The Role Of Customer Service In Buyer-Seller Relationshops: Evidence From The Industrial Gases Market

In this paper the authors bring together some of the key literature on customer services, encompassing: early, seminal, research in industrial markets; the contribution of the IMP Group; and developments in services marketing related to service quality. This is followed by presentation of a qualitative investigation in the market for industrial gases. Findings are presented from interviews with buyers, with particular emphasis on aspects of customer service which influence choice of supplier. Elements of customer service were categorised as 'reliablity' services,' convenience services' and 'interaction services'; and were seen to play a significant role in developing and maintaining buyer-seller relationships