How to cite this paper
Gandhi, S., Sachdeva, A & Gupta, A. (2018). Distributor service quality in Indian SMEs: A bi-directional customer perspective.Uncertain Supply Chain Management, 6(4), 335-356.
Refrences
Abasi, N., Azad, N., & Hafashjani, K. (2015). Information systems success: the quest for the dependent variable. Uncertain Supply Chain Management, 3(2), 181-188.
Abdul-Muhmin, A. G. (2002). Effects of suppliers’ marketing program variables on industrial buyers’ relationship satisfaction and commitment. Journal of Business & Industrial Marketing, 17(7), 637-651.
Ahire, S. L., Golhar, D. Y., & Waller, M. A. (1996). Development and validation of TQM implementation constructs. Decision sciences, 27(1), 23-56.
Ahmad, N., Usman Awan, M., Raouf, A., & Sparks, L. (2009). Development of a service quality scale for pharmaceutical supply chains. International journal of pharmaceutical and healthcare marketing, 3(1), 26-45.
Anderson, J. C., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. the Journal of Marketing, 54(1), 42-58.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the academy of marketing science, 16(1), 74-94.
Bagozzi, R. P., Yi, Y., & Phillips, L. W. (1991). Assessing construct validity in organizational research. Administrative Science Quarterly, 36(3), 421-458.
Bienstock, C. C., Mentzer, J. T., & Bird, M. M. (1997). Measuring physical distribution service quality. Journal of the Academy of Marketing Science, 25(1), 31.
Bollen, K. A., & Ting, K. F. (1993). Confirmatory tetrad analysis. Sociological Methodology, 23, 147-175.
Bookbinder, J. H., & Lynch, M. E. (1997). Customer service in physical distribution: A utility-function approach. International Journal of Physical Distribution & Logistics Management, 27(9/10), 540-558.
Bowersox, D. J., Closs, D. J., & Stank, T. P. (1999). 21st century logistics: making supply chain integration a reality.
Bryne, B. M. (1994). Structural equation modeling with EQS and EQS/Windows. Thousand Oaks, Califomia: Sage Publications.
Bucklin, L. P., & Sengupta, S. (1993). Organizing successful co-marketing alliances. The Journal of Marketing, 57(2), 32-46.
Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), 8-32.
Carr, C. L. (2007). The FAIRSERV model: Consumer reactions to services based on a multidimensional evaluation of service fairness. Decision Sciences, 38(1), 107-130.
Cavusgil, S. T., Deligonul, S., & Zhang, C. (2004). Curbing foreign distributor opportunism: An examination of trust, contracts, and the legal environment in international channel relationships. Journal of International Marketing, 12(2), 7-27.
Cavusgil, S. T., Yeoh, P. L., & Mitri, M. (1995). Selecting foreign distributors: An expert systems approach. Industrial Marketing Management, 24(4), 297-304.
Chin, W. W., Marcolin, B. L., & Newsted, P. R. (2003). A partial least squares latent variable modeling approach for measuring interaction effects: Results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study. Information Systems Research, 14(2), 189-217.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 56(3), 55-68.
Cunningham, L. F., Young, C. E., & Lee, M. (2002). Cross-cultural perspectives of service quality and risk in air transportation.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139-173.
Dahistrom, R., McNeilly, K. M., & Speh, T. W. (1996). Buyer-seller relationships in the procurement of logistical services. Journal of the Academy of Marketing Science, 24(2), 110-124.
Das, C., & Tyagi, R. (1994). Wholesaler: a decision support system for wholesale procurement and distribution. International Journal of Physical Distribution & Logistics Management, 24(10), 4-12.
Devinder, K., & Datta, B. (2003). A study of the effect of perceived lecture quality on post-lecture intentions. Work Study, 52(5), 234-243.
Dwyer, F. R. (1980). Channel-Member Satisfaction-Laboratory Insights. Journal of Retailing, 56(2), 45-65.
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. The Journal of marketing, 51(2), 11-27.
Emerson, C. J., & Grimm, C. M. (1996). Logistics and marketing components of customer service: an empirical test of the Mentzer, Gomes and Krapfel model. International Journal of Physical Distribution & Logistics Management, 26(8), 29-42.
Erengüç, Ş. S., Simpson, N. C., & Vakharia, A. J. (1999). Integrated production/distribution planning in supply chains: An invited review. European Journal of Operational Research, 115(2), 219-236.
Erol, I., & Ferrell Jr, W. G. (2004). A methodology to support decision making across the supply chain of an industrial distributor. International Journal of Production Economics, 89(2), 119-129.
Farquhar, P. H. (1984). State of the art—utility assessment methods. Management Science, 30(11), 1283-1300.
Finn, D. W. (1991). An evaluation of the SERVQUAL scales in a retailing setting. ACR North American Advances.
Flynn, B. B., Sakakibara, S., Schroeder, R. G., Bates, K. A., & Flynn, E. J. (1990). Empirical research methods in operations management. Journal of Operations Management, 9(2), 250-284.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Forza, C. (2016). Surveys. In Research Methods for Operations Management (pp. 95-180). Routledge.
Frazier, G. L. (1983). On the measurement of interfirm power in channels of distribution. Journal of Marketing research, 20(2), 158-166.
Gaski, J. F. (1984). The theory of power and conflict in channels of distribution. the Journal of Marketing, 48(3), 9-29.
Ghosh, A. K., Joseph, W. B., Gardner, J. T., & Thach, S. V. (1997). Antecedents, outcomes, and moderating influences on industrial distributors’ satisfaction with supplier relationships. Journal of Marketing: Theory and Practice, 5(4), 58-67.
Goodman, L. E., & Dion, P. A. (2001). The determinants of commitment in the distributor–manufacturer relationship. Industrial Marketing Management, 30(3), 287-300.
Grönroos, C. (1990). Service management and marketing: Managing the moments of truth in service competition. Jossey-Bass.
Gundlach, G. T., Achrol, R. S., & Mentzer, J. T. (1995). The structure of commitment in exchange. the Journal of Marketing, 59(1), 78-92.
Gupta, T. K., & Singh, V. (2015). A systematic approach to evaluate supply chain management environment index using graph theoretic approach. International Journal of Logistics Systems and Management, 21(1), 1-45.
Hair Jr, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2010). SEM: An introduction. Multivariate data analysis: A global perspective, 629-686.
Hunt, I., & Jones, R. (1998). Winning new product business in the contract electronics industry. International Journal of Operations & Production Management, 18(2), 130-142.
Jafarinezhad, S., Zangeneh, G., & Naami, A. (2016). The effect of customer segmentation factors on export performance of SMEs. Uncertain Supply Chain Management, 4(1), 77-82.
Joseph, W. B., Gardner, J. T., Thach, S., & Vernon, F. (1995). How industrial distributors view distributor-supplier partnership arrangements. Industrial Marketing Management, 24(1), 27-36.
Kalafatis, S. P. (2002). Buyer–seller relationships along channels of distribution. Industrial Marketing Management, 31(3), 215-228.
Kang, H., & Bradley, G. (2002). Measuring the performance of IT services: An assessment of SERVQUAL. International Journal of Accounting Information Systems, 3(3), 151-164.
Kumar, A., & Sharman, G. (1992). We love your product, but where is it?. Sloan Management Review, 33(2), 93.
Lambert, D. M., Emmelhainz, M. A., & Gardner, J. T. (1999). Building successful logistics partnerships. Journal of Business Logistics, 20(1), 165.
Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14(3), 217-231.
Li, L., & Lee, Y. S. (1994). Pricing and delivery-time performance in a competitive environment. Management Science, 40(5), 633-646.
Ma, H. Z., & Deng, Z. Q. (2002). Architecture of methodology for distribution chain design. In Proceedings of International Conference on e-Business (ICEB2002).
Ma, H., Deng, Z., & Deng Solvang, W. (2004). An online approach for distributor benchmarking. Benchmarking: An International Journal, 11(4), 385-402.
MacDuffie, J. P., & Helper, S. (1997). Creating lean suppliers: diffusing lean production through the supply chain. California Management Review, 39(4), 118-151.
Mentzer, J. T., Gomes, R., & Krapfel Jr, R. E. (1989). Physical distribution service: a fundamental marketing concept?. Journal of the Academy of Marketing Science, 17(1), 53-62.
Merritt, N. J., & Newell, S. J. (2001). The extent and formality of sales agency evaluations of principals. Industrial Marketing Management, 30(1), 37-49.
Michie, D. A., & Sibley, S. D. (1985). Channel member satisfaction: controversy resolved. Journal of the Academy of Marketing Science, 13(1-2), 188-205.
Min, H., & Melachrinoudis, E. (1999). The relocation of a hybrid manufacturing/distribution facility from supply chain perspectives: a case study. Omega, 27(1), 75-85.
Morgan, D. (Ed.). (1993). Successful focus groups: Advancing the state of the art (Vol. 156). Sage Publications.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. The Journal of Marketing, 58(3), 20-38.
Morris, M., & Carter, C. R. (2005). Relationship marketing and supplier logistics performance: An extension of the key mediating variables model. Journal of Supply Chain Management, 41(4), 32-43.
Mudambi, S., & Aggarwal, R. (2003). Industrial distributors: can they survive in the new economy?. Industrial Marketing Management, 32(4), 317-325.
Nadali, S., Zarifi, S., & Shirsavar, H. (2017). Identifying and ranking the supply chain management factors influencing the quality of the products. Uncertain Supply Chain Management, 5(1), 43-50.
Narus, J. A., & Anderson, J. C. (1986). Turn your industrial distributors into partners. Marketing Management and Strategy: A Reader, 64, 66-71.
Narus, J. A., & Anderson, J. C. (1988). Strengthen distributor performance through channel positioning. MIT Sloan Management Review, 29(2), 31.
Nunnally, J. C., & Bernstein, I. H. (1978). Psychometric theory.
Ozment, J., & Chard, D. N. (1986). Effects of customer service on sales: An analysis of historical data. International Journal of Physical Distribution & Materials Management, 16(3), 14-28.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perception of service quality, Journal of Retailing, 64(1), 12.
Parmata, U. M. D. (2016). Measuring service quality in pharmaceutical supply chain–distributor’s perspective. International Journal of Pharmaceutical and Healthcare Marketing, 10(3), 258-284.
Patterson, P. G., Johnson, L. W., & Spreng, R. A. (1996). Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science, 25(1), 4-17.
Perreault, W. D., & Russ, F. A. (1976). Quantifying marketing trade–offs in physical distribution policy decisions. Decision Sciences, 7(2), 186-201.
Pisharodi, M. R., & Langley, C. J. (1991). Interset association between measures of customer service and market response. International Journal of Physical Distribution & Logistics Management, 21(2), 32-44.
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS Quarterly, 19(2), 173-187.
Prakash, G. (2011). Service quality in supply chain: empirical evidence from Indian automotive industry. Supply Chain Management: An International Journal, 16(5), 362-378.
Robson, C. (2002). Real world research. 3. uppl.
Saunders, M., Lewis, P., & Thornhill, A. (2009). Understanding research philosophies and approaches. Research Methods for Business Students, 4, 106-135.
Schellhase, R., Hardock, P., & Ohlwein, M. (2000). Customer satisfaction in business-to-business marketing: The case of retail organizations and their suppliers. The Journal of Business and Industrial Marketing, 15(2-3), 106-121.
Seth, N., Deshmukh, S. G., & Vrat, P. (2006). A framework for measurement of quality of service in supply chains. Supply Chain Management: An International Journal, 11(1), 82-94.
Shipley, D., & Jobber, D. (1994). Size Effects on Sales Mangement Practices of Small Firms: A Study of Industrial Distributors. Journal of Personal Selling & Sales Management, 14(1), 31-43.
Simpson, P. M., Siguaw, J. A., & White, S. C. (2002). Measuring the performance of suppliers: an analysis of evaluation processes. Journal of Supply Chain Management, 38(4), 29-41.
Sink, H. L., & Langley Jr, C. J. (1997). A managerial framework for the acquisition of third-party logistics services. Journal of business logistics, 18(2), 163.
Siu, N. Y., & Tak-Hing Cheung, J. (2001). A measure of retail service quality. Marketing Intelligence & Planning, 19(2), 88-96.
Smith, P. M., Ross, E. S., & Smith, T. (1997). A case study of distributor-supplier business relationships. Journal of Business Research, 39(1), 39-44.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). Determinants of customer-perceived service quality: a confirmatory factor analysis approach. Journal of Services Marketing, 16(1), 9-34.
Tanaka, J. S. (1987). How big is big enough?: Sample size and goodness of fit in structural equation models with latent variables. Child Development, 58(1), 134-146.
Trochim, W. M. (2007). Research methods, Biztantra, New Delhi.
Wilkinson, I. (1981). Power, conflict, and satisfaction in distribution channels—an empirical study. International Journal of Physical Distribution & Materials Management, 11(7), 20-30.
Zhao, X., Bai, C., & Hui, Y. V. (2002). An empirical assessment and application of SERVQUAL in a mainland Chinese department store. Total Quality Management, 13(2), 241-254.
Abdul-Muhmin, A. G. (2002). Effects of suppliers’ marketing program variables on industrial buyers’ relationship satisfaction and commitment. Journal of Business & Industrial Marketing, 17(7), 637-651.
Ahire, S. L., Golhar, D. Y., & Waller, M. A. (1996). Development and validation of TQM implementation constructs. Decision sciences, 27(1), 23-56.
Ahmad, N., Usman Awan, M., Raouf, A., & Sparks, L. (2009). Development of a service quality scale for pharmaceutical supply chains. International journal of pharmaceutical and healthcare marketing, 3(1), 26-45.
Anderson, J. C., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. the Journal of Marketing, 54(1), 42-58.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the academy of marketing science, 16(1), 74-94.
Bagozzi, R. P., Yi, Y., & Phillips, L. W. (1991). Assessing construct validity in organizational research. Administrative Science Quarterly, 36(3), 421-458.
Bienstock, C. C., Mentzer, J. T., & Bird, M. M. (1997). Measuring physical distribution service quality. Journal of the Academy of Marketing Science, 25(1), 31.
Bollen, K. A., & Ting, K. F. (1993). Confirmatory tetrad analysis. Sociological Methodology, 23, 147-175.
Bookbinder, J. H., & Lynch, M. E. (1997). Customer service in physical distribution: A utility-function approach. International Journal of Physical Distribution & Logistics Management, 27(9/10), 540-558.
Bowersox, D. J., Closs, D. J., & Stank, T. P. (1999). 21st century logistics: making supply chain integration a reality.
Bryne, B. M. (1994). Structural equation modeling with EQS and EQS/Windows. Thousand Oaks, Califomia: Sage Publications.
Bucklin, L. P., & Sengupta, S. (1993). Organizing successful co-marketing alliances. The Journal of Marketing, 57(2), 32-46.
Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), 8-32.
Carr, C. L. (2007). The FAIRSERV model: Consumer reactions to services based on a multidimensional evaluation of service fairness. Decision Sciences, 38(1), 107-130.
Cavusgil, S. T., Deligonul, S., & Zhang, C. (2004). Curbing foreign distributor opportunism: An examination of trust, contracts, and the legal environment in international channel relationships. Journal of International Marketing, 12(2), 7-27.
Cavusgil, S. T., Yeoh, P. L., & Mitri, M. (1995). Selecting foreign distributors: An expert systems approach. Industrial Marketing Management, 24(4), 297-304.
Chin, W. W., Marcolin, B. L., & Newsted, P. R. (2003). A partial least squares latent variable modeling approach for measuring interaction effects: Results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study. Information Systems Research, 14(2), 189-217.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 56(3), 55-68.
Cunningham, L. F., Young, C. E., & Lee, M. (2002). Cross-cultural perspectives of service quality and risk in air transportation.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139-173.
Dahistrom, R., McNeilly, K. M., & Speh, T. W. (1996). Buyer-seller relationships in the procurement of logistical services. Journal of the Academy of Marketing Science, 24(2), 110-124.
Das, C., & Tyagi, R. (1994). Wholesaler: a decision support system for wholesale procurement and distribution. International Journal of Physical Distribution & Logistics Management, 24(10), 4-12.
Devinder, K., & Datta, B. (2003). A study of the effect of perceived lecture quality on post-lecture intentions. Work Study, 52(5), 234-243.
Dwyer, F. R. (1980). Channel-Member Satisfaction-Laboratory Insights. Journal of Retailing, 56(2), 45-65.
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. The Journal of marketing, 51(2), 11-27.
Emerson, C. J., & Grimm, C. M. (1996). Logistics and marketing components of customer service: an empirical test of the Mentzer, Gomes and Krapfel model. International Journal of Physical Distribution & Logistics Management, 26(8), 29-42.
Erengüç, Ş. S., Simpson, N. C., & Vakharia, A. J. (1999). Integrated production/distribution planning in supply chains: An invited review. European Journal of Operational Research, 115(2), 219-236.
Erol, I., & Ferrell Jr, W. G. (2004). A methodology to support decision making across the supply chain of an industrial distributor. International Journal of Production Economics, 89(2), 119-129.
Farquhar, P. H. (1984). State of the art—utility assessment methods. Management Science, 30(11), 1283-1300.
Finn, D. W. (1991). An evaluation of the SERVQUAL scales in a retailing setting. ACR North American Advances.
Flynn, B. B., Sakakibara, S., Schroeder, R. G., Bates, K. A., & Flynn, E. J. (1990). Empirical research methods in operations management. Journal of Operations Management, 9(2), 250-284.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Forza, C. (2016). Surveys. In Research Methods for Operations Management (pp. 95-180). Routledge.
Frazier, G. L. (1983). On the measurement of interfirm power in channels of distribution. Journal of Marketing research, 20(2), 158-166.
Gaski, J. F. (1984). The theory of power and conflict in channels of distribution. the Journal of Marketing, 48(3), 9-29.
Ghosh, A. K., Joseph, W. B., Gardner, J. T., & Thach, S. V. (1997). Antecedents, outcomes, and moderating influences on industrial distributors’ satisfaction with supplier relationships. Journal of Marketing: Theory and Practice, 5(4), 58-67.
Goodman, L. E., & Dion, P. A. (2001). The determinants of commitment in the distributor–manufacturer relationship. Industrial Marketing Management, 30(3), 287-300.
Grönroos, C. (1990). Service management and marketing: Managing the moments of truth in service competition. Jossey-Bass.
Gundlach, G. T., Achrol, R. S., & Mentzer, J. T. (1995). The structure of commitment in exchange. the Journal of Marketing, 59(1), 78-92.
Gupta, T. K., & Singh, V. (2015). A systematic approach to evaluate supply chain management environment index using graph theoretic approach. International Journal of Logistics Systems and Management, 21(1), 1-45.
Hair Jr, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2010). SEM: An introduction. Multivariate data analysis: A global perspective, 629-686.
Hunt, I., & Jones, R. (1998). Winning new product business in the contract electronics industry. International Journal of Operations & Production Management, 18(2), 130-142.
Jafarinezhad, S., Zangeneh, G., & Naami, A. (2016). The effect of customer segmentation factors on export performance of SMEs. Uncertain Supply Chain Management, 4(1), 77-82.
Joseph, W. B., Gardner, J. T., Thach, S., & Vernon, F. (1995). How industrial distributors view distributor-supplier partnership arrangements. Industrial Marketing Management, 24(1), 27-36.
Kalafatis, S. P. (2002). Buyer–seller relationships along channels of distribution. Industrial Marketing Management, 31(3), 215-228.
Kang, H., & Bradley, G. (2002). Measuring the performance of IT services: An assessment of SERVQUAL. International Journal of Accounting Information Systems, 3(3), 151-164.
Kumar, A., & Sharman, G. (1992). We love your product, but where is it?. Sloan Management Review, 33(2), 93.
Lambert, D. M., Emmelhainz, M. A., & Gardner, J. T. (1999). Building successful logistics partnerships. Journal of Business Logistics, 20(1), 165.
Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14(3), 217-231.
Li, L., & Lee, Y. S. (1994). Pricing and delivery-time performance in a competitive environment. Management Science, 40(5), 633-646.
Ma, H. Z., & Deng, Z. Q. (2002). Architecture of methodology for distribution chain design. In Proceedings of International Conference on e-Business (ICEB2002).
Ma, H., Deng, Z., & Deng Solvang, W. (2004). An online approach for distributor benchmarking. Benchmarking: An International Journal, 11(4), 385-402.
MacDuffie, J. P., & Helper, S. (1997). Creating lean suppliers: diffusing lean production through the supply chain. California Management Review, 39(4), 118-151.
Mentzer, J. T., Gomes, R., & Krapfel Jr, R. E. (1989). Physical distribution service: a fundamental marketing concept?. Journal of the Academy of Marketing Science, 17(1), 53-62.
Merritt, N. J., & Newell, S. J. (2001). The extent and formality of sales agency evaluations of principals. Industrial Marketing Management, 30(1), 37-49.
Michie, D. A., & Sibley, S. D. (1985). Channel member satisfaction: controversy resolved. Journal of the Academy of Marketing Science, 13(1-2), 188-205.
Min, H., & Melachrinoudis, E. (1999). The relocation of a hybrid manufacturing/distribution facility from supply chain perspectives: a case study. Omega, 27(1), 75-85.
Morgan, D. (Ed.). (1993). Successful focus groups: Advancing the state of the art (Vol. 156). Sage Publications.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. The Journal of Marketing, 58(3), 20-38.
Morris, M., & Carter, C. R. (2005). Relationship marketing and supplier logistics performance: An extension of the key mediating variables model. Journal of Supply Chain Management, 41(4), 32-43.
Mudambi, S., & Aggarwal, R. (2003). Industrial distributors: can they survive in the new economy?. Industrial Marketing Management, 32(4), 317-325.
Nadali, S., Zarifi, S., & Shirsavar, H. (2017). Identifying and ranking the supply chain management factors influencing the quality of the products. Uncertain Supply Chain Management, 5(1), 43-50.
Narus, J. A., & Anderson, J. C. (1986). Turn your industrial distributors into partners. Marketing Management and Strategy: A Reader, 64, 66-71.
Narus, J. A., & Anderson, J. C. (1988). Strengthen distributor performance through channel positioning. MIT Sloan Management Review, 29(2), 31.
Nunnally, J. C., & Bernstein, I. H. (1978). Psychometric theory.
Ozment, J., & Chard, D. N. (1986). Effects of customer service on sales: An analysis of historical data. International Journal of Physical Distribution & Materials Management, 16(3), 14-28.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perception of service quality, Journal of Retailing, 64(1), 12.
Parmata, U. M. D. (2016). Measuring service quality in pharmaceutical supply chain–distributor’s perspective. International Journal of Pharmaceutical and Healthcare Marketing, 10(3), 258-284.
Patterson, P. G., Johnson, L. W., & Spreng, R. A. (1996). Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science, 25(1), 4-17.
Perreault, W. D., & Russ, F. A. (1976). Quantifying marketing trade–offs in physical distribution policy decisions. Decision Sciences, 7(2), 186-201.
Pisharodi, M. R., & Langley, C. J. (1991). Interset association between measures of customer service and market response. International Journal of Physical Distribution & Logistics Management, 21(2), 32-44.
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS Quarterly, 19(2), 173-187.
Prakash, G. (2011). Service quality in supply chain: empirical evidence from Indian automotive industry. Supply Chain Management: An International Journal, 16(5), 362-378.
Robson, C. (2002). Real world research. 3. uppl.
Saunders, M., Lewis, P., & Thornhill, A. (2009). Understanding research philosophies and approaches. Research Methods for Business Students, 4, 106-135.
Schellhase, R., Hardock, P., & Ohlwein, M. (2000). Customer satisfaction in business-to-business marketing: The case of retail organizations and their suppliers. The Journal of Business and Industrial Marketing, 15(2-3), 106-121.
Seth, N., Deshmukh, S. G., & Vrat, P. (2006). A framework for measurement of quality of service in supply chains. Supply Chain Management: An International Journal, 11(1), 82-94.
Shipley, D., & Jobber, D. (1994). Size Effects on Sales Mangement Practices of Small Firms: A Study of Industrial Distributors. Journal of Personal Selling & Sales Management, 14(1), 31-43.
Simpson, P. M., Siguaw, J. A., & White, S. C. (2002). Measuring the performance of suppliers: an analysis of evaluation processes. Journal of Supply Chain Management, 38(4), 29-41.
Sink, H. L., & Langley Jr, C. J. (1997). A managerial framework for the acquisition of third-party logistics services. Journal of business logistics, 18(2), 163.
Siu, N. Y., & Tak-Hing Cheung, J. (2001). A measure of retail service quality. Marketing Intelligence & Planning, 19(2), 88-96.
Smith, P. M., Ross, E. S., & Smith, T. (1997). A case study of distributor-supplier business relationships. Journal of Business Research, 39(1), 39-44.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). Determinants of customer-perceived service quality: a confirmatory factor analysis approach. Journal of Services Marketing, 16(1), 9-34.
Tanaka, J. S. (1987). How big is big enough?: Sample size and goodness of fit in structural equation models with latent variables. Child Development, 58(1), 134-146.
Trochim, W. M. (2007). Research methods, Biztantra, New Delhi.
Wilkinson, I. (1981). Power, conflict, and satisfaction in distribution channels—an empirical study. International Journal of Physical Distribution & Materials Management, 11(7), 20-30.
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