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http://dspace.mediu.edu.my:8181/xmlui/handle/1721.1/1617| Title: | Channel Coordination Mechanisms for Customer Satisfaction |
| Keywords: | short-term orientation long-term orientation channel distribution CSI Game Theory customer satisfaction index |
| Issue Date: | 1-Jun-2013 |
| Description: | We consider two broad categories of incentives by which a manufacturer can motivate its retailers to provide high customer satisfaction: 1) manufacturer assistance that reduces the retailer's cost of providing customer satisfaction (CS assistance); and 2) customer satisfaction index (CSI) bonus. We show that if a retailer has a long-term orientation, CS assistance is a more effective coordination mechanism that induces the retailer to expend more effort at customer satisfaction. However if the retailer has a short-term orientation, CSI bonus is a more effective coordination mechanism. We then show that a long-term retailed is more valuable to a manufacturer than a short-term oriented one. Finally, we show that the use of CSI incentives results in greater profits for both the manufacturer and the retailer. |
| URI: | http://koha.mediu.edu.my:8181/jspui/handle/1721 |
| Other Identifiers: | http://hdl.handle.net/1721.1/1617 |
| Appears in Collections: | MIT Items |
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