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Buying decisions, the impact of customer administration quality
Blekinge Institute of Technology, School of Management.
2010 (English)Independent thesis Advanced level (degree of Master (One Year))Student thesis
Abstract [en]

In the competitive market of Information Technology Maintenance Services, the understandings of the key components affecting sales are important to survive in the market. Centres of Excellence are created with the aim of being a more standardised and cost efficient solution for customer services. Is the quality of the vendor customer administration important in business-to-business sales and procurement situations? Furthermore, does it affect the next sale for the vendor? The overall purpose of this work is to give guidance in terms of how cost saving programs in the customer administration area can affect sales in a long-term perspective. The hypothesis; Past vendor customer administration quality does impact the customer decision to buy again from the same vendor; has been designed to show which key components within customer administration, such as invoices and disputes, impacts the decision.

Place, publisher, year, edition, pages
2010. , 61 p.
Keyword [en]
Buying, sales, invoicing
National Category
Business Administration
Identifiers
URN: urn:nbn:se:bth-6128Local ID: oai:bth.se:arkivexD0E95CBCD7BC87F0C125778E00663481OAI: oai:DiVA.org:bth-6128DiVA: diva2:833554
Uppsok
Social and Behavioural Science, Law
Supervisors
Available from: 2015-04-22 Created: 2010-08-29 Last updated: 2015-06-30Bibliographically approved

Open Access in DiVA

fulltext(305 kB)214 downloads
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Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf