Abstract

This study investigates the satisfaction-sources of power model of channel member behavior within an industrial channel of distribution. Specifically, the study sought to explain the controversy and inconsistencies found in previous empirical tests of the satisfaction-sources of power model. The results support previous findings that channel member satisfaction is directly related to noncoercive sources of power, and inversely related to coercive sources of power. For the first time franchisors are told what sources of power to manage to increase franchisee satisfaction. And finally, no support was found for French and Raven's classificational scheme for sources of power.

Author : Md. Hossen Miazee; Md Mostafizur Rahman; [2011] Keywords : ; Abstract : In twentieth century we have witnessed an extensive growth of internet based services, from small merchant to multi-organizations that are developing online services. Online delivery channel performing the e-service quality is the prime challenging concern that is the significant for customer satisfaction and their purchasing decision In the consumer marketing community, customer loyalty has long been regarded as an important goal (Reichheld & Schefter, 2000). Both marketing academics and professionals have attempted to uncover the most prominent antecedents of customer loyalty. Numerous studies have pointed out that two of the more effective means of generating customer loyalty are to delight customers (Lee, Lee,& Feick, 2001; Oliver, 1999) and to deliver superior value derived from excellent services and quality products (Parasuraman & Grewal, 2000). In addition, some scholars argue that switching costs, as a key moderating variable, can significantly influence customer loyalty through such determinants as customer satisfaction (Fornell, 1992; Lee et al., 2001; Oliver, 1999) and perceived value (Neal, 1999;Woodruff, 1997).