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Using the elaboration likelihood model to guide customer service‐based segmentation

James A. Eckert (Michigan State University, East Lansing, Michigan, USA)
Thomas J. Goldsby (Michigan State University, East Lansing, Michigan, USA)

International Journal of Physical Distribution & Logistics Management

ISSN: 0960-0035

Article publication date: 1 December 1997

4242

Abstract

Conceptualizes a model of customer service‐based segmentation derived from the elaboration likelihood model (ELM). Logistics organizations are utilizing improved customer service to achieve competitive advantage. However, these firms must segment customers to avoid escalating their service platform to those unlikely to provide adequate return. Based on ELM‐established relationships, proposes the following model: buying firms that demonstrate a high level of involvement with a product offering and show high organizational visioning are more likely to give ample consideration to the service improvements in their purchase decisions. In turn, these customers’ commitment to that product offering will be persistent and resistant to change ‐ leading to improved buyer loyalty.

Keywords

Citation

Eckert, J.A. and Goldsby, T.J. (1997), "Using the elaboration likelihood model to guide customer service‐based segmentation", International Journal of Physical Distribution & Logistics Management, Vol. 27 No. 9/10, pp. 600-615. https://doi.org/10.1108/09600039710188657

Publisher

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MCB UP Ltd

Copyright © 1997, MCB UP Limited

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