| dc.creator |
Chu, Wujin |
|
| dc.creator |
Desai, Preyas S. |
|
| dc.date |
2002-09-04T15:04:57Z |
|
| dc.date |
2002-09-04T15:04:57Z |
|
| dc.date |
1995 |
|
| dc.date.accessioned |
2013-05-31T18:56:37Z |
|
| dc.date.available |
2013-05-31T18:56:37Z |
|
| dc.date.issued |
2013-06-01 |
|
| dc.identifier |
http://hdl.handle.net/1721.1/1617 |
|
| dc.identifier.uri |
http://koha.mediu.edu.my:8181/jspui/handle/1721 |
|
| dc.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. |
|
| dc.format |
2474945 bytes |
|
| dc.format |
application/pdf |
|
| dc.language |
en_US |
|
| dc.relation |
Marketing Science;Vol. 14, No. 4 |
|
| dc.subject |
short-term orientation |
|
| dc.subject |
long-term orientation |
|
| dc.subject |
channel distribution |
|
| dc.subject |
CSI |
|
| dc.subject |
Game Theory |
|
| dc.subject |
customer satisfaction index |
|
| dc.title |
Channel Coordination Mechanisms for Customer Satisfaction |
|