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A Conceptual Framework Enabling Understanding of Customer Satisfaction Drivers of Digitalised Vendor Managed Inventory
University of Gävle, Faculty of Education and Business Studies, Department of Business and Economic Studies, Business administration. (HARira)
University of Gävle, Faculty of Education and Business Studies, Department of Business and Economic Studies, Business administration. (HARira)ORCID iD: 0000-0003-0477-855x
2018 (English)In: Conference Book of Abstract Proceedings: The 6th International Symposium on Multidisciplinary Research on Social Sciences and Management studies (MRSSM), 2018, p. 4-4Conference paper, Published paper (Refereed)
Abstract [en]

This work responds to calls for more studies on customer satisfaction drivers associated with Industrial Vending Solutions (a unique form of vendor-managed inventory) implementation. It identifies key drivers of customer satisfaction and positive service quality perception as well as trust and commitment indicators for business-to-business industrial vending systems by asking: How is the customers perceived service quality impacted by the suppliers execution of the IVS dimensions and what customer satisfaction drivers can be derived? Through an explanatory approach, qualitative data on multiple cases was gathered. 14 in-depth semi-structured interviews were held with customers. We draw upon the consumer satisfaction paradigm to analyse post-usage satisfaction with application service providers services. Solution characteristics of industrial vending systems impact service quality perception through compliance with customer requirements. Customer satisfaction drivers were identified for the investigated industrial vending system, the most important being efficiency, user-friendliness and timeliness. Further, the presence of trust in customer-supplier relationships positively impacts trust and commitment intentions. A conceptual framework builds on knowledge on customer satisfaction which managers can incorporate into the value promise design, product development and marketing strategies.

Place, publisher, year, edition, pages
2018. p. 4-4
Keywords [en]
Service Quality, Value Co-Creation, Commitment, Trust, SMEs
National Category
Other Computer and Information Science Business Administration
Identifiers
URN: urn:nbn:se:hig:diva-31262OAI: oai:DiVA.org:hig-31262DiVA, id: diva2:1377069
Conference
The 6th International Symposium on Multidisciplinary Research on Social Sciences and Management studies (MRSSM), Association of Social Sciences and Humanities, Hotel Mystays Ochanomizu Conference Center, Tokyo, Japan, November 24-25 2018.
Projects
HARira/DigIT
Note

ISBN: 9786026427716

Proceedings abstracts: https://anissh.com/wp-content/uploads/2018/11/Abstract-proceedings.pdf

Available from: 2019-12-10 Created: 2019-12-10 Last updated: 2019-12-12Bibliographically approved

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Fjellström, DaniellaOsarenkhoe, Aihie

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • sv-SE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf