Title :
Quality Perceptions in a Complete Distribution Chain
Author :
Peng, Ching-Huai
Author_Institution :
China Univ. of Technol., Taiwan
Abstract :
Three theory-based hypotheses related to distribution chains and quality perceptions are advanced and examined empirically. The reported findings show that upstream chain stages place more emphasis on distribution quality, while downstream chain stages more emphasize product quality. A systematic change in quality perceptions is observed across national borders.In addition, more similar quality perceptions are observed among adjacent chain stages than those chain stages that are further apart.
Keywords :
customer relationship management; customer relationship management; distribution chains hypothesis; downstream chain; quality perceptions; upstream chain; Companies; Customer relationship management; Customer satisfaction; Customer service; Distributed computing; Helium; Humans; Innovation management; Technological innovation; Technology management; distribution; perceptions; quality;
Conference_Titel :
Natural Computation, 2009. ICNC '09. Fifth International Conference on
Print_ISBN :
978-0-7695-3736-8
DOI :
10.1109/ICNC.2009.740
