effects of Multivendor Service Performance on Customer Satisfaction—an Experimental Study,” Journal of Services Marketing, 24 (3), 184-195.

Document Type

Peer-Reviewed Article

Publication Date

2010

Publisher

Journal of Services Marketing

Language

English

College

Marriott School of Business

Department

Marketing

University Standing at Time of Publication

Full Professor

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