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  • 1
    Electronic Resource
    Electronic Resource
    Maintenance of machinery: Negotiating service contracts in business-to-business marketing (2004)
    Bingley : Emerald
    International journal of service industry management 15 (2004), S. 400-413 
    Details
    ISSN: 0956-4233
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: As industrial products are becoming more advanced and complex, the role of supporting services needed to exploit a product's function to an agreeable performance is becoming increasingly important. To achieve the best performance, industrial customers are entering into service contracts with the original equipment manufacturers (OEM) or independent service providers. This, in turn essentially involves service contract negotiation between OEM/service provider and the client. If such contracts are not negotiated carefully, it may lead to conflict and poor system performance. To achieve a win-win situation for both parties, aspects such as what services to deliver, who is to deliver them, how they are to be delivered and received, and at which performance level, need to be considered in the negotiation process and agreed upon by both the provider and the client. A conceptual framework has been developed for service delivery negotiation process based on review of literature and analysis of results from a survey conducted to study the existing approaches being practiced by the industrial organizations to negotiate a service contract.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09564230410552077
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    Paper (German National Licenses)
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  • 2
    Electronic Resource
    Electronic Resource
    A conceptual framework for the development of a service delivery strategy for industrial systems and products (2004)
    Bradford : Emerald
    The @journal of business & industrial marketing 19 (2004), S. 310-319 
    Details
    ISSN: 0885-8624
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Service and product support are increasingly critical elements in the achievement of customer satisfaction and winning new markets. The success of a product support strategy depends on how effectively these services are delivered. The focus of this paper is on performance enhancement through the use of service delivery strategies; critical factors in the marketing of product support and service-related contracts that, in turn, foster customer satisfaction, based on industrial systems in a multinational environment. Considered in the framework are product design characteristics such as reliability, maintainability, customer's organizational culture and geographical location, for functional as well as conventional products. The paper advocates an increased focus on support to customers within the framework, introduces a modified service gap model and suggests an approach that reduces any gap between expected and required services. An evaluation of service delivery performance is emphasized.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08858620410549938
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  • 3
    Electronic Resource
    Electronic Resource
    Social capital and the dynamics of business negotiations between the northern Europeans and the Chinese (2003)
    Bingley : Emerald
    International marketing review 20 (2003), S. 262-285 
    Details
    ISSN: 0265-1335
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: The paper assesses the impact of social capital on the dynamics of Sino-northern European business negotiations. It is argued that, while conflicting negotiation styles create interactional difficulties between the Chinese and the northern Europeans, the impact of the interactional difficulties on the processes and outcomes of negotiations is critically dependent on the pre-existing level of social capital among the negotiators. Social capital has three major components, namely cognitive, relational, and structural. The cognitive dimension highlights the level of shared understanding among the actors; the relational dimension focuses on the affective bonding among the actors; while the structural dimension highlights the nature of interconnectedness among the actors. This is an exploratory study conducted through in-depth interviews with 24 northern Europeans and 15 Chinese managers, who have been negotiating with each other for several years. We highlight the linkages between the different dimensions of social capital and negotiation processes and outcomes, and conclude with implications for research and practice.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/02651330310477594
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