From after-sale service to e-commerce – A roadmap for implementing e-services in an industrial B2B context
Hiltunen, Anna (2017)
Pro gradu -tutkielma
Hiltunen, Anna
2017
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2017102750338
https://urn.fi/URN:NBN:fi-fe2017102750338
Tiivistelmä
The objective of this research was to develop an implementation framework for an online after-sales service platform with a special focus on spare part supply. The research design is a single in-depth case study with multiple units of analysis. Data was collected based on mixed-method. Internal interviews and observation were used. Further, a customer survey was conducted and generic benchmarking with two other companies was performed. The results from the customer survey suggest information quality is preeminent for the provision of after-sales relevant information online. Information must be complete, correct and up-dated. The system quality fosters the acquisition of information, stimulates self-service and is predominant for spare part ordering. Service quality was not found to be of great significance.
Extensive literature review has been composed related to the three key elements of this study. Firstly, the after-sales management was examined and relevant elements for the online platform were detected. Secondly, product information management was considered as vital for the spare part provision and for the e-commerce implementation. Thirdly, e-business, e-commerce and e-services were illuminated. As a result, an implementation framework was developed and tested. This research presents both theoretical and managerial contributions.
Extensive literature review has been composed related to the three key elements of this study. Firstly, the after-sales management was examined and relevant elements for the online platform were detected. Secondly, product information management was considered as vital for the spare part provision and for the e-commerce implementation. Thirdly, e-business, e-commerce and e-services were illuminated. As a result, an implementation framework was developed and tested. This research presents both theoretical and managerial contributions.
Kokoelmat
Samankaltainen aineisto
Näytetään aineisto, joilla on samankaltaisia nimekkeitä, tekijöitä tai asiasanoja.
-
Rakenteinen palvelutuotemääritys palvelutarjoaman ja palveluiden elinkaaren aikaisen johtamisen tukena
Laitinen, Sari (2012)Työssä on tutkittu palveluiden tuotemääritystä ja rakenteista johtamista teollisen palveluliiketoiminnan kehittämisen ja johtamisen tukena. Työ perustuu laajaan palveluiden johtamisen, teollisen palveluliiketoiminnan sekä ... -
Internet -palvelunhallinta
Asikainen, Aarre (2000)Internet -palvelunhallinnan rooli kasvaa tulevaisuudessa ja sen kehittäminen on yhä tärkeämpää. Palvelut kehittyvät monipuolisemmiksi, niiden laatu paranee ja käyttömäärät kasvavat. Erityisesti palveluiden sisällönhallinnan ... -
Servitization in the sales function : challenges and opportunities at the salesperson level
Vesterinen, Mikko (2019)Servitization has been an active research domain for most of 2000’s, although the terminology used has varied by the author. However, its effects on the sales function have only had modest attention. This study seeks to ...