Customer Satisfaction in Industrial Markets : Dimensional and Multiple Role Issues

It has been said that in industrial markets relationships are long-term oriented, enduring, and complex (Ford 1980; Hakansson, 1982; Hutt and Speh 1992; Turnbull and Wilson 1989). The relationships between buyers and sellers are often bilateral and the products need to be customized to the buyers´ needs. Therefore, the customer is no longer a passive buyer, but an active partner. Against this background, the satisfaction of the customer may play an important role in establishing, developing, and maintaining successful customer relationships in industrial markets. Clearly, the construct of customer satisfaction for industrial customers is of sufficient importance both theoretically and managerially to warrant more attention. In spite of the apparent importance of the concept, customer satisfaction in industrial markets remains a rather primitive concept. It is almost never conceptually defined, nor explicitly operationalized, when it is used. However, before customer satisfaction can play a positive role in its envisioned applications, it must be based on adequate conceptualization and suitable measurement methodologies, which, most researchers agree, are presently lacking. In contrast to most of the studies in this area, we focus on customer satisfaction for industrial firms, specifically customer satisfaction in customer-supplier relationships. Customer satisfaction in marketing channels, i.e., satisfaction of a dealer with the overall relationship with a manufacturer (see Gassenheimer, Sterling, and Robicheaux 1989; Ruekert and Churchill 1984; Schul, Little, and Pride 1985), thus is not considered in this paper. Our article makes several contributions: First and most important, our purpose is to develop a multiple-item measure of industrial customer satisfaction and assess its psychometric properties. Second, the influence of the identified dimensions of customer satisfaction on overall satisfaction is analyzed. Third, as buying decisions in industrial companies are usually not individual but group decisions (see, e.g., Haas 1989; Lilien and Wong 1984; Webster and Wind 1972a), we analyze differences in customer satisfaction between functional categories of the members of the buying center (referred to as "multiple role issues"). A buying center may be defined as an "informal, cross-sectional decision-unit, in which the primary objective is the acquisition, importation, and processing of purchasing-related information" (Spekman and Stern 1979, p. 56). The paper is organized as follows. In the first section we review the relevant literature. In the two sections to follow we describe the research method and the scale development and validation. After this multiple role issues are analyzed. Finally we discuss theoretical, methodological, and managerial implications and offer directions for future research

Customer Satisfaction in Industrial Markets : Dimensional and Multiple Role Issues

It has been said that in industrial markets relationships are long-term oriented, enduring, and complex (Ford 1980; Hakansson, 1982; Hutt and Speh 1992; Turnbull and Wilson 1989). The relationships between buyers and sellers are often bilateral and the products need to be customized to the buyers´ needs. Therefore, the customer is no longer a passive buyer, but an active partner. Against this background, the satisfaction of the customer may play an important role in establishing, developing, and maintaining successful customer relationships in industrial markets. Clearly, the construct of customer satisfaction for industrial customers is of sufficient importance both theoretically and managerially to warrant more attention. In spite of the apparent importance of the concept, customer satisfaction in industrial markets remains a rather primitive concept. It is almost never conceptually defined, nor explicitly operationalized, when it is used. However, before customer satisfaction can play a positive role in its envisioned applications, it must be based on adequate conceptualization and suitable measurement methodologies, which, most researchers agree, are presently lacking. In contrast to most of the studies in this area, we focus on customer satisfaction for industrial firms, specifically customer satisfaction in customer-supplier relationships. Customer satisfaction in marketing channels, i.e., satisfaction of a dealer with the overall relationship with a manufacturer (see Gassenheimer, Sterling, and Robicheaux 1989; Ruekert and Churchill 1984; Schul, Little, and Pride 1985), thus is not considered in this paper. Our article makes several contributions: First and most important, our purpose is to develop a multiple-item measure of industrial customer satisfaction and assess its psychometric properties. Second, the influence of the identified dimensions of customer satisfaction on overall satisfaction is analyzed. Third, as buying decisions in industrial companies are usually not individual but group decisions (see, e.g., Haas 1989; Lilien and Wong 1984; Webster and Wind 1972a), we analyze differences in customer satisfaction between functional categories of the members of the buying center (referred to as "multiple role issues"). A buying center may be defined as an "informal, cross-sectional decision-unit, in which the primary objective is the acquisition, importation, and processing of purchasing-related information" (Spekman and Stern 1979, p. 56). The paper is organized as follows. In the first section we review the relevant literature. In the two sections to follow we describe the research method and the scale development and validation. After this multiple role issues are analyzed. Finally we discuss theoretical, methodological, and managerial implications and offer directions for future research

Codebook and documentation of the panel study 'Labour Market and Social Security' (PASS) : Volume I: Introduction and overview. Wave 2 (2007/2008)

"The panel study 'Labour Market and Social Security' (PASS), established by the Institute for Employment Research (IAB), is a new dataset for labour market, welfare state and poverty research in Germany, creating a new empirical basis for the scientific community and for policy advice. This Datenreport provides an overview of the second survey wave, for which 12,487 individuals were interviewed in 8,429 households between December 2007 and July 2008. 10,114 individuals and 7,342 households were interviewed for the second time in the context of PASS. The spectrum of questions and the design of PASS are intended to close gaps in the existing stock of data. PASS has three main characteristics that extend analysis potential beyond that of the Federal Employment Agency's administrative data: 1. The panel takes the household context into account - including the situation before and after receipt of Unemployment Benefit II. 2. The panel is complete in that it covers all groups of persons and all employment biographies, not only people in dependent employment, unemployed people and those in need of assistance. The dataset also provides information on the status during phases of economic inactivity, self-employment or employment as civil servants. 3. The panel collects additional or significantly more detailed data on relevant characteristics such as attitudes, employment potential or job-search behaviour." (Author's abstract, IAB-Doku) ((en)) Additional Information Questionnaires of the second wave. Here you can find the German version. Further information about the panel study "Labour Market and Social Security".IAB-Haushaltspanel, Datengewinnung, Erhebungsmethode, Stichprobe, Panel - Methode, Datenaufbereitung

Vitamin B12 in Leber hereditary optic neuropathy mutation carriers: a prospective cohort study

Background Leber hereditary optic neuropathy (LHON) is the most common mitochondrial disorder, frequently resulting in acute or subacute severe bilateral central vision loss. Vitamin B12 deficiency is also a known cause of optic neuropathy through mitochondrial dysfunction. Here we evaluated the prevalence and clinical significance of vitamin B12 deficiency in a large cohort of LHON patients and asymptomatic mutation carriers from a tertiary referral center. Methods From the Munich LHON prospective cohort study, participants included all LHON patients and asymptomatic LHON mutation carriers, who were recruited between February 2014 and March 2020 and consented to participate. Neurological, general, and ophthalmological examinations were regularly performed, as were laboratory tests. Vitamin B12 deficiency was diagnosed if serum vitamin B12 was below 201 pg/mL, or if 201–339 pg/mL plus low serum holotranscobalamin or elevated serum methylmalonic acid or elevated total plasma homocysteine. Results We analyzed 244 subjects, including 147 symptomatic LHON patients (74% males) and 97 asymptomatic mutation carriers (31% males). Median age at study baseline was 34 years (range 5–82 years). The prevalence of vitamin B12 deficiency was higher for LHON mutation carriers than for the general population in all age categories. This was statistically significant for the LHON mutation carriers under 65 years (21% vs. 5–7%, p = 0.002). While vitamin B12 deficiency prevalence was not statistically different between LHON patients and asymptomatic mutation carriers, its clinical correlates, e.g., macrocytosis and polyneuropathy, were more frequent in the subgroup of LHON patients. Excessive alcohol consumption was a significant predictor of vitamin B12 deficiency (p < 0.05). Conclusions The high prevalence of vitamin B12 deficiency in LHON mutation carriers, both asymptomatic mutation carriers and LHON patients, highlights the need for regular vitamin B12 screening in this population, in order to ensure early treatment, aiming for better outcomes. Our study is not conclusive regarding vitamin B12 deficiency as determinant for disease conversion in LHON, and further research is warranted to disentangle the role of vitamin B12 in the pathophysiology and prognosis of LHON

Age‐dependent retinal neuroaxonal degeneration in children and adolescents with Leber hereditary optic neuropathy under idebenone therapy

Background The aim of this study was to investigate the neuroretinal structure of young patients with Leber hereditary optic neuropathy (LHON). Methods For this retrospective cross-sectional analysis, the peripapillary retinal nerve fiber layer (pRNFL) thickness and the macular retinal layer volumes were measured by optical coherence tomography. Patients aged 12 years or younger at disease onset were assigned to the childhood-onset (ChO) group and those aged 13–16 years to the early teenage-onset (eTO) group. All patients received treatment with idebenone. The same measurements were repeated in age-matched control groups with healthy subjects. Results The ChO group included 11 patients (21 eyes) and the eTO group 14 patients (27 eyes). Mean age at onset was 8.6 ± 2.7 years in the ChO group and 14.8 ± 1.0 years in the eTO group. Mean best-corrected visual acuity was 0.65 ± 0.52 logMAR in the ChO group and 1.60 ± 0. 51 logMAR in the eTO group (p < 0.001). Reduced pRNFL was evident in the eTO group compared to the ChO group (46.0 ± 12.7 μm vs. 56.0 ± 14.5 μm, p = 0.015). Additionally, a significantly lower combined ganglion cell and inner plexiform layer volume was found in the eTO compared to the ChO group (0.266 ± 0.0027 mm3 vs. 0.294 ± 0.033 mm3, p = 0.003). No difference in these parameters was evident between the age-matched control groups. Conclusion Less neuroaxonal tissue degeneration was observed in ChO LHON than in eTO LHON, a finding that may explain the better functional outcome of ChO LHON

Codebuch und Dokumentation des 'Panel Arbeitsmarkt und soziale Sicherung' (PASS) : Welle 2 (2007/2008)

"The panel study 'Labour Market and Social Security' (PASS), established by the Institute for Employment Research (IAB), is a new dataset for labour market, welfare state and poverty research in Germany, creating a new empirical basis for the scientific community and for policy advice. This "Datenreport" written in German provides an overview of the second survey wave, for which 12,487 individuals were interviewed in 8,429 households between December 2007 and July 2008. 10,114 individuals and 7,342 households were interviewed for the second time in the context of PASS. The spectrum of questions and the design of PASS are intended to close gaps in the existing stock of data. PASS has three main characteristics that extend analysis potential beyond that of the Federal Employment Agency's administrative data: 1. The panel takes the household context into account - including the situation before and after receipt of Unemployment Benefit II. 2. The panel is complete in that it covers all groups of persons and all employment biographies, not only people in dependent employment, unemployed people and those in need of assistance. The dataset also provides information on the status during phases of economic inactivity, self-employment or employment as civil servants. 3. The panel collects additional or significantly more detailed data on relevant characteristics such as attitudes, employment potential or job-search behaviour." (Author's abstract, IAB-Doku) ((en)) The english version of this "Datenreport" you can find here: http://fdz.iab.de/187/section.aspx/Publikation/k100607a04 Additional Information Hier finden Sie Band I des Datenreports: Einführung und Überblick Hier finden Sie Band II: Codebuch Haushaltsdatensatz Hier finden Sie Band III: Codebuch Personendatensatz Hier finden Sie Band IV: Codebuch Spelldaten, Registerdaten und Gewichte Fragebögen der 2. Welle Hier finden Sie die englische Version des Datenreports. Weitere Informationen zum Panel "Arbeitsmarkt und Soziale Sicherung".IAB-Haushaltspanel, Datengewinnung, Erhebungsmethode, Stichprobe, Panel - Methode, Datenaufbereitung

Protein phosphorylation and its role in archaeal signal transduction

Reversible protein phosphorylation is the main mechanism of signal transduction that enables cells to rapidly respond to environmental changes by controlling the functional properties of proteins in response to external stimuli. However, whereas signal transduction is well studied in Eukaryotes and Bacteria, the knowledge in Archaea is still rather scarce. Archaea are special with regard to protein phosphorylation, due to the fact that the two best studied phyla, the Euryarchaeota and Crenarchaeaota, seem to exhibit fundamental differences in regulatory systems. Euryarchaeota (e.g. halophiles, methanogens, thermophiles), like Bacteria and Eukaryotes, rely on bacterial-type two-component signal transduction systems (phosphorylation on His and Asp), as well as on the protein phosphorylation on Ser, Thr and Tyr by Hanks-type protein kinases. Instead, Crenarchaeota (e.g. acidophiles and (hyper)thermophiles) only depend on Hanks-type protein phosphorylation. In this review, the current knowledge of reversible protein phosphorylation in Archaea is presented. It combines results from identified phosphoproteins, biochemical characterization of protein kinases and protein phosphatases as well as target enzymes and first insights into archaeal signal transduction by biochemical, genetic and polyomic studie