Service Quality, Product Quality and Service Recovery as Antecedents of Client Satisfaction in a Business-to-Business Context: An Empirical Study

Abstract

The advent of Relationship Marketing and the increasing competition characterizing the markets of the last 30 years placed the conceptualization and measurement of the quality and satisfaction variables in the center of modern marketing theory and practice as principal indicators of marketing performance (Babin and Griffin 1998; Walker 1995; Jones and Suh 2000). During the last years, we were pilot of an increasing process of globalization in the world. Thus, we see that the traditional definitions of markets and competition according to a regional or local prospect were exceeded. In addition, in reaction, to some extent, with this context much more competitive, the companies choose the development of products and services of the services of a higher quality, in response to the increasing requests of the increasingly demanding customers (Parasuraman, 1998).