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Briggs, E., & Grisaffe, D. (2010, February). Service performance – loyalty intentions link in a business-to-business context: The role of relational exchange outcomes and customer characteristics. Journal of Service Research, 13(1), 37–51.

In Chapter 2 we look at various aspects of organizational buying behaviour and the consequences of these for the business-to-business marketer. This article examines the third-party logistics sector to develop understanding of how buyer and industry-specific features contribute (alongside performance) to continued relationships. The article might equally be used to extend understanding and to illustrate some of the areas covered in Chapter 3.