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Please use this identifier to cite or link to this item: http://dspace.mediu.edu.my:8181/xmlui/handle/1721.1/1617
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dc.creatorChu, Wujin-
dc.creatorDesai, Preyas S.-
dc.date2002-09-04T15:04:57Z-
dc.date2002-09-04T15:04:57Z-
dc.date1995-
dc.date.accessioned2013-05-31T18:56:37Z-
dc.date.available2013-05-31T18:56:37Z-
dc.date.issued2013-06-01-
dc.identifierhttp://hdl.handle.net/1721.1/1617-
dc.identifier.urihttp://koha.mediu.edu.my:8181/jspui/handle/1721-
dc.descriptionWe 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.-
dc.format2474945 bytes-
dc.formatapplication/pdf-
dc.languageen_US-
dc.relationMarketing Science;Vol. 14, No. 4-
dc.subjectshort-term orientation-
dc.subjectlong-term orientation-
dc.subjectchannel distribution-
dc.subjectCSI-
dc.subjectGame Theory-
dc.subjectcustomer satisfaction index-
dc.titleChannel Coordination Mechanisms for Customer Satisfaction-
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