Dissertations / Theses on the topic 'Sales services'
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Chen, Yi Xin. "Customer concentration and sales smoothing." Thesis, University of Macau, 2018. http://umaclib3.umac.mo/record=b3959239.
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Goehring, Daniel Lynn. "A quest for sales." CSUSB ScholarWorks, 2001. https://scholarworks.lib.csusb.edu/etd-project/1996.
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This paper is to evaluate the sales program at Arrowhead Credit Union, and make recommendations for enhancing and improving it. This paper provide guidance and direction to assist the Arrowhead Credit Unions transition to a sales focused organization.
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Andersson, Karolina. "Swedish pharmaceutical benefit reforms : analyses of implementation, pharmaceutical sales patterns and expenditures /." Göteborg : Department of Public Health and Community Medicine, The Sahlgrenska Academy at Göteborg University, 2006. http://hdl.handle.net/2077/724.
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Li, Po-Chien. "Effects of sales force control systems on salesperson job outcomes : a psychological climate and contingency perspective /." free to MU campus, to others for purchase, 1999. http://wwwlib.umi.com/cr/mo/fullcit?p9946274.
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Winkler, Sven. "After-sales-Feedback mit Kundenkonferenzen : methodische Grundlagen und praktische Anwendung /." Wiesbaden : Dt. Univ.-Verl. [u.a.], 2001. http://www.gbv.de/du/services/toc/bs/32956353x.
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Ulrich, Dennis L. "Broadcast communications sales/marketing degree evaluation and proposal for Lehigh Carbon Community College." Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1996. http://www.kutztown.edu/library/services/remote_access.asp.
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Arnold, Todd J. "Antecedents and consequences of the distributive fairness : an examination of salesperson judgments of fairness /." free to MU campus, to others for purchase, 2001. http://wwwlib.umi.com/cr/mo/fullcit?p3025596.
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Terry, Siera Santos. "Sales to Service: How businesses can incorporate service attributes to drive customer retention." Kent State University / OhioLINK, 2020. http://rave.ohiolink.edu/etdc/view?acc_num=kent1586985932615731.
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Müller, Sabine, Veronika Safarova, and Michelle Villavicencio. "Analysing the Communication Gap in a Business-to-Business Setting : A Qualitative Study of Alpha Inc. Sweden and its After Sales Service." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-25335.
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Fragoeiro, Margarida Maria Monteiro. "Construção de um dashboard para gestão de reclamações." Master's thesis, Instituto Superior de Economia e Gestão, 2018. http://hdl.handle.net/10400.5/17630.
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Mestrado em Métodos Quantitativos para a Decisão Económica e EmpresarialO presente relatório do trabalho final de mestrado tem como objetivo descrever o trabalho realizado na Worten, empresa do grupo SONAE responsável pelo retalho de eletrónica. O projeto foi desenvolvido no departamento de serviços e pós-venda, com foco especial na área da pós-venda e nos processos de reparação de equipamentos. Com o foco das empresas direcionado para o cliente e para os seus desejos e necessidades, a satisfação deste está cada vez mais em primeiro plano. Com isto em mente, percebeu-se que monitorizar o estado de satisfação dos clientes perante os processos de reparação era cada vez mais uma necessidade imperativa e urgente. O projeto consistiu precisamente na construção de um painel de gestão, em excel, que contivesse os indicadores necessários à monitorização das taxas de reclamação efetuadas pelos clientes, relativas aos processos de reparação dos seus artigos. O objetivo deste dashboard é permitir aos gestores analisar a evolução das taxas de reclamação de todos os intervenientes dos processos e terem uma visão detalhada do seu comportamento, de modo a poderem atuar diretamente no foco do problema e melhorar a experiência do cliente durante o processo de reparação.
This Master's Final Work report aims at describing a project developed at Worten, firm of group Sonae, that is responsible for the electronical retail of the group. This project was developed on the Services & After Sales department, with special emphasis on the after sales and on the equipment's repair processes. Companies' focus is becoming more and more consumer oriented, with businesses putting costumer needs and desires in first place. Monitoring customer satisfaction is becoming increasingly important, and monitoring satisfaction towards repair processes is proven to be an imperative and urgent need. This project consisted in the construction of a management dashboard, in excel, containing the main indicators required to an efficient monitoring of the repairs complaint rate. The main objective of this work is to allow managers to analyze the evolution of the complaint rate of all the intervenient of the repair process and provide them with a detailed vision that helps the decision-making process focusing on the specific problem, therefore improving the repair process and, consequently, improving costumer experience.
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Carroll, C. "Jurisdiction to tax non-residents on income from e-commerce sales and services : a normative framework." Thesis, University of Cambridge, 2006. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.597311.
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The validity of permanent establishment (PE) as the decisive condition for source state jurisdiction for business profits depends on the practical and normative importance of an enterprise’s physical presence on foreign markets. E-commerce enterprises can operate in foreign markets without physical presence there. It is therefore necessary to assess alternatives to PE and to do so in accordance with appropriate normative and policy criteria. The historical context does not illuminate criteria because the PE rule is a product mainly of now obsolete economic and political conditions and the fiscal self-interest of capital exporting nations. Any normative principle of fiscal jurisdiction must explain power to tax and how to avoid overlapping powers to tax. Benefit theory does so best. Benefit theory supports source-based taxation of business profits generally and particularly provides that a country hosting a consumer market has jurisdiction for income of non-resident e-commerce enterprises that is attributable to the sales functions involved in e-commerce transactions. This requires a ‘virtual’ PE fiction in tax treaties. Neutrality and administrative considerations might militate against that in treaty relations between developed nations. However, inter-nation equity affects relations involving developing countries. ‘Inter-nation equity’ is an ethical concept of fairness requiring that allocation of taxing rights should benefit developing countries. Accordingly, as changes to the OECD Model have reduced source-based taxation of e-commerce compared to equivalent ‘traditional’ commerce and as most developing countries will remain ‘source’ countries vis-à-vis e-commerce, so the PE rule infringes inter-nation equity. Inter-nation equity overrides neutrality and administrative considerations. It is for developing nations to decide whether to tax e-commerce at source. Collection of revenue by the residence country followed by transfer of the revenue to source countries would best achieve that.
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Gothan, Alida. "A critical appraisal of the customer service and service quality in appliance sales departments in prominent South African retail stores." Pretoria : [s.n.], 2009. http://upetd.up.ac.za/thesis/available/etd-11122009-165630.
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Bäckström, Jonna, and Fredrik Lundberg. "Viktiga faktorer vid utveckling av affärsområdetservice : En kvalitativ fallstudie på ett svenskt tillverkande företag." Thesis, Högskolan Dalarna, Industriell ekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:du-28160.
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An increasing number of industrial manufacturing companies have made the transition to offer solutions, that include both its products and services for their customers rather than the products itself. Service is considered a lasting source of competitive advantage due to the difficulty to imitate by competitors. Today the field Service is a part of the aftermarket as companies traditionally offer them as a complement to their product. It is regarded to be difficult to manage, a necessary evil and despite investing a large amount of resources into it there are few that fully grasps its potential. Failing to manage the aftermarket and service is not only an economic risk, but it also risks worsening the relationship between the company and its customers. One reason the aftermarket is so difficult to manage is due to customers value services differently, thus complicate the definition of value. The different characteristics of products and services are contributing factors to why companies have difficulties to interpret and supply value to its customers. The concept of Servitization is the transformation that traditional manufacturing companies undergo to offer solutions of products and services. It is crucial that the companies understand the challenge they face. Moving away from the todays productoriented approach to instead take on a holistic perspective where service has an equal central role as the product is necessary, but often complicated. To begin this transformation, a first step is to develop a business plan for service alone, where the core is the company’s value offer. Previous research on what factors are crucial when developing a new business model within Servitization, as well what is valued by both companies and customers is lacking, therefore was this study conducted. The case study is conducted at a Swedish industrial manufacturing company, which manufactures complex products. The purpose is to examine what factors that are important, both internally and externally, when developing a business model for service. From this study three primary factors have been identified. The first is the necessity to separate services from other fields, to avoid the prejudice of a product-focused organization. Second, develop distinct packages of services to aid the company to demonstrate the value that services generate for its customers. The third is to regard the field of service as a part of its core market and not as an aftermarket.Allt fler industriellt tillverkande företag övergår till att erbjuda sina kunder helhetslösningar bestående av varor och tjänster, istället för enbart fysiska varor. Tjänster betraktas som en varaktig källa till konkurrensfördel, då de oftast är svåra att imitera. Service är en typ av tjänst som idag anses vara en del av eftermarknaden, då tillverkande företag traditionellt erbjuder det som komplement till deras produkt. Eftermarknaden betraktas ofta som ett nödvändigt ont, och trots att företag lägger stora resurser på området är det många som går miste om dess fördelar. De företag som inte lyckas manövrera området Service riskerar att gå miste om ekonomiska fördelar, samt att relationen mellan företag och kund riskerar att försämras. En anledning till att eftermarknaden är svår att hantera kan bero på att kunder värderar servicetjänster olika, vilket försvårar definitionen av värde för företaget. De karaktäristiska egenskaperna hos varor respektive tjänster kan vara en bidragande orsak till att företag har svårt att uppfatta, samt förmedla värde till kund. Begreppet Servitization syftar till förändringen som traditionellt tillverkande företag genomgår för att erbjuda lösningar bestående av produkter och tjänster. Företag som vill genomgå en förändring behöver en medvetenhet om den utmaning de står inför. Att frångå det produktcentrerade synsättet och inta ett helhetsperspektiv där service anses ha en lika central betydelse som produkterna är nödvändigt, men ofta inte helt okomplicerat. Ett första steg i förändringen är att utveckla en affärsmodell för området service, där det centrala är företagets värdeerbjudande. Forskning på vilka faktorer som är viktiga vid utformning av en affärsmodell för Service, ur företaget och kundens perspektiv saknas, vilket gav upphov till examensarbetets syfte. Fallföretaget som studien har genomförts på är ett industriellt tillverkande företag, som tillverkar komplexa produkter till kritiska system hos kund. Syftet är att undersöka vilka faktorer som är viktiga, internt och externt, vid utvecklandet av affärsmodell för Service. Efter utförd studie har tre huvudsakliga faktorer identifierats. Den första är behovet av att lyfta ut området service för att undvika de förutfattade meningar som generellt finns i en produktfokuserad organisation. Det andra är att utforma tydliga paket av servicetjänster som underlättar för företaget att synliggöra för kunderna om vilket värde service genererar. Det tredje är att betrakta service som en kärnmarknad och inte eftermarknad.
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Salazar, María Teresa. "Modelling cross-sales to promote customer retention in the financial services industry : the 'who-what-when framework' : two case studies." Thesis, University of Edinburgh, 2010. http://hdl.handle.net/1842/4448.
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Customer retention has been shown by academic researchers to be more profitable than customer acquisition. However, its implementation in the business environment has not been so successful. One of the reasons for this is that customer retention can be achieved in several ways (i.e. loyalty programs, affinity cards and switching costs) and that the translation from the concept of “retaining customers” to the actions and strategies to retain them is not always easy. One of the most attractive strategies to ensure that customers remain within the organisation is through cross-selling and up-selling. In short, the objective is to increase the number (or the value) of the products that a customer buys from a company to make it more difficult for him/her to leave. Whilst academic research has deeply investigated the concepts of loyalty, retention programs and trust, amongst others, cross-selling has not received the same level of attention. Moreover, existing research on cross-selling has been focused on products rather than on services. Finally, this research has mostly been conceptual in nature, with limited attempts to model or design practical cross-selling and up-selling strategies. In order for crossselling and up-selling to be effective retention strategies, they need to be tailored to the needs of the customer. The offer must be adequate in terms of the target (who is going to buy the product), the content (what is going to be purchased) and a time (when is the right moment to offer the new product). This thesis investigates customer retention and cross-selling and up-selling from a practical point of view in the financial services industry. Firstly, it assesses the importance of the concepts of customer retention and cross-selling and up-selling through several interviews conducted with financial services providers (insurance companies, building societies and independent financial industry bodies). Having established the relevance of these concepts in the industry, the next step developed and applied a framework to design cross-selling and up-selling strategies. This framework, named the “Who-What-When” framework, was applied to the transactional and customer data bases of two financial services providers (a Spanish insurance company and a UK building society). The “Who-What-When” method ii begins by segmenting the customer base in order to understand the characteristics and potential of each customer. It then, moves to modelling purchase propensity models, understanding the relationships between products in order to determine what product should be offered to each segment, according to their characteristics and their consumption history. Finally, it analyses the time sequence of the purchases in order to determine the right time (when the purchase is more likely to occur) to approach each customer, bearing in mind how they behave and the maturity of the products already held. The contribution of this thesis is twofold. From an academic point of view, the research demonstrates the importance of customer retention and cross-selling in the financial services industry, being both recognised as key strategic and tactical approaches for the future of the industry. Secondly, from a practical point of view, it contributes by developing an analytical framework to discover and design crossselling and up-selling strategies, aimed at retaining customers. This is achieved through the ‘Who-What-When’ framework which takes into account customer characteristics, consumption patterns and acquisition sequence to model cross-selling activities. Therefore, it refutes the traditional approach that ‘one size fits all’, advocating tailored strategies. Finally, this research highlights, from the empirical analysis, how repurchase decision is highly influenced by the length of the relationship with the provider and the type of products already purchased. Understanding these factors is key to successfully retaining customers via crossselling.
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Andersson, Rosalinn, and Sofie Gustavsson. "Med säljaren i huvudrollen : En studie om tjänsteföretags internationalisering samt internationella försäljning." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-35718.
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Syftet med den här undersökningen är att studera, och identifiera tillvägagångssätt för tjänsteföretag att internationalisera sig samt sälja sina produkter. För att göra det, samt att kunna kartlägga ett eventuellt mönster är det väsentligt att öka förståelsen kring hur försäljningen av tjänsten går till samt hur säljaren hanterar de kulturella skillnader som uppstår vid internationalisering. Vi har valt en kvalitativ metod, med en deduktiv ansats för undersökningen där utgångspunkt finns i teori. Den teoretiska referensramen inkluderar välkända modeller som beskriver företags processer vid en internationalisering, samt teorier riktade mot tjänsteföretag, internationell försäljning, säljarens roll samt kultur och kommunikation. Därefter har vi i det empiriska materialet, redogjort för vad de fallföretag vi har arbetat med, i praktiken har hanterat dessa fenomen i deras internationaliseringsprocesser. I analysen har vi sedan ställt empirin mot teorin för att identifiera ett mönster rörande internationalisering samt internationell försäljning av tjänsteföretag. I slutsatsen har vi till sist haft möjlighet att presentera detta mönster för internationalisering av tjänsteföretag, där vi har konstaterat att processen är baserad på drivna individer på ledningsnivå som initierar internationaliseringen. Denna process är beroende av säljaren i företaget, som nätverkar, bygger relationer samt kommunicerar ut nyttan med de immateriella produkterna. Genom bland annat research ökar denne sin befintliga kunskap för att möta kulturella skillnader och därmed skapa förtroende hos kunderna för att till sist sälja den immateriella produkten genom ett löfte där kundens förväntningar läggs på en realistisk nivå.The purpose of this thesis is to study and identify approaches for service companies to internationalize and sell their products. In order to do so, and to identify possible patterns, it is important to increase our understanding of how sales of the services is done, and how the sales person manages the cultural differences that arise in internationalization. Our methodology is a qualitative study with a deductive approach. The theoretical framework includes well known models describing the process of internationalization of firms, also theories concerning service firms, international sales, the sales person’s role, and culture and communication are included. The empirical chapter which follows, contains a review for our case companies, and how they have handled their internationalization and international sales. Next, we have compared empirical data to theory in an analysis to identify an outcome regarding internationalization and international sales of services. Finally in our conclusion, we have been able to present a pattern of the internationalization process of service firms, whereas the process is initiated mainly by driven individuals on a leading position. The process is dependent on the firm’s salesmen who network, build strong relationships, and communicate the benefits with the immateriell products. By inter alia, research they can increase their already existing knowledge in order to meet cutural differences and thereby be trustworthy for the customer. Thereafter the salesmen are able to sell the service by a promise where the customers expectations is placed on a realistic level.
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Egonsson, Erika, Ting Ting Ly, and Khulan Bayarsaikhan. "After-Sales Services and Customer Relationship Marketing : A multiple case study within the Swedish heavy equipment machinery industry." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-27427.
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Due to growing complexities in business-to-business products, the relationship between a seller and a buyer usually never ends after the purchase transaction. Customers buy augmented products, expecting bundle of values that come with the product which will satisfy the buyer. Thus, integrating services into the core offerings in manufacturing industries has taken crucial importance. Especially, after-sales service is considered a tool for enhancing a valuable advantage for the customer as well as it is a business opportunity for the company. After-sales services have proven to be of importance, and a strategic after-sales framework is necessary. Three major activities that play a crucial role within the after-sales services in the manufacturing industry are field technical assistance, spare parts distribution and customer care. However, intensive studies regarding after-sales in a specific industry are lacking. This thesis focuses on the Swedish heavy equipment machinery industry organizations of different sizes and thus, the purpose of this study is to investigate the major activities of after-sales service focusing on customer relationship among three classified sizes of after-sales service providers. A multiple case study has been carried out in the form of semi-structured interviews with three organizations; one small, one medium and one large size after-sales service providers. The study reveals that customer care is the most focused activity of after-sales services in the heavy equipment machinery industry in Sweden. Simultaneously, it shows the most significant differences of offers depending on the size of the company, in relation to the remaining activities. Field technical assistance appears to be the part of after-sales that produces least profit in the industry. Thus, it might be the reason that small organizations would rather tend to outsource it, in order to avoid high costs. Spare parts distribution can be considered as the most profitable activity of after-sales. The warehouses and repair centers of companies naturally varied according to firm sizes. Although the organizations do not state formal goals for providing after-sales service to its customers, they are aware of its importance and aim for satisfying customer demands. All organizations are convinced that if after-sales services are not handled properly, they face the risk of losing the customer. Finally, this research indicates that organizations in the heavy equipment machinery industry have a lot of room for improvements to its after-sales activities with respect to their relationship with customers, which can be accomplished in strategic and systematic ways. Keywords: After-sales service, Field technical assistance, Spare parts distribution, Customer care, Customer relationship marketing, Firm size
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Vizcarra, Osben, Fernando Sotelo, Carlos Raymundo, and Francisco Dominguez. "Model for Improving Post-sales Processes Applying Lean Thinking to Reduce Vehicle Delivery Times at an Automotive Company." Springer Verlag, 2020. http://hdl.handle.net/10757/656136.
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El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado.This paper proposes the application and implementation of the lean thinking methodology at a company dedicated to selling vehicles, spare parts, and post-sales services. For these purposes, tools such as process maps, flowcharts, indicators, system layout planning tools, and 5S implementation are used, supported by training sessions for process participants. As a result, customer complaints were reduced by 0.13% per month, and the number of work orders handled by the site increased by 0.38% per month. Moreover, a 0.32% increase in man/hour productivity was reported, leading to a 44.32% decrease in Duster vehicle delivery times.
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Kucuk, Carullah Y. "After-Sales Service Contracting for Excellence in Life-Cycle Cost Management: Numerical Experiments and Systematic Review of Analytical Models." Thesis, University of North Texas, 2020. https://digital.library.unt.edu/ark:/67531/metadc1707412/.
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This research adds to the literature and provides insight to practice via three essays that increase understanding about the applications and consequences of the two new approaches to the after-sales service governance: warranty contract and performance-based contracts. First, we attempted to enhance our knowledge of the modeling of the after-sales service process. In the first essay, the research papers with analytical models of after-sales services to present current trends, issues, and future research directions in the literature are classified. In the second essay, the effect of the warranty contract on the supplier's product quality improvement efforts in the context of capital goods is examined. Three sets of optimization models reveal that the existence of a warranty improves product quality. In the third essay, the performance-based contract is examined in the context of the warranty contract. The numerical experimentations conducted demonstrate that the performance-based contract is superior to the warranty contract in terms of the supplier's product quality efforts and the customer's total cost of after-sales services. The alignment of incentives based on the product performance tackles the issues presented in the traditional after-sales service contracting. Collectively, the three studies presented in this research expand our understanding of after-sales service contracts. Thus, the research presents managerial implications and adds to the existing body of knowledge in after-sales service research.
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Nordström, Maria. "Processjämförelse : säljprocessen inom ett internationellt företag." Thesis, Högskolan på Gotland, Institutionen för humaniora och samhällsvetenskap, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1117.
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Sales is the foundation for all commercial business and companies that have the best sales process in conjunction with efficient deliveries will do well in the long run. The author of this report was tasked by the Organisation in South Africa to study new/alternative ways of attracting Swedish companies to South Africa and sell the services of the Organisation to these same companies (defined as the sales process in this report) by analysing how similar international service companies do the same. A benchmarking process has been conducted with four similar service organizations in South Africa to examine how these companies work in comparison to the Organization. Surveys have been used for purposes of this study, as the methodology is well suited to provide the author a view on the opinions, perceptions and experiences of the respondents. The project aimed to develop new methods to attract Swedish companies to South Africa or improve and streamline the existing methods. The aim was also to develop new ways to sell the organization's services to Swedish companies. The study concludes that there is little focus on marketing of services within the Organisation. Focus seems to lie more on general customer calls. In addition there is often a lack of clarity regarding customer requirements and needs reducing the ability of the Organisation to match companies with specific opportunities on the South African market. Furthermore, the segmentation can be improved. This report concludes with a number of practical recommendations, which should be implemented immediately in order to improve the sales process short term. The Organisation is, among other things, recommended to improve marketing of opportunities to Swedish companies in order to reach a point where the Organisation has a long term focus to increase the number of potential customers that contacts the Organisation by their own initiative. The author of this report does however, recommend that the Organisation start a long-term process of restructuring marketing within the Organisation. Furthermore, segmentation should be reconsidered to ensure that the Organisation can identify opportunities and relay these to the right type of existing customers, alternatively to new customers.Försäljning utgör grunden i alla kommersiella företag och det företag som på bästa sätt sköter sin försäljning tillsammans med leveransen av varan eller tjänsten kommer att vinna i längden. Författaren har fått i uppdrag av Organisationen i Sydafrika att undersöka nya/alternativa sätt för att attrahera svenska företag till Sydafrika och sälja Organisationens tjänster till dessa företag (definierat som säljprocessen i denna undersökning) genom att analysera hur liknande internationella tjänsteföretag i Sydafrika gör. En processjämförelse har därför genomförts med fyra liknande tjänsteföretag i Sydafrika för att undersöka hur dessa företag arbetar i jämförelse med Organisationen. I denna undersökning har metoden surveyundersökning använts. Intervjuer lämpade sig bra då författaren får en insikt i respondentens åsikter, uppfattningar och erfarenheter. Syftet med projektet var att utveckla nya metoder för att attrahera svenska företag till Sydafrika alternativt förbättra och effektivisera den existerande metoder. Syftet var även att utveckla nya sätt att sälja Organisationens tjänster till de svenska företagen. Undersökningen konstaterade att organisationen arbetar väldigt lite med marknadsföring av sina tjänster och förlitar sig mer på generella kundsamtal. Det är dessutom ofta oklart vad det är kunderna efterfrågar vilket innebär att Organisationen har begränsad kapacitet att matcha företag med specifika möjligheter på den Sydafrikanska marknaden. Vidare kan segmenteringen inom Organisationen förbättras. Denna rapport avslutas med ett antal praktiska rekommendationer som bör implementeras med omedelbar verkan för att på kort sikt förbättra säljprocessen. Organisationen rekommenderas bl.a. att förbättra arbetet med att marknadsföra affärsmöjligheter till de svenska företagen för att komma till ett läge där Organisationen försöker arbeta långsiktigt och öka antalet potentiella kunder som själva kontaktar organisationen. Författaren rekommenderar dock att Organisationen påbörjar ett arbete med att på längre sikt omstrukturera marknadsföringen inom Organisationen. Vidare bör man även se över segmenteringen för att försäkra sig om att Organisationen kan identifiera möjligheter och förmedla dessa till rätt typ av existerande kunder, alternativt till nya kunder.
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Fleming, David Earl. "Developing the Nomological Network of Perceived Corporate Affinity for Technology: A Three Essay Dissertation." Scholar Commons, 2009. https://scholarcommons.usf.edu/etd/1630.
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Technology is changing the face of both the sales and service domains. Honebein and Cammarano (2006) note that properly implemented self-service technologies serve dual purposes of decreasing firm overhead costs, while simultaneously engaging the customer in a way encourages the co-create of value for both parties. To get these benefits stakeholders must be willing to adopt and use the technologies that are available.
Traditionally, this has lead to the research question "How do firms do this?" However, according to a recent article by Woodall, Colby and Parasuraman (2007), consumers are now demanding more technology-based options and becoming more technologically savvy. This changes the research focus to answering the question "How can firms be seen as able to deliver technology-based options effectively, efficiently and securely to meet the demands of this new "e-service" model?" The purpose of this dissertation is to examine the role of stakeholder perceptions of firm attitudes toward technology in answering this question. Perceived corporate affinity for technology (Fleming and Artis forthcoming) is a measure stakeholder perception of a firm's general positive affect toward technology, and was developed and validated in sales and services contexts using samples of both employees and customers. The studies of this dissertation test potential antecedents, consequence and boundary conditions of stakeholder perceptions of corporate affinity for technology in three key groups, namely managers, employees and customers.
To accomplish this purpose, the following research questions, one for each key group of stakeholders, were proposed for this study:
1) Do manager perceptions of corporate affinity for technology influence employee perceptions of corporate affinity for technology?;
2) Do employee perceptions of corporate affinity for technology influence employee learning behavior?;
3) Do customer perceptions of corporate affinity for technology influence how they perceive the quality of the service delivery and their rating of other key customer service outcomes?
Separate conceptual models were developed and tested to answer these questions.
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Rigato, Carlos Alberto. "Uso da internet na pós-venda de serviços business-to-business." Universidade de São Paulo, 2013. http://www.teses.usp.br/teses/disponiveis/12/12139/tde-02052013-155630/.
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No intuito de melhor entender a situação atual, objeções, limitações e perspectivas de uso da internet na pós-venda de serviços business-to-business, este estudo objetivou avaliar por que e como a internet está sendo ou não utilizada nas atividades de pós-venda de serviços de impressão corporativa e propor sugestões de melhoria desse uso para o público acadêmico científico e para os praticantes de gestão. Para isso, foi realizada uma pesquisa exploratória usando estudo de casos com duas revendas de serviços de impressão corporativa. Como síntese dos padrões das descobertas, tem-se que: a internet tem sido utilizada para obter maior agilidade na correção de problemas e na leitura dos contadores de impressão nos equipamentos; os recursos mais utilizados são o e-mail, o portal e o acesso remoto a equipamentos do cliente, o que representa um uso básico e, à medida em que se evolui na oferta de serviços de impressão, o uso da internet se torna mais complexo; a mídia social, incluindo as redes sociais, não é utilizada nem existe uma estratégia definida para seu uso; o estilo de venda voltado para a solução de problemas e o planejamento baseado em valor influenciam o uso da internet, enquanto que a venda pessoal gera no cliente uma expectativa de que a pós-venda também seja presencial; esse uso da internet pode impactar positivamente o composto de marketing, apesar de muitos dos benefícios não estarem sendo explorados; por parte dessas revendas, a internet não tem sido melhor utilizada por falta de conhecimento de seus benefícios e de suas restrições e por falta de enfoque estratégico e prioritário dos seus gestores; o próximo passo seria usar melhor o que já existe implementado e expandir esse uso para os demais clientes. Por fim, foram apresentadas sugestões de melhoria desse uso.In order to better understand the current situation, objections, limitations and perspectives of internet use in the business-to-business after-sales services, this study aimed to evaluate why and how the internet is being used or not in activities of after-sales service in corporate printing and propose suggestions for improvement of such use to the scientific academic public and to the practitioners of management. For such, an exploratory study using case study with two resellers of corporate printing services was conducted. As summary of the findings of the patterns it follows that: the internet has been used to achieve greater agility to correct problems and to read the counters on the printing equipment; the most used resources are e-mail, portal and remote access to customer equipment, which represents a basic use and, as it evolves in offering of printing services, internet usage becomes more complex; social media, including social networks, is not used, nor is there a defined strategy for its use; the selling style oriented to problem solving and the value-based planning influence the use of internet, while the personal selling, used by such resellers, generates an expectation that the after-sales attendance is also a personal one. That use of the internet can positively impact the marketing mix, although many of the benefits are not being exploited; by those resellers, the internet has not been used for lack of better knowledge of its benefits and of its restrictions and lack of strategic and priority focus of its leaders; the next step would be to make better use of what is already in place and expand that use to other customers. Finally, suggestions have been made to improve such use.
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Almeida, Leandro Faria. "Análise dos serviços e sua relação com o processo de desenvolvimento de produtos em uma empresa de manufatura." Universidade de São Paulo, 2009. http://www.teses.usp.br/teses/disponiveis/3/3136/tde-07042010-110708/.
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A importância dos serviços para as empresas de manufatura tem aumentado nas últimas décadas em função das alterações no ambiente em que estão inseridas. Dentre os aspectos relacionados com a oferta de serviços por empresas de manufatura, pode ser citado que os serviços são influenciados pelas definições realizadas durante o processo de desenvolvimento de produtos (PDP). No entanto, a literatura ainda é escassa no sentido de compreender essa relação. Dessa forma, o objetivo do presente trabalho é analisar as características dos serviços relacionados com os produtos e a sua relação com o PDP por meio de um estudo de caso em uma empresa do setor aeroespacial. Os dados foram coletados por meio de uma análise documental e entrevistas semi-estruturadas, em que foi feita a descrição das etapas do PDP, o levantamento e classificação do portfolio de serviços, a análise detalhada dos serviços selecionados e a análise da relação entre estes serviços e o PDP. Os resultados da análise confirmaram que os serviços são impactados pelas decisões de todas as etapas do PDP e para todos os serviços analisados e ainda apresenta quando e como essas relações acontecem. Os resultados obtidos foram comparados com a literatura existente. As relações identificadas influenciam diversos aspectos dos serviços analisados, como: o processo, o escopo, a infraestrutura, os custos e pessoas.The importance of services to manufacturing companies has grown over the last decades due to several changes in the business environment. Among the aspects related with the offer of services by manufacturing companies is the fact that services are influenced by the decisions taken during the new product development process (NPD). Although, the literature is scarce when it comes to comprehend how this relationship happens. In this way, the objective of this study is to analyze the characteristics of product-related services and the relationship between the NPD process activities and these services through a case study in a manufacturing company of the aerospace industry. The data was collected with the use of a documentary analysis and semi-structured interviews, where the phases of the NPD were described, the service portfolio was identified and classified, the selected services were analyzed and the relationship between the NPD and these services. The results confirmed that all the services that were analyzed are influenced by the decisions of all NPD phases and maps it out. The results were then compared with the existing literature. The identified relationship influence several aspects of the services that were analyzed, such as: the process, the scope, the infrastructure, the costs and people.
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Sandoval, Diana, Manuela Palomares, Jose Rojas, Pablo Mendoza, and Carlos Raymundo. "Lean Thinking Simulation Model to Improve the Service Performance in Fast Food." Advances in Intelligent Systems and Computing, 2021. http://hdl.handle.net/10757/653849.
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El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado.The fast food industry, specifically the service department, has experienced sustainable economic growth and has evolved in the application of substantial methods, however, it has presented a slowdown due to deficient operation level provided in the customer service area. A large number of customers do not make the purchase owing to a series of unmet trends that face the consumer behaviour which leads to significant economic losses and inefficient service. They have therefore focused their efforts on finding impulse mechanisms through allowing them to migrate to less costly processes and/or to achieve better utilisation of available resources without success. This research inquires into the effectiveness of the Lean Thinking Simulation (LTS) model, which consists in the development of a set of methodological phases and the adaptation of the technological support termed as Digital Change to improve the performance of customer service in Peruvian fast food. The main result of this practical study was defined by a Dashboard in real-time, and as a first approximation of the model, a 17.03% improvement can be shown in the performance of customer service on the fast food selected.
Revisión por pares
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Bucar, Ronan da Silva. "APLICAÇÃO DA ANÁLISE DE ENVOLTÓRIA DE DADOS (DEA) NA AVALIAÇÃO DE EFICIÊNCIA E BENCHMARKING EM GESTÃO DE SERVIÇOS DE PÓS-VENDAS DE AUTOMÓVEIS." Pontifícia Universidade Católica de Goiás, 2012. http://localhost:8080/tede/handle/tede/2439.
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Previous issue date: 2012-09-14The service sector has been the subject of many studies due to its expansive growth in terms of markets, and billing for its real renewal capacity and propensity for innovation. The automotive industry has aggregated various activities in its supply chain, dedicated to services, meeting every demand. Specifically with respect to the resale of vehicles, the aftermarket sector concessionaire has an important function in maintaining the customer relationship in the character of brand loyalty through service and zeal in service. Activities in concessions need to provide this type of service with maximum efficiency while maintaining the standard set by the automaker, so that conglomerates formed by groups with multiple units need to monitor their standards, and promote change as consistently as possible, that is critical to ensure continued market. In this context, this paper proposes to discuss issues incipient national literature, studying the processes of inputs and outputs of five units providing after sales service for a grant, applying the methodology DEA - Data Analisys Envelopement. The DEA is a nonparametric method based on linear programming and allows calculation of efficiency by comparison of decision-making units. The efficiencies of workshops on post sales were calculated assuming scenarios of interest, then to discuss best practices in an internal benchmarking, where the results were pointed efficient units, and targets needed to guide management in order to maximize the goals and design standards. Further work gathered information services and technical data for the application and use of the DEA, the results confirm that there was little more than 5% of the box were efficient, and such evidence contributed to the proposed methodology for measuring efficiency industry sales and after sales of automobiles is applicable as a tool for management of such business.
O setor de serviços tem sido alvo de diversos estudos devido ao seu crescimento expansivo em termos de mercados, faturamento e pela sua real capacidade de renovação e propensão a inovações. A indústria automotiva possui diversas atividades agregadas em sua cadeia produtiva, que se dedicam a prestações de serviços, atendendo toda uma demanda. Especificamente no que se refere à revenda de veículos, o setor de pós-vendas de uma concessionária tem função importante na manutenção da relação do cliente em caráter de fidelização à marca através do atendimento e do zelo no serviço prestado. Atividades em concessões necessitam prestar esse tipo de serviço com o máximo de eficiência, mantendo o padrão estipulado pela montadora, de modo que conglomerados de empresas formados por grupos com várias unidades necessitam monitorar seus padrões, bem como promover alterações da forma mais consistente possível, o que é determinante para garantir a permanência no mercado. Nesse contexto, este trabalho propõe-se a discutir temas ainda incipientes na literatura nacional, estudando os processos de entradas e saídas de cinco unidades prestadoras de serviço de pós-vendas em uma concessão, aplicando a metodologia DEA - Data Envelopement Analisys. A DEA é um método não paramétrico baseado em programação linear e que permite o cálculo da eficiência pela comparação entre unidades tomadoras de decisão. As eficiências das oficinas no pós-vendas foram calculadas considerando cenários de interesse, para em seguida discutir as melhores práticas em um benchmarking interno, onde nos resultados foram apontadas as unidades eficientes, e metas necessárias para orientação da gestão no intuito de maximizar os objetivos e conceber padrões. Além disso o trabalho reuniu informações de serviços, bem como dados técnicos para aplicação e utilização da DEA, nos resultados houve confirmação de que pouco mais de 5% dos boxes eram eficientes, e tais evidencias contribuíram para que a metodologia proposta para mensuração de eficiência no setor de vendas e pós-vendas de automóveis seja aplicável como ferramenta de gestão de tais negócios.
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Edlund, Amanda, and Evelynne Geiger. "Challenges with Successful Marketing : A study to identify challenges and opportunities with introducing services of value-added-sales to customers within the prevailing steel manufacturing industry." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-279588.
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Marketing is an essential part of the overall organization when it comes to introducing a company’s new offerings to the market. Therefore, customers need to be informed and aware of the company’s entire portfolio to be able to make correct decisions that benefit them. From a company’s perspective, an extended portfolio provides opportunities to explore new markets and improve the scope of its operations. The growing demand of additional services enables development of a more service-oriented business with value-added-sales for the industry. Consequently, the importance of finding an appropriate marketing strategy that promotes communication and long-term relationships with customers is relevant. Value-added-sales may be introduced to a greater extent, in order to maintain competitiveness among others. The purpose of this study is to contribute to an increased understanding of how marketing affects steelmaking companies to provide and inform customers with value-added-sales. Opportunities and challenges have been identified from employees’ point of view concerning the process of introducing value-added-sales, to later mitigate them with support factors to promote favorable marketing. To fulfill the research purpose, a case company was used, which is an official global steel company that traditionally provides product-based services based in Sweden, however, now focusing on extending their portfolio with value-added-sales, e.g. with supplementary services. The thesis has a qualitative approach by including internal interviews with the case company’s employees, as well as employees from an additional company that has a strong connection to the case company. Furthermore, a literature study was conducted to analyze existing theories in the research field to obtain suitable results. The results have emphasized the importance of education and training as well as decent relationship with the customers. The main findings contributed to factors concerning challenges with providing value-added-sales, which aimed to be mitigated: Cost-focused customers, Time-consuming, Internal knowledge, Outperform the customers, Internal support, and Sales focus. Accordingly, appropriate support factors were proposed to promote marketing of selling value-added-services.Marknadsföringen utgör en viktig del i den övergripande organisationen när det gäller att introducera ett företagets nya erbjudanden på marknaden. Därför måste kunderna informeras och vara medvetna om företagets hela portfölj för att kunna fatta korrekta beslut som gynnar dem. Ur ett företags perspektiv, ger en utökad portfölj möjligheter att utforska nya marknader och förbättra företagets omfattning. Den växande efterfrågan på ytterligare tjänster möjliggör utveckling av en mer serviceinriktad verksamhet med mervärdesförsäljning för branschen. Således är det av vikt att hitta en lämplig marknadsföringsstrategi som främjar kommunikation och långsiktiga relationer med företagets kunder. Mervärdesförsäljning kan införas i större utsträckning för att upprätthålla konkurrenskraften på marknaden. Syftet med denna studie är att bidra till en ökad förståelse för hur marknadsföring påverkar stålindustriföretag för att förse och informera företagets kunder med mervärdesförsäljning. Utmaningar och möjligheter har identifierats ur medarbetarnas perspektiv när det gäller att införa mervärdesförsäljning, för att senare mildra dem med stödfaktorer för att främja en gynnsam marknadsföring. För att uppfylla forskningsändamålet användes ett fallföretag, som är ett officiellt globalt stålföretag i Sverige, men som nu fokuserar på att utöka sin portfölj mervärdesförsäljning, t.ex. med kompletterande tjänster. Avhandlingen har ett kvalitativt tillvägagångssätt genom att inkludera interna intervjuer med fallföretagets anställda, samt anställda från ett ytterligare företag som har en stark koppling till fallföretaget. Vidare genomfördes en litteraturstudie för att analysera befintliga teorier inom forskningsområdet för att erhålla lämpliga resultat. Resultaten har betonat vikten av utbildning och anständigt förhållande till kunderna. De viktigaste fynden bidrog till faktorer som rör utmaningar med att tillhandahålla mervärdesförsäljning, som syftade till att mildras: Kostnadsfokuserade kunder, Tidskrävande, Intern kunskap, Överträffa kunderna, Internt stöd, och Försäljningsfokus. Följaktligen föreslogs lämpliga stödfaktorer för att främja marknadsföring av försäljning av mervärdestjänster.
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Mrkvica, Michal. "Návrh na rozšíření studia služeb s.r.o." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2014. http://www.nusl.cz/ntk/nusl-224316.
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The diploma thesis has been based on the present state of the SUCCESS company based in Brno, 138 Banskobystrická Street. The study examines and evaluates the external and internal weaknesses of the company. The main objective of the thesis is proposing changes suitable for the company development which are able to conduce to gaining the competitive advantage and thus the revenue growth, the increase in new customers, and a greater market share will be achieved.
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FRASS, ALEXANDER. "Impact of After-Sales Performances of German Automobile Manufacturers in China in Service Satisfaction and Loyalty. With a Particular Focus on the Influences of Cultural Determinants." Doctoral thesis, Universitat Politècnica de València, 2015. http://hdl.handle.net/10251/59251.
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[EN] After-sales services have become very important in the automobile industry. However, this area has not been sufficiently researched, particularly with regard to China, the most important car market globally. In this respect, German manufacturers play a leading role because they dominate the premium market segment. When it comes to services, the one thing that is especially important in China is culture. At the same time, this is exactly where a scientific gap exists because the cultural aspect in automotive services has been mostly neglected in the research literature. Thus, specific knowledge with regard to Chinese service demand behaviour is lacking, which could become a crucial issue because of the enormous differences between Chinese and Western cultures. This paper addresses this limitation by providing a guideline for how the entire process chain of after-sales services could be researched in China. In addition, it also introduces Schwartz's individual level value theory as a beneficial operationalisation approach to culture. Thereby, values are modelled as exogenous variables in order to show which ones are really causal. This significant advantage cannot be provided by national comparison studies, which are the ones that are most often conducted. A total of 301 Chinese workshop customers of Audi, BMW and Mercedes-Benz were surveyed in order to assess the critical success factors of after-sales services via partial least squares structural equation modelling.[ES] Los servicios post venta en el sector del automóvil se han convertido en un elemento esencial en su mercadotecnia global. Sin embargo, no se han investigado suficientemente y, especialmente en países emergentes con mercados crecientes como China, el mercado más relevante a nivel mundial. Aquí, los fabricantes alemanes juegan un rol fundamental al dominar el segmento premium (o de cuasi lujo) del mercado. Cuando analizamos los servicios, un factor importante en China es la cultura. Sin embargo existe, en este campo un hueco en la investigación académica ya que en la literatura de investigación del sector automóvil, la cultura es un elemento poco analizado. Por ello, no se pueden aplicar conocimientos de mercadotecnia específicos en relación con el comportamiento de la demanda de servicios en China, en un tema esencial, como es la cultura China, muy diferente a la occidental. Esta tesis trata de enfocar las limitaciones mencionadas; en primer lugar, proporcionando una guía de cómo la cadena de proceso de servicios postventa puede ser investigada en países emergentes como China. Y en segundo lugar, porque se utiliza la teoría de cultura de Schwartz como un enfoque útil de instrumentación de los valores culturales. Así, estos se modelan como variables externas, para mostrar claramente cuáles son los valores realmente relevantes en su conjunto. Para ello se encuestaron a 301 clientes de talleres post venta chinos de las marcas Audi, BMW y Mercedes-Benz, con el fin de evaluar los factores críticos de éxito mediante modelos de ecuaciones estructurales de mínimos cuadrados parciales (PLS).
[CAT] Els serveis post venda en el sector de l'automòbil s'han convertit en un element essencial del màrqueting global. No obstant això, no s'han investigat prou i, especialment en països emergents amb mercats creixents com la Xina, el mercat més rellevant a nivell mundial. Aquí, els fabricants alemanys juguen un paper fonamental en dominar el segment premium (o de quasi luxe) del mercat. Quan analitzem els serveis, un factor important a la Xina és la cultura. No obstant això existeix, en aquest camp un buit en la investigació acadèmica ja que en la literatura de recerca del sector automòbil, la cultura és un element poc analitzat. Per això, no es poden aplicar coneixements de màrqueting específics en relació amb el comportament de la demanda de serveis a la Xina, en un tema essencial, com és la cultura Xina, molt diferent a l'occidental. Aquesta tesis tracta d'enfocar les limitacions esmentades; en primer lloc, proporcionant una guia de com la cadena de procés de serveis postvenda pot ser investigada en països emergents com la Xina. I en segon lloc, perquè s'utilitza la teoria de cultura de Schwartz com un enfocament útil d'instrumentació dels valors culturals. Així, aquests es modelen com a variables externes, per mostrar clarament quins són els valors realment rellevants en el seu conjunt. Per a això es van enquestar a 301 clients de tallers post venda xinesos de les marques Audi, BMW i Mercedes-Benz, per tal d'avaluar els factors crítics d'èxit mitjançant models d'equacions estructurals de mínims quadrats
Frass, A. (2015). Impact of After-Sales Performances of German Automobile Manufacturers in China in Service Satisfaction and Loyalty. With a Particular Focus on the Influences of Cultural Determinants [Tesis doctoral no publicada]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/59251
TESIS
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Toftberger, Viktor, and Gustaf Jörnelius. "Mapping and improving the after sales flow in a high-tech assembly plant : A case study of the aftermarket at Saab Järfälla." Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-67334.
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This thesis report is the final element of the Master of Science degree in Industrial Design Engineering at Luleå University of Technology, conducted between January and September 2017 at Saab AB Surveillance in Järfälla, Sweden. The purpose of this thesis project was to analyze the current situation inside production of aftermarket products with an aim to create an extensive mapping of the current situation. Resulting in suggestions for improvements to stabilize the production and creating integration between the aftermarket and new production. Products produced at Saab Järfälla are used in military defense applications where the larger systems in electronic warfare (EW) and countermeasure systems have very long life cycles, i.e. up to 40 years, and are being used in harsh environments. The products have to be maintained through various service agreements to include support with repairs, maintenance, supplies and transports between Saab and the client. One of these service agreements has a demanded net average lead time of N+12 days between Saab’s facilities and the client whereas N days inside the Järfälla production site. Mapping the situation and handling all the product information in a production with high-mix, low-volume characteristics have not been easy. The aftermarket processes inside Järfälla include diagnosing, reparation, assembling and testing to ensure the performance of the products. The aftermarket shares resources with the production of newly manufactured products which is one of the reasons creating a vast difference in the lead times standard deviation. Other reasons such as information handling, priority inference, flexibility issues and bad visual management has been the effect of causing delays in the production. The thesis project has been conducted through a development process using various methods for mapping the current situation and to come up with new ideas to improve the situation. Starting with a search in available literature and research about HMLV production, aftermarket situations and lean principles, onto using well-known methods for analyzing such as value stream mapping, Ishikawa diagrams and data collection to form a requirement specification for the upcoming solutions. As a result, in the analysis of the current state, the fact that the processes itself works almost flawlessly shows that causes for delays and lack of stability lies between the operations. Thereby through ideation, evaluation and further development towards the conducted requirement specification, a solution to start with is to make sure the visual management works. A solution creating a complete overview of the production between all operations integrating new products with aftermarket using a new kind of visual production control boards. These visual production control boards will help prioritizing using FIFO queues and daily meetings, seeing capacity demands and troubles easy by stacking station- or areawise and also create an altogether working flow together with the current layout of the production site. Further recommendations include further development of these visual production control boards together with implementing a CONWIP planning and control principle using wagons, standardize communications and continuously become more transparent inside the company. The proposed solutions might not guarantee N days inside the Järfälla production site but it will help operators, planners and management to easier locate problems and allocate capacity to increase the flexibility of the production.Detta examensarbete är det sista delen på civilingenjörsprogrammet Teknisk Design vid Luleå tekniska universitet, ett arbete som genomfördes mellan januari och september 2017 hos Saab AB Surveillance i Järfälla, Sverige. Syftet med examensarbete var att utföra en nulägesanalys över eftermarknadsproduktionen för att senare kunna ge förslag på förbättringar och kunna hjälpa till att skapa integration mellan eftermarknadsproduktion och produktionen av nya produkter. Produkter som produceras av Saab i Järfälla används i militära försvarssammanhang där de större systemen inom elektronisk krigsföring (EW) och motåtgärder har mycket långa livscykler, t.ex. upp till 40 år och används i mycket krävande miljöer. Därmed har produkterna olika omfattande serviceavtal för inkludera support med reparationer, underhåll, leverans och transporter mellan Saab och kund. Ett av dessa serviceavtal kräver en genomsnittlig netto ledtid på N+12 dagar mellan kund och Saab för reparation varav N dagar maximalt hos produktionen i Saab Järfälla. Kartläggningen av situationen och hanteringen av all produktinformation i en produktion med hög variation och låg volym har inte varit lätt. Eftermarknadsprocesserna inom Järfälla inkluderar diagnostisering, reparation, montering och testning för att säkerställa produktens prestanda. Eftermarknaden delar även resurser med produktion av nyframställda produkter vilket är en av anledningarna till att skapa en stor skillnad i ledtidens standardavvikelse. Andra orsaker som informationshantering, prioritetsinferens, flexibilitetsproblem och dålig visuell hantering har medfört förseningar i produktionen. Projektet har genomförts genom en utvecklingsprocess med olika metoder för att kartlägga den nuvarande situationen och att komma med nya idéer för att förbättra situationen. Det startade med en sökning i tillgänglig litteratur och forskning om HMLV-produktion, eftermarknadssituationer och lean principer, på att använda välkända metoder för att analysera som value stream mapping, Ishikawa diagram och datainsamling för att skapa en kravspecifikation för kommande lösningar. Som ett resultat visar det faktum att processerna själva fungerar nästan felfritt och att orsakerna till förseningar och bristen på stabilitet ligger istället mellan operationerna. Därigenom genom idégenerering, utvärdering och vidareutveckling mot den genomförda kravspecifikationen, är en lösning till att börja med att se till att den visuella hanteringen fungerar. En framställd lösning som skapar en fullständig översikt över produktionen mellan alla verksamheter som integrerar nya produkter med eftermarknaden med hjälp av en ny typ av visuella produktionsstyrningstavlor. Dessa visuella produktionsstyrningstavlorna kommer att bidra till att hjälpa prioritera genom att använda sig av FIFO-köer och dagliga möten, eftersom kapacitetsbehov och problem är enkla genom att istället stapla station- eller områdesvis och skapa ett helt arbetsflöde tillsammans med produktionsplatsens nuvarande layout. Ytterligare rekommendationer inkluderar vidareutveckling av dessa visuella produktionsstyrningstavlorna tillsammans med implementering av en CONWIP planerings- och kontrollprincip med hjälp av vagnar, standardisering av kommunikationer och att kontinuerligt bli mer transparenta inom företaget. Lösningarna kan inte helt garantera N dagar på Järfällas produktionsplats, men det kommer att hjälpa operatörer, planerare och ledare att lättare hitta problem och fördela kapacitet för att öka produktionens flexibilitet.
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Ngae, A. Njama Alain Patrick. "After Sales service : Complaint to Service Recovery Improvement." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-23031.
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Abstract Author : Alain Patrick Ngae a Njama Tutor : Peter Caesar Examiner : Pejvak Oghazi Title : After sales service: Complaint to Service Recovery Improvement Keywords : Service Recovery, Complaint handling, service failure, service process, Svetruck AB Background : It is real that everyday people purchase goods for their daily needs and satisfaction, but unfortunately it happen that some of those goods do not live up to the customer expectations. The reality when a failure occurred is something else because is the second chance giving to the service provider to show concern. Many research agreed that good recovery after a service failure can create a positive response from the customer side as example making them loyal and sharing their positive experience to others. Purpose: The purpose of this study is to look into how service recovery influence customer retention. Research question: How Does Company handles customer’s complaint in order to fulfill service recovery ? Method: Three respondents were selected within a heavy industry call Svetruck AB. Due to their position and number of year they have been working for this company. Many section of interview were organized in order to have a clear understanding of the inside out of the service handling process. Conclusion: Complaint handling appears to be very essential for each company willing to stay in the competitive word. Some will differ from the way they handle or treat their customer but the final issue for all companies will be to keep satisfies their customer for long-term relationship, also by reducing the cost of hunting new customers. Suggestion for further research : After the investigation of complaint handling from the service 3 provider side, we can think of other areas to investigate related to this topic. One of it will be to make an investigation on complaint handling from the customer point of view to find out how the customer perceived satisfaction after the service provider have handled their complaint. Another point may be to compare Svetruck complaint handling with the one of one of their mean competitor to see the point that differ them from the others. Further investigations can also be made on unsatisfied customers, those who have experience bad service recovery by then had chosen to switch to competitor.
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Resende, Nilo Márcio de Paula. "O desempenho dos representantes farmacêuticos sob a perspectiva de operações em serviços." Universidade do Vale do Rio dos Sinos, 2010. http://www.repositorio.jesuita.org.br/handle/UNISINOS/3115.
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O objetivo deste estudo é avaliar o desempenho dos representantes da indústria farmacêutica no Estado de Goiás. No contexto de serviços eles desempenham o seu papel, transmitindo o conhecimento obtido por suas empresas, relacionado à pesquisa e desenvolvimento de seus produtos, para os clientes-médicos, como forma de auxiliá-los no processo decisório. A estratégia de pesquisa compreendeu duas fases; na exploratória, detalharam-se como as estratégias de marketing do setor farmacêutico são aplicadas na prestação de serviços e como estão estruturadas para estabelecer relacionamentos e promover a troca de informações e conhecimento com os médicos. A fase descritiva envolveu a coleta de dados qualitativos e uma pesquisa quantitativa conduzida com uma amostra de 218 representantes. Guiado pelas Teorias da Administração de Serviços e da Dinâmica do Papel Organizacional desenvolveu-se um modelo teórico e hipóteses de trabalho que testaram, por meio da técnica da Modelagem de Equações Estruturais, as relações existentes entre as dimensões da qualidade e da produtividade no desempenho com o controle percebido sobre a tarefa, o sistema de suporte da supervisão, os fatores desencadeantes do estresse e as tendências à saturação (burnout) destes funcionários. Os resultados indicaram a predominância de um modelo de trabalho caracterizado por elevados níveis de estresse e de saturação, com potencial para fortalecer os aspectos disfuncionais ao desempenho e, consequentemente, interferir nas dimensões técnicas e funcionais do encontro do serviço.
This study aims to evaluate the current status of the perfomance of the pharmaceutical industry sales representatives who work in the State of Goias. In the context of services, they play their role by transmitting the knowledge gained by their companies, related to research and development of its products to the physicians as a way to assist them in the decision making. The research strategy comprised two phases. The exploratory one detailed how marketing strategies are applied in providing services and how the pharmaceutical industry is structured to establish relationships and promote the exchange of information and knowledge with physicians. The descriptive phase involved the collection of qualitative and quantitative data from a sample of 218 sales representatives. Guided by the Services Administration and the Dynamics of Organizational Role Theories, this study also developed a theoretical model and working hypotheses that tested by the technique of Structural Equation Modeling (SEM) the relationship between the dimensions of productivity and quality of perfomance with the perceived control on the task, the support system of supervision, the role stressors and burnout tendencies of these employees. The results indicated the predominance of a working model characterized by high levels of stress and burnout, with the potential to strengthen the dysfunctional aspects of performance and thus interfere with the technical and functional dimensions of service encounter.
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Bergstedt, Niklas, and Björn Ljungqvist. "Sälj- och köpprocessen av IT-relaterade tjänster." Thesis, Linköping University, Department of Management and Economics, 2000. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-558.
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Background: Companies and organizations of today spend large amounts of money on IT-based business solutions. Such business solutions normally include business- consulting and software-creation (IT-related services). Due to the rapid development of the technology within this field of business the IT-customers find it difficult to select among potential suppliers on objective grounds.
Purpose: To increase the understanding for the professionl approach of the people involved in the sales- and purchase process of IT-related services in a business-to-business context. The study is taking the buyers'as well as the sellers'perspective into account when analyzing the process. Method: The empirical findings were collected from eight companies in Linköping and Stockholm. The method used was a qualitative interview survey.
Delimitation: The study treats business-to-business relationships. The study focuses on IT-services aimed at business development. The study do not include the influence of purely technical apects of IT-related services.
Conclusions: It appears to exist a"knowledge gap"between the IT-suppliers and the IT-customers concerning how to make use of the opportunities stemming from the newest IT-applications. The customers find it difficult to select among potential IT-suppliers on objective grounds. Trust in the supplier becomes very important. Trust can be achieved by means of personal contacts, the ability to speak the same language, reference projects and general knowledge about the customer's field of business.
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Kragelund, Emma, and Louise Danell. "Eftermarknadsservice - En hård nöt att knäcka : En kvalitativ studie om eftermarknadsservice och dess roll för olika funktioner inom företaget." Thesis, Linköpings universitet, Företagsekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-139447.
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Bakgrund: Eftermarknadsservice har både i tidigare forskning och praktiken länge setts som en svårkontrollerad funktion och även ett nödvändigt ont. Som en potentiell källa till konkurrenskraft genom innovation, marknadsföring, ökad kundnöjdhet och lönsamhet ställer vi oss därför frågan varför företag inte lyckas uppnå eftermarknadsservicens fördelar. Hur ser man egentligen på eftermarknadsservice? Kan det vara så att man inom företaget inte är ense om vad eftermarknaden ska bidra med? I så fall, vad beror det på, och vad får det för konsekvenser förföretaget? Syfte: Studiens syfte är att beskriva och skapa djupare förståelse för eftermarknadsservice och dess roll för olika funktioner inom företaget - samt att utreda vad deras syn beror på samt vad det får för konsekvenser. På så sätt syftar studien till att i förlängningen bidra med ny kunskapom vad det är som skapar de problem eftermarknaden upplever och hur dessa kan undvikas. Metod: Studien är av kvalitativ karaktär och utgår från ett hermeneutiskt perspektiv. Frågeställningar besvaras genom empirisk data som fåtts via djupgående intervjuer och egna observationer på det utvalda fallföretaget. De utvalda respondenterna innehar funktioner såsom direktör, eftermarknadschef, kundservicechef, produktchef, servicemedarbetare och servicetekniker. Slutsats: Olika funktioner inom företaget har olika syn på vad eftermarknadsservice ska bidramed. Till stor del ser de anställda hur eftermarknaden ska bidra till deras egen funktion och saknar helhetsperspektiv på dess potential. Detta identifierar vi som ett problem då konsekvensen blir att företaget går miste om funktionens potential som drivare av både kundnöjdhet, marknadsföring, innovation och lönsamhet. Vidare indikerar våra resultat att den enkelsidiga syn på eftermarknadsservice som finns i huvudsak beror på tre faktorer. Dels företagskulturen som bör underbygga gemenskap och vara öppen för förändring, dels hur man delar och integrerar kunskap för att inte gå miste om humankapital i form av tyst kunskap och slutligen hur organisationens struktur ser ut i grunden för att underbygga dessa andra aspekter.Background: After Sales Service is a disputed function which in practice and former research has been viewed upon as difficult to control and as a necessary evil. As a potential source of competitiveness through innovation, marketing, increased customer satisfaction and profitability we asked ourselves why businesses does not reach the true benefits of after sale services. How does different functions within the company view aftersales and its roll? Are there different views on what aftersales services should contribute with? And if that is the case, why is that and what are the consequences for the company? Purpose: The purpose of the study is to contribute to a deeper understanding of after sales services and its roll for different functions within the company. Further more to examine what different views are based on and what the consequences of this are. Through this, the study aims to by extension contribute to the understanding of what creates the troubles aftersales services are experiencing and how to mitigate them. Research method: The study is based on a qualitative research method with a hermeneutic approach. The research questions are answered through empirical data collection through interviews and observations at the chosen case company. The chosen respondents interviewed are the general manager, the aftersales service manager, the customer service manager, the product manager and several service employees and technicians. Findings: Different functions within the company have different views on what the aftersales should contribute to. In a big sense the employees see more to their own function and lacks a lager perspective on the potential of after sales services as a whole. We find this troublesome though it leads to that the company misses out on some of the potential after sales services can bring as a driver of customer satisfaction, marketing, innovation and profitability. Further more, our results indicates that the one-sided perspective on the function could depend on three different factors. Firstly the organisational culture which should support community and be open to change. Secondly how the company is sharing and integrating knowledge to decrease the loss of tacit knowledge, and lastly what the base of the organisational structure is to support these aspects.
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Schieltz, Travis. "Sales, parts, and service performance evaluation tool." Thesis, Kansas State University, 2016. http://hdl.handle.net/2097/35773.
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Master of AgribusinessDepartment of Agricultural Economics
Jeffery R. Williams
For the past couple years, farm income has declined due to lower prices for corn, soybeans, and wheat. This decline has caused agricultural producers to keep equipment longer, which has affected equipment sales at John Deere. When times are good, producers buy new and trade used equipment, but when a producer’s profit is lower than previous years, they tend to save their money for input costs for the next growing season. The decline in farm income has had a negative effect on agriculture sales, but dealers can maintain their market share goals and still be profitable if they adjust their focus to other areas of their business, including sales of parts and equipment service. The goal of this study is to create an analysis tool that field managers can use to help dealers see the potential sales, profit, and pay for performance that they are missing because they are not up to suggested guidelines for sales of parts and equipment service. The tool includes several metrics from an existing report called the Categorization Report. These metrics are Dealer Performance Market Share, Aftermarket Performance Factor, Service Market Performance Factor, and Net Operating Return on Sales. The tool calculates the differences between the dealer metrics and John Deere metrics. Further, this tool is used to compare an individual dealer to other dealer averages and determine what a high performance, fully optimized dealer looks like and how much more a dealership could be selling in sales, parts and service to be a sustainable business in today’s economy. The tool is used to examine three scenarios to demonstrate its flexibility. These scenarios include a top-ten dealer, a large-scale above-average dealer, and a merger of three dealerships. The spreadsheet tool will display a two-page summary that shows how a dealership compares with other dealers that are similar in size and how they compare to the top-ten elite dealers in their category. The summary will also include market share maps to show which dealer-specific geographical areas need improvement to earn more sales in the future.
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Jomaa, Fadel, and Olga Cherednichenko. "Issues of after-sales service quality assessment." Thesis, Національний технічний університет "Харківський політехнічний інститут", 2011. http://repository.kpi.kharkov.ua/handle/KhPI-Press/46404.
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Turri, Wagner Fernando. "Determinantes da intenção de uso de serviços pessoais: um estudo em assessoria esportiva e salões de beleza." reponame:Repositório Institucional do FGV, 2009. http://hdl.handle.net/10438/4773.
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Previous issue date: 2009-08-21T00:00:00ZThe intention to use a service category and its model receiving relevant interest in academic as predictor of purchasing behavior, as well as alternative models of behavior which assume that individuals will recall from their previous experiences with service providers. For believing this premise, usually marketers focus their efforts and actions on the choice level of service provider, forgetting to pay attention to earlier stages and to purchase services antecedents, which has an important role on the intention to use a service category. Elements linked to service as quality and price are related to consumer perceptions about the category which summed to their previous experience, expectations of benefits and financial condition will change customer intention to behave in favor or against hiring a service provider. In order to understand this process, current dissertation empirically assesses two categories of personal services (beauty salon and sports advisory) highlighting the importance of antecedents to intention to use. The addition of variables such as prior perceived quality and word-of-mouth as predictors of intention were supported, suggesting changes in the current state of the theory of intention to use.
A intenção de uso categoria de serviços e seu modelo vêm recebendo relativo interesse no meio acadêmico tanto como preditora do comportamento de compra, quanto como alternativa aos modelos de comportamento, os quais presumem que o indivíduo se recorda de suas experiências prévias com prestadores de serviços. Por acreditarem nesta premissa, normalmente os profissionais de marketing focam suas ações e esforços no nível de escolha do prestador do serviço, não atentando para as fases anteriores e aos antecedentes da compra do serviço, os quais têm um papel importante sobre a intenção de uso da categoria de serviço. Elementos relacionados ao serviço como qualidade e preço estarão relacionadas às percepções do consumidor sobre a categoria e somadas à sua experiência prévia, expectativa de benefícios e condição financeira alterarão a intenção deste se comportar a favor ou contra a contratação do prestador de serviço. Com objetivo de entender tal dinâmica esta dissertação avalia empiricamente duas categorias de serviços pessoais (salão de beleza e assessoria esportiva) evidenciando a importância dos antecedentes à intenção de uso. A adição de variáveis como qualidade prévia percebida e comunicação boca-a-boca como preditoras da intenção foram suportadas, sugerindo mudanças no estado atual da teoria de intenção de uso.
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Karlsson, Mathias. "Sales Information Provider." Thesis, Linköping University, Department of Science and Technology, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-7174.
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Sammanfattning, max 25 rader. :
Denna rapport utreder möjligheten till att ta in stora mängder data in i en databas och göra sammanslagningar. Detta för att sedan skicka en mängd data på ett smidigt sätt till en klient som ska bearbeta datat. Arbetet sträcker sig från databas till ett API möjligt att implementera i en applikation som önskar hämta informationen. Arbetet innebär en intelligent hämtning av data för visualisering. Det är ett av två examensarbeten som ligger till grund för en visualisering av försäljningsdata för sportbutikskedjan Stadium AB. Stadium AB har idag ca 80 butiker, vilket innebär en stor försäljning per vecka. Tanken är att detta ex-jobb tillsammans med det parallellt gående ex-jobbet ska vara till hjälp för Stadium AB vid inköp av produkter till nästkommande säsonger. Det ex-jobb som löpte parallellt med detta visualiserar mängden av produkter som säljs för en viss tidpunkt vilket ger Stadium möjlighet att se vilka tidpunkter de har för lite produkter i butiken samt när de har för mycket produkter. Detta ex-jobb ska förse visualiseringsapplikationen med den information som krävs. Sales Data Provider, som applikationen heter, bygger på en datalager lösning som grund. Den innehåller beräknade försäljningsdata på olika nivåer för att lätt kunna gräva sig ner i hierarkin och se information om hur olika produkter säljer. Som transportmedel från datalager till klient använder den Web Services med XML som media, för att möjliggöra en distans mellan datalager och klient. Dessutom innehåller den en logisk klient som tar hand om alla anrop mot Web Servicen och exponerar ett API som visualiseringsapplikationen kan använda sig av. Klienten innehåller både logik för att hämta data från Web Servicen och att exponera data genom en objektmodell.
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Barre, Thibaud. "L’application du droit de la concurrence au marché de l’automobile : contribution à l’étude du régime concurrentiel des biens complexes." Thesis, Montpellier 1, 2010. http://www.theses.fr/2010MON10058/document.
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L'objectif poursuivi par la Commission européenne à travers la réglementation de la concurrence consiste en l'intégration des marchés nationaux en un marché communautaire unique. À cet effet, l'exécutif européen a très tôt érigé le secteur automobile en vecteur privilégié de cette unification, établissant un régime concurrentiel des restrictions verticales insérées dans les accords de production et de distribution automobile plus efficient que ne l'est le régime général des restrictions verticales. Désireuse, dans un premier temps, d'appréhender toujours plus finement les réalités économiques du secteur, la Commission a par la suite pris conscience de l'importance des services après-vente dans le processus concurrentiel. Il y a alors là les deux pans du régime automobile. D'une part, une appréhension de la conjoncture économique du secteur, d'autre part une prise en compte de la nature complexe du bien automobile. Cette dernière, commune à tous les biens intégrant des droits intellectuels et auxquels sont intrinsèquement liés des services après-vente, justifie donc des règles de concurrence particulières ne bénéficiant pourtant qu'au seul bien automobile. L'objectif de ce travail de recherche s'est alors axé sur la distinction des deux pans du régime automobile afin d'identifier les dispositions commandées par la nature complexe, pour ensuite proposer leur application à l'ensemble des biens complexesThe European Commission's object through the regulations of the competition consists of the integration of the national markets within a unique community market. For that purpose, the European executive did present as soon as possible the car industry as a privileged vector of this unification, setting up a competitive system of the vertical limitations within the agreements of production and distribution more efficient than is the overall system. Willing, at first, to arrest always shrewdly the economic realities of the sector, the Commission came around the importance of after-sales services in the competitive process afterward. Here are then both sections of the car industry system. On one hand, an apprehension of the economic situation of the sector, on the other hand a consideration of the complex nature of the car goods. This last one, as for all the goods including intellectual rights and to whom are intrinsically linked after-sales services, justifies therefore particular rules of competition and yet benefiting the car industry only. The goal of this research work was then focused on the distinction of both sections of the car industry system, to identify the rules commanded by the complex nature in order to propose their application to the whole of the complex goods thereafter
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Lowther, Dwain Eldred. "Customer relationship management: A financial perspective." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2694.
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This paper focuses on methods for financial institutions to perform precise customer level analysis to anticipate customers' evolving financial needs and maximize the lifetime value of each customer relationship. The paper proposes software packages that analyze customer relationship management from a financial perspective.
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Johansson, Pontus. "Adapting manufacturing strategy to industrial after-sales service operations." Doctoral thesis, Linköping : Department of Production Economics, Linköping Institute of Technology, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-7026.
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Ramadan, Gamil, and Olga Cherednichenko. "Simulation model of after-sales service process of office equipment." Thesis, Національний технічний університет "Харківський політехнічний інститут", 2011. http://repository.kpi.kharkov.ua/handle/KhPI-Press/46405.
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Zotelli, Valeria. "Do direito de crédito no regime não cumulativo de apuração do ICMS: subespécies, conceitos e questões controvertidas." Pontifícia Universidade Católica de São Paulo, 2015. https://tede2.pucsp.br/handle/handle/6749.
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Previous issue date: 2015-03-11The purpose of this paper is to seek, pursuant to the eminently legal system, the definition of the concepts in input, fixed assets and consumables within the scope of ICMS (Value Added Tax on Sales and Services), which elements are essential to provide effectiveness to non-cumulativeness, to which such tax is submitted. The selection of the theme results from the fact that each State of the Federation ascribes to such concepts distinct definitions, which ends up restricting the consumers right to enjoy ICMS credits. Therefore, the non-cumulative structure of the ICMS is analyzed within the scope of the Federal Constitution and Complementary Law 87/96. In addition, given the matter s eminently practical character, the treatment given to the manner by the laws of some States and by the Judiciary Power is analyzed as an example. Further, matters regarding the so called tax war are analyzed. Finally, alternatives are suggested to minimize the set of problems under study
O presente trabalho tem por objetivo buscar, sob a ordem eminentemente jurídica, a definição dos conceitos de insumo, de ativo imobilizado e de material de uso e consumo no âmbito do ICMS, elementos essenciais para se dar efetividade à não cumulatividade, à qual referido imposto está submetido. A escolha do tema decorre do fato de cada Estado da Federação atribuir a esses conceitos definições distintas, o que acaba por restringir o direito de aproveitamento de créditos do ICMS pelos contribuintes. Para tanto, analisa-se a estrutura não cumulativa do ICMS no âmbito da Constituição Federal e da Lei Complementar 87/96. Além disso, dado o caráter eminentemente prático da questão, analisa-se, exemplificativamente, o tratamento dado à matéria pela legislação de alguns Estados e pelo Poder Judiciário. São analisadas, também, questões atinentes à chamada guerra fiscal. Por fim, são sugeridas alternativas para a minimização da problemática estudada
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Morina, Albana, and Luna Zeweldi. "B2B Sales : Kriterier för leverantörsval." Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-13474.
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Business-to-Business (B2B) beskriver relationen mellan två företag där ett företag säljerprodukter eller tjänster till ett annat företag. I dagens konkurrenshårda marknad gäller det för ett företag att ständigt sträva efter att ligga ett steg före för att öka chansen att överleva. Dessutom kan dagens kunder söka och jämföra det de vill ha med bara ett klick på internet vilket leder till att företag förväntas att ständigt förbättra och utveckla sina produkter för att tillfredsställa sina kunder. Syftet med detta arbete är att ta reda på vad kunderna anser är viktigt vid val av leverantör och om miljöaspekten är avgörande för kunden vid val avleverantörer. En litteraturundersökning som kompletterades med en enkätundersökning genomfördes för att få svar på vilka av de fyra aspekter (kvalité, miljö, service, pris) är avgörande vid val av leverantör. Gruppen har använt sig av ett företag inom textil- och konfektionsbranschen som utgångspunkt för vilka företag enkäterna skulle skickas till. Undersökningen baseras främst på företag inom hotellbranschen i områdena Göteborg, Borås, Varberg och Falkenberg. Gruppen har använt sig av enkäter där deltagarna tillfrågades hur avgörande aspekterna kvalité, miljö, pris och service är vid val av leverantör av arbetskläder. Resultatet av litteraturstudien visar att kvalité och service är avgörande vid val av leverantör i ett B2B sammanhang och att pris inte är lika avgörande. Resultatet av enkätundersökning visar att samtliga hotell som deltog i undersökningen anser att det mest avgörande vid val avleverantör är kvalité och näst viktigast är miljö. Service och pris hamnade på en tredjerespektive fjärde plats i rangordning.Business-to-Business (B2B) describes the relationship between two companies where one company sells products or services to another company. In today's highly competitive market, businesses are forced to continually improve and develop their products in order to satisfy their customers. In addition, today's customers can search and compare what they want just with just one click on the internet, which means that companies are expected to constantly improve and develop their products to survive in the highly competitive market. The purpose of this work is to find out what customers consider important in choosing a supplier and whether the environmental aspect is crucial for the customer in choosing suppliers. A literature study supplemented with a survey was conducted to find answer on which of the four aspects (quality, environment, service, price) is crucial in selecting a supplier. The group has used a company in the textile and clothing industry as the starting point for which companies the questionnaires were to be sent to. The survey is primarily based on companies in the hotel industry in the areas of Gothenburg, Borås, Varberg and Falkenberg. The group has used questionnaires where participants were asked how crucial aspects of quality, environment, price and service are when choosing a supplier of work clothes. The outcome of the literature study shows that quality and service are crucial in choosing a supplier in a B2Bcontext and that price is not as crucial. The results from the survey indicate that all hotels participated in the survey find that the most crucial in choosing a supplier is quality and the second most important is the environment. Service and award ended in a third and fourth place in ranking.
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Wendin, Ingrid, and Per Bark. "Data at your service! : A case study of utilizing in-service data to support the B2B sales process at a large information and communications technology company." Thesis, Linköpings universitet, Industriell ekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-176403.
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The digitalization of our society and the creation of data intense industries are transforming how industrial sales can be made. Large volumes of data are generated when businesses and people use digital products and services which are available in the modern world. Some of this data describes the digital products and services when they are in use, i.e., it is in-service data. Furthermore, data has during the last decade been seen as an asset which can improve decision-making and has made sales activities become increasingly customer specific. The purpose of this study was to explore how knowledge from in-service data can serve B2B selling. To realize this purpose the following three research questions were answered by conducting a single case study of a large company in the information and communications technology (ICT) industry. (RQ1) How does a company in a data intense industry use knowledge from in-service data in the B2B sales process? (RQ2) What opportunities does knowledge from in-service data create in the B2B sales process? (RQ3) What challenges hinder a company from using knowledge from in-service data in the B2B sales process? RQ1: This study has concluded that, in the context of a data intense industry, throughout the steps in the B2B sales process, knowledge from in-service data is actively used by the sales team, however, to varying degrees. In-service data is used in six categories of sales activities: (1) to understand the customer in terms of their technical and strategical needs, which enables lead generation and cross-selling, (2) to make information from in-service data available through data collection, storage, and analyses, (3) to nurture the relationship between buyer and seller by creating understanding, trust and satisfactory offers to the customer, (4) to present solutions with convincing arguments, (5) to solve problems and satisfy the customer’s needs, and (6) to provide post-sale value-adding services. Moreover, three general resources which are used in the activities were identified: An audit report which presents the information of the data, a plan which presents strategic expansions of the solution, and simulations of the solution. Furthermore, four general actors who are performing the activities were identified: the Key Account Manager (KAM) who is responsible for conducting the sales interactions with the customer, the sales team, and the presales team who both support the KAM, and the customer. In addition to the general resources and actors, companies may use step-specific resources and actors. RQ2: Four categories of opportunities were identified: knowledge from in-service data (1) assists KAMs in discovering customer needs, (2) guides the KAM in creating better customer specific solutions, (3) helps the KAM move the sale faster through the sales process, and (4) assists the company in becoming a true partner who provides strategic services, rather than acting as a supplier. RQ3: Finally, four categories of challenges were identified: (1) organizational, (2) technological, (3) cultural, and (4) legal & security. Out of these, obtaining access to the data was identified as the greatest challenge to use in-service data. The opportunities and the challenge to access data are deemed to be general for companies in data intense industries, while the other challenges are depending on the structure, size, and culture of the individual company. The findings of this study contribute to a general understanding of how companies in data intense industries may use knowledge from in-service data, what opportunities this data create for their B2B sales process, and which challenges they face when they pursue activities which use the knowledge from in-service data. To conclude, in-service data serves B2B selling especially as a source of customer knowledge. It is used by salespeople to understand the customer in terms of its technical and strategical needs and salespeople use this knowledge to conduct various customer-oriented sales activities. In-service data creates several opportunities in B2B sales. However, several challenges must be overcome to seize the opportunities. Especially the question of data access.
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Tang, Qunhong. "Time dependent after-sales field service system planning /." Diss., 2005. http://gateway.proquest.com/openurl?url_ver=Z39.88-2004&rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation&res_dat=xri:pqdiss&rft_dat=xri:pqdiss:3167082.
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Tang, Kuei-Kun, and 湯桂崑. "The efficiency of sales services in personal computer industry." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/12741148663648158654.
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碩士元智大學
資訊管理研究所
91
The way in selling personal computer already turns into shopping mall instead of conventional stores. In traditional sales mode, the computer companies which focus on service come slim of competitive market as usual. Therefore, “Are computer products no longer need more service as before? Or computer industries need a professional service company to handle their products?” is as a research worker to rise and develop to compete with direct sales, shopping mall and shopping TV. According to the concept above, this research is focus on understanding customers who has different expectation and experience on products service between nowadays and past. Question form, one of the ways to collect and to research the demand of behavior and service on different group of customers. Also to understand the level of service satisfaction and service items which those are customers respecting. After doing the research, the levels of customer’s satisfaction on personal computer service, all of 25 balance items fall in minus area, on attitude measurement, the quality of computer product service cannot be satisfied by customer’s demand and requirement. This also means that customers doesn’t satisfy the presently product service. This research also founds that the list of service item also important to customers. The results from this research are valuable to companies which are computer sales and service relative that they can follow to improve their service quality.
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Lee, Chia Yuan, and 李佳原. "Effects of multi-pricing: sales of services via internet." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/91031239822092215685.
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Hunag, Mei-Yi, and 黃美飴. "The Study of Customer Satisfaction in After-Sales Service of Electronics Manufacturing Services Industry." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/85661884475784457134.
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碩士國立雲林科技大學
全球運籌管理研究所碩士班
97
The development of the information industry, causing the new consumer electronics products are introduced more constantly. Consumers are getting higher and higher demands for after service, quality, reliability, safety on electronics products. After-sales service is no longer considered only an additional condition, but as an important part of the products. It is also one of the important factors which make consumers consider whether to buy the electronic product. Therefore, electronics manufacturing services need to enhance their ability to integrate and strengthen the capacity in the design, manufacturing technology, logistics integration skill services in order to reinforce industrial competitiveness for brand customers. This study focused on the after-sales service of customer satisfaction from electronics manufacturing services for the brand customer. This study applies PZB service quality measure dimensions and the SERVQUAL scale, the attitude of attributes and customer satisfaction measure dimensions to survey the after-sales service satisfaction from consumer electronics business group via questionnaire. The findings of the study are（1）The service quality and service attitude dimensions have positive relationship with customer satisfaction.（2）The service attitude dimensions are significantly correlated with service quality.（3）The "Commitment of turn around time" needs to re-view and strengthen entire process to enhance customer satisfaction, loyalty and re-purchase willingness.（4）Customers think highly degree of service quality, service attitude and customer satisfaction no matter their geographic location and time difference. Service attitude and service quality is the basic variables of customer satisfaction and have significantly direct impact. The study could be a reference for related companies to do investment, management and improvement in after-sales services field.
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Tsou, Chien-Kuo, and 鄒建國. "The After-Sales Maintenance Services Strategy ofthe Electronics Manufacturing Companies." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/53358460425447079502.
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碩士元智大學
管理研究所
97
In the after-sales maintenance services operation field, most of the strategy is outsourcing the repair companies, repair factories or sale points worldwide. A after-sales maintenance contract is signed by both of them. According to the outsourcing strategy, manufacturing factories meet an issue that the repair events accompanying repair expenses. It’s a very heavy burden for them. First of all, collect the relevant literatures of the after-sales maintenance services, and edit the categories from them. Secondly, find the experts in after-sales service field to have the depth interviews. Finally, the interview records are coded by 3 coders. According to the content analysis results, repair records, authorized by the outsourcing management and the repair expense are the most high among the 6 factors from the literatures; the interviewees believe that the 3 factors will affect the trust between the repair maintenance provider and the outsourcing unit. Beside, in other category, there are 4 topics that should be taken notice. They are the following items, repair classification, audit, service maintenance training, and database maintenance.Based on the study, there are the following four conclusions. 1. A check list to filter the repair data for reducing the maintenance cost. 2. Set a repair classification with differential pricing. 3. Increase the level of trust by visiting the key men, such as the senor engineers, or the boss of the repair center. 4. Write the service manual or hold a forum for the repair engineers to increase their repair ability, which can avoid incorrect repairing methods or not being able to complete the repair process within the standard time.
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Marinho, Diana Sofia Silva. "Understanding the customer experience and designing new services for after-sales service in food retailing." Master's thesis, 2021. https://hdl.handle.net/10216/135253.
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Marinho, Diana Sofia Silva. "Understanding the customer experience and designing new services for after-sales service in food retailing." Dissertação, 2021. https://hdl.handle.net/10216/135253.
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