Driving Trucks and Driving Sales? The Impact of Delivery Personnel on Customer Purchase Behavior

The objective of this study was to investigate how and under what conditions delivery persons, specifically truck drivers of a supplier firm, affect customers’ purchase behavior in industrial customer–supplier relationships. Drawing on quality of service and customer contact literature, the authors test a proposed theoretical model that suggests a positive direct effect of personal contact quality (provided by a delivery person) on sales as well as three situational constraints that determine the occurrence and strength of the direct effect.

• Record URL:
  • http://onlinelibrary.wiley.com/doi/10.1111/j.2158-1592.2011.01009.x/full
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/oclc/4304746
• Authors:
  • Bode, Christoph
  • Lindemann, Eckhard
  • Wagner, Stephan M
• Publication Date: 2011-3

Language

• English

Media Info

• Media Type: Print
• Features: Figures; References; Tables;
• Pagination: pp 99-114
• Serial:
  • Journal of Business Logistics
  • Volume: 32
  • Issue Number: 1
  • Publisher: Wiley-Blackwell Publishers Limited
  • ISSN: 0197-6729
  • EISSN: 2158-1592
  • Serial URL: http://onlinelibrary.wiley.com/journal/10.1002/(ISSN)2158-1592

Subject/Index Terms

• TRT Terms: Customers; Delivery service; Logistics; Purchasing; Quality of service; Sales; Suppliers; Supply chain management; Truck drivers
• Subject Areas: Freight Transportation; Highways; I70: Traffic and Transport;

Filing Info

• Accession Number: 01345369
• Record Type: Publication
• Files: TRIS
• Created Date: Jul 21 2011 10:08AM