Amanand, A., & Hopkinson, G. (2010). The changing structure of distribution channels in Pakistan. International Journal of Retail & Distribution Management, 38(5), 341 - 359.
2. Auler, D.P., & Teixeira, R. (2014). A Model to Guide Practitioners and Researchers into Business-to-Business Service Operations: a Systematic Literature Review and Content Analysis, XXXVIII Encontro da ANPAD, Rio
de Janeiro, 13 a 17 de setemdro de 2014.
3. Bazargan, A. (2010). Introduction to qualitative and mixed research methods, common approaches in behavioral sciences. Tehran, didar. (In persian)
4. Beniusiene, I., & Petukiene, E. (2012). The Indicators of Service Quality Measurement of Logistics Services. Socialiniai tyrimai /Social Research. 2(27), 62-70.
5. Bode, C., Lindemann, E., & Wagner, S.M. (2011). Driving Trucks and Driving Sales? The Impact of Delivery Personnel on Customer Purchase Behavior. Journal of Business Logistics, 32(1), 99–114.
6. Cahill, D.L., Goldsby, T.J., & Knemeyer, A.M. (2010). Customer loyalty in logistics outsourcing relationships: An examination of the moderating effects of conflict frequency.Journal of business logistics, 31(2), 253-277
7. Chen, Su. Me & Lai, Si. Jen. (2010). Distribution System, Loyalty & Performance. International Journal of retail & Distribution Management, 38(9), 30-54.
8. Ghare che, M., Rusta, A., Azizi, S., & Javidani, M. (2017). Brand Sales Strategies in F.M.C.G.’s Industry. Journal of Business Management, 16(31), 13-30. (In persian).
9. Giovanis, A.N., Tomaras, P., Zondiros, D. (2013). Suppliers Logistics Service Quality Performance and its Effect on Retailers’ Behavioral Intentions. The 2nd International Conference on Integrated Information, Procedia - Social and
Behavioral Sciences 73 (2013), 302 – 309.
10. Gounaris, S. (2005). Measuring service quality in b2b services: an evaluation of the SERVQUAL scale vis‐ à‐ vis the INDSERV scale. Journal of Services Marketing, 19(6), 421-435.
11. Grant, D., & Banomyong, R. (2010). Design of closed-loop supply chain and product recovery management for fast-moving consumer goods. Asia Pacific Journal of Marketing and Logistics, 22(2), 232 - 246.
12. Haghighi, M., Yazdanshenas, M., & Bastani Pur Moghaddam, J. (2015). The Role of Internal Marketing in Service Quality. Journal of Business Management, 13(20), 141-158. (In persian).
13. Hartwig, K., & Billert, M. S. (2018). Measuring Service Quality: A Systematic Literature Review. Twenty-Sixth European Conference on Information Systems (ECIS2018). Portsmouth, UK
Hogreve, J., Iseke, A., Derfuss, K., & Eller, T., (2017). The Service– ProfitChain: A Meta-Analytic Test of a Comprehensive Theoretical Framework. Journ al of Market ing, 81, 41– 61.
15. Hulthen, K. (2007). Economizing in differentiated distribution networks. European Business Review, 19(6), 508 - 523.
16. Hyder, S; & Ahmed, A. (2000). An integrative model for social marketing. Journal of Social Marketing, 1, 70-89.
17. Hyton. Peter (2005). The impact of logistics on retailing & physical distribution. International Journal of Retail & Distribution Management, 19, 91-120.
18. Jafar nejad, A. & Rahimi, H. (2010). Presenting a proposed combined model of servqual and network analysis for ranking of service providers, case study: Insurance providers under supervision of central insurance. Journal of
industrial management, (5), 1-26. (In Persian).
19. Janita, M.S., Miranda, F.J. (2013). EXPLORING SERVICE QUALITY DIMENSIONS IN B2B e-MARKETPLACES,J ournal of Electronic Commerce Research, VOL 14, NO 4: 363-386.
20. Karbasian, M., Seyed Shakeri, K. (2010). Customer satisfaction measurement with SERVQUAL method and ISO-10002 standard guidance. Journal of Quality Control, (39), 65-72. (In persian).
21. Karnstedt, A., & Winter, J. (2015). Defining and measuring service quality in a manufacturing company. Department of Technology Management and Economics Division of Quality Sciences Chalmers University of Technology.
22. Kaufman. Lorris (2006). Kiosks in retailing: the quiet revolution. International Journal of Retail and Distribution Management, 31, 56-70.
23. Kazazi, A., Dehghani, y. (2010). Optimal Model of Service Quality Assessment of the Post Office of the Islamic Republic of Iran. Journal of industrial management, (3), 31-59. (In persian)
24. Kilibarda, M., Zecˇevic´, S., Vidovic, M. (2012). Measuring the quality of logistic service as an element of the logistics provider offering. Total Quality Management, 23(12), 1345-1361.
25. Liao, K.H. (2012). Service Quality and Customer Satisfaction: Direct and Indirect Effects in a B2B Customer Loyalty Framework, The Journal of Global Business Management, Volume 8, Number 1, February 2012: 86-93.
26. Lorentz, H., Wong, Ch.Y., & Hilmola, O.-P. (2007). Emerging distribution systems in central and Eastern Europe. International Journal of Physical Distribution & Logistics Management, 37(8), 670-679.
27. Makanyeza, C., & Mumiriki, D. (2016). Are all customers really the same? Comparing service quality and satisfaction between residential and business telecommunications customers. Independent Research Journal in the
Management Sciences, 16(1), 1-10.
Mallen, B. (2007). Selecting channels of distribution: a multi- stage process. International Journal of Physical Distribution & Logistics Management, 26, 79-119.
29. Mentzer, J.T., Flint, D.J. & Hult, G.T.M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65, 82-104.
30. Merritt, N.J., & Newell, S.J. (2001). The extent and formality of sales agency evaluations of principals. Industrial Marketing Management, 30(1), 37-49.
31. Noak, S. (2010). The network p aradigm and the marketing organization: Developing a new management agenda. European Journal of Marketing, 29, 20-25.
32. Nordin, F. (2007). Searching for the optimum product service distribution channel. Physical Distribution & Logistics Management, 35(8), 576 - 594.
33. Osman, Z., Mohamad, L., & Mohamad, R.K. (2015). An Empirical Study of Direct Relationship of Service Quality, Customer Satisfaction and Bank Image on Customer Loyalty in Malaysian Commercial Banking Industry. American
Journal of Economics, 5(2), 168-176.
34. Rosenbloom, B. (1999). Marketing Channels. The Dryden Press, 6th edition, pp. 688-700.
35. Sarlak, M.A., Akhundi, A., & Vazir Zanjani, H.R. (2010). Identification of service quality dimensions in the automotive leasing industry. Daneshvar
(Raftar) Management and Achivement Journal, 18(47), 81-96. (In persian) 36. Shami Zanjani, M., Mehregan, M.R., Manian, A., & Rahimian, H. (2011). A qualitative approach to examining knowledge sharing in Iran tax
administration reform program. Iranian Research Institute For Science and Technology, 27(1), 67-91. (In persian).
37. Strauss, A., & Corbin, J. (2014). Basics of Qualitative Research Grounded
Theory, Procedures & Techniques. Tehran, institute for humanities and
cultural studies. (In Persian)
38. Talluri, S., Narasimhan, R. (2003). Vendor evaluation with performance
variability: a max–min approach. European Journal of Operational Research,
146(3), 543-552.
39. Timo, I. (2016). Customer perceptions of service quality and image in pulp
and paper and power generation industry, Master’s Thesis, University of
Helsinki.
40. Tompkins, J., & Traendly, J. (2006). Supply Chain and Best Practices
41. Vlckova, V., Podskubkova, L. (2018). USTOMER SERVICE QUALITY IN
B2B MARKET FROM THE BUYER’S PERSPECTIVE, 10th International
Scientific Conference “Business and Management 2018”,
http://www.bm.vgtu.lt: 362-370.
42. Wright. Edward (2002). The three wheels of retailing: a theoretical note.
European Journal of Marketing, 7, 190-220.
Xing, Y., Grant, D. B., McKinnon, A.C., & Fernie, J. (2010). Physical
distribution service quality in online retailing. International Journal of
Physical Distribution and Logistics Management, 40(5), 415-432.
44. Xing, Y., & Grant, D.B. (2006). Developing a framework for measuring
physical distribution service quality of multi-channel and pure player internet
retailers. International Journal of Retail and Distribution Management, 34,
278-289.
45. Yarimoglu, E.K. (2015). A Review of Service and E-Service Quality
Measurements: Previous Literature and Extension. Journal of Economic and
Social Studies, 5(1), 169-200
)