With the great research emphasis on satisfaction and loyalty [10,11-13,15,16,18,19-25,32]
an appropriate question could be how these measures relate to actual sales. With the increasing availability of scanning data an issue for future research could be to validate the measurements of attitudes by relating them to market performance, such as market share. A parallel research issue could relate perceived product profitability to actual product profitability.
An observation in the study is the differences in assessments between suppliers. There are indications that the large suppliers tend to be better assessed than the small ones. This raises the question whether systematic differences in the perception of performance of small and large companies exist. If so, what are the causes? Are the causes a better reputation [49], or are they caused by halo-effects created by being perceived as competent in one field, carrying over to being perceived as competent in other fields? Does product importance [30]
have an impact on satisfaction and loyalty, or is th; explanation that large companies simplyare better than small ones, due to better recruitment of personnel, better training, organization and so forth? A continuing research effort in this and other areas suggested herein would make contributions to both validating the results from research in relationship formation between suppliers and distributors and to giving a fuller understanding of the factors leading to a long-term relationship.
Conclusion
A conclusion that could be drawn upon the results of this study is that retailer satisfaction and loyalty is affected differently by the components of the supplier's marketing mix. Thus, satisfaction and loyalty within a working relationship of supplier and retailer seems to be concepts with a different content. The results indicate that satisfaction mainly is affected by the salesforce of the suppliers through interpersonal relations, communication, co-operativeness and promotional activities in the outlets. Satisfied customers may not be sufficient to create loyal customers. While satisfaction is one determinant of loyalty, loyalty also is affected by determinants signalling dependency, sources of power and stakes in the relationships. Examples are quality products, strong brands, a unique product line, product profitability, and a professional salesforce.
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