Дисертації з теми "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.
Повний текст джерелаGoehring, Daniel Lynn. "A quest for sales." CSUSB ScholarWorks, 2001. https://scholarworks.lib.csusb.edu/etd-project/1996.
Повний текст джерелаAndersson, 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.
Повний текст джерелаLi, 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.
Повний текст джерелаWinkler, 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.
Повний текст джерелаUlrich, 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.
Повний текст джерелаArnold, 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.
Повний текст джерелаTerry, 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.
Повний текст джерелаMüller, 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.
Повний текст джерелаFragoeiro, 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.
Повний текст джерелаO 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.
Повний текст джерелаGothan, 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.
Повний текст джерелаBäckström, 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.
Повний текст джерелаAllt 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.
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.
Повний текст джерелаAndersson, 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.
Повний текст джерелаThe 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.
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.
Повний текст джерелаVizcarra, 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.
Повний текст джерелаThis 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.
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/.
Повний текст джерелаNordström, 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.
Повний текст джерелаFörsäljning 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.
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.
Повний текст джерелаRigato, 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/.
Повний текст джерелаIn 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.
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/.
Повний текст джерелаThe 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.
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.
Повний текст джерелаThe 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
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.
Повний текст джерелаThe 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.
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.
Повний текст джерелаMarknadsföringen 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.
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.
Повний текст джерелаFRASS, 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.
Повний текст джерела[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
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.
Повний текст джерелаDetta 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.
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.
Повний текст джерелаResende, 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.
Повний текст джерелаMade available in DSpace on 2015-03-23T19:23:10Z (GMT). No. of bitstreams: 1 desempenho_representantes.pdf: 1655903 bytes, checksum: 48911914e86e19e15e097422c36dc5f7 (MD5) Previous issue date: 2010
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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.
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.
Повний текст джерелаBackground: 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.
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.
Повний текст джерелаBackground: 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.
Schieltz, Travis. "Sales, parts, and service performance evaluation tool." Thesis, Kansas State University, 2016. http://hdl.handle.net/2097/35773.
Повний текст джерелаDepartment 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.
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.
Повний текст джерелаTurri, 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.
Повний текст джерелаThe 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.
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.
Повний текст джерелаSammanfattning, 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.
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.
Повний текст джерелаThe 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
Lowther, Dwain Eldred. "Customer relationship management: A financial perspective." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2694.
Повний текст джерелаJohansson, 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.
Повний текст джерелаRamadan, 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.
Повний текст джерелаZotelli, 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.
Повний текст джерелаThe 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
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.
Повний текст джерелаBusiness-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.
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.
Повний текст джерелаTang, 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.
Повний текст джерелаTang, Kuei-Kun, and 湯桂崑. "The efficiency of sales services in personal computer industry." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/12741148663648158654.
Повний текст джерела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.
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.
Повний текст джерелаHunag, 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.
Повний текст джерела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.
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.
Повний текст джерела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.
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.
Повний текст джерелаMarinho, 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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