The Demand for and the Supply of Distribution Services: A Basis for the Analysis of Customer Satisfaction in Retailing
Roger R. Betancourt, Monica Cortiñas, Margarita Elorz, and Jose Miguel Mugica ,
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Quantitative Marketing and Economics

This paper brings together two bodies of literature. One of them is a literature on the special role of the consumer in retailing. The other one is the literature on customer satisfaction. This joining of literatures is accomplished by identifying distribution services as outputs of retail firms and fixed inputs into the production functions of consumers and relaxing the standard assumption that the demand for these services is always equal to the supply of these services. The result is a new conceptual framework for the analysis of customer satisfaction in retailing.

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