dc.contributor.author | Chu, Wujin | |
dc.contributor.author | Desai, Preyas S. | |
dc.date.accessioned | 2002-09-04T15:04:57Z | |
dc.date.available | 2002-09-04T15:04:57Z | |
dc.date.issued | 1995 | |
dc.identifier.uri | http://hdl.handle.net/1721.1/1617 | |
dc.description.abstract | 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. | en |
dc.format.extent | 2474945 bytes | |
dc.format.mimetype | application/pdf | |
dc.language.iso | en_US | |
dc.relation.ispartofseries | Marketing Science;Vol. 14, No. 4 | |
dc.subject | customer satisfaction index | en |
dc.subject | short-term orientation | en |
dc.subject | channel distribution | en |
dc.subject | CSI | en |
dc.subject | long-term orientation | en |
dc.subject | Game Theory | en |
dc.title | Channel Coordination Mechanisms for Customer Satisfaction | en |