The Structure and Dynamics of Expectations and Customer Satisfaction in Channel Member Relationships in the Victorian Fruit Industry

Marthin Nanere () and Railton Hill
Additional contact information
Marthin Nanere: School of Economics, La Trobe University, Shepparton
Railton Hill: School of Economics, La Trobe University

No 2001.04, Working Papers from School of Economics, La Trobe University

Abstract: Many studies in channel member relationships have hitherto focussed on factors such as trust, commitment, uncertainty, dependence and situational factors. What research has addressed satisfaction in channel member has focussed on constructs of economic and non-economic satisfaction. This paper advances several reasons why these approaches may usefully be supplemented with research attempting to apply the well established dis-confirmation of expectations model, with its familiar constructs of expectations, perceived performance, dis-confirmation and customer satisfaction/dissatisfaction. Further, the paper proposes that a modification of the traditional dis-confirmation model incorporating dimensions of outcome and process previously tested in a business to business context, may be insightful in this context, despite radical differences in the nature of the product. A program of research is proposed in the context of both upstream and downstream distribution channel relationships amongst fruit producers and their distribution channel(s) in Northern Victoria. Qualitative and empirical studies of a longitudinal nature are proposed.

Keywords: Relationship; dis-confirmation; satisfaction; dissatisfaction; distribution channel (search for similar items in EconPapers)
Pages: 9 pages
Date: 2001
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://www.latrobe.edu.au/__data/assets/pdf_file/0008/130877/2001.04.pdf First version, 2001.04.pdf (application/pdf)
Our link check indicates that this URL is bad, the error code is: 404 Not Found (http://www.latrobe.edu.au/__data/assets/pdf_file/0008/130877/2001.04.pdf [301 Moved Permanently]--> https://www.latrobe.edu.au/__data/assets/pdf_file/0008/130877/2001.04.pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:trb:wpaper:2001.04

Access Statistics for this paper

More papers in Working Papers from School of Economics, La Trobe University Contact information at EDIRC.
Bibliographic data for series maintained by Stephen Scoglio ( this e-mail address is bad, please contact ).