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Customer Satisfaction Drivers for Industrial Vending Systems: Evidence from the Manufacturing Industry
Högskolan i Gävle, Akademin för utbildning och ekonomi, Avdelningen för ekonomi, Företagsekonomi.
Högskolan i Gävle, Akademin för utbildning och ekonomi, Avdelningen för ekonomi, Företagsekonomi.
2017 (engelsk)Independent thesis Advanced level (degree of Master (One Year)), 10 poäng / 15 hpOppgave
Abstract [en]

Problem: Development of a firm’s offering is a vital weapon for competition. Obtaining knowledge on customer expectations and translating those into product development and superior service delivery is surrounded by prioritisation decisions. Industrial vending systems are proven to be a growing field in terms of deployments but have received little academic attention, especially regarding service quality perception to support customer-oriented innovation processes for suppliers, facilitating such decisions.

Purpose: To identify key drivers of positive service quality perception and customer satisfaction as well as trust and commitment indicators for business-to-business industrial vending systems.

Method: Through an explanatory approach, qualitative data on multiple cases was gathered. 14 in-depth semi-structured interviews were held with customers currently using a specific industrial vending system.

Conclusion: Solution characteristics of industrial vending systems impact service quality perception through compliance with customer requirements. A total of 13 customer satisfaction drivers were identified for the investigated industrial vending system, the most important being efficiency, user-friendliness and timeliness. Further, the presence of individual- and company level trust in customer-supplier relationships positively impacts commitment intentions.

Contribution: Adds novel knowledge on customer satisfaction for industrial vending systems and contributes with suggestions for managers on how trust and commitment affect customer satisfaction, which can be incorporated into the value promise design, product development and marketing strategies.

sted, utgiver, år, opplag, sider
2017. , s. 69
Emneord [en]
Industrial Vending Systems, Industrial Product-Service Systems, Service Quality, Value Co-creation, Customer Satisfaction, Commitment, Trust
HSV kategori
Identifikatorer
URN: urn:nbn:se:hig:diva-23654OAI: oai:DiVA.org:hig-23654DiVA, id: diva2:1075423
Fag / kurs
Business administration
Utdanningsprogram
Business administration – master’s programme (one year)
Veileder
Examiner
Prosjekter
ISNET (finansierad av KK-stiftelsen)Tilgjengelig fra: 2017-04-11 Laget: 2017-02-19 Sist oppdatert: 2017-05-16bibliografisk kontrollert

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