Perceived quality in business relationships:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
Helsingfors
Hanken Svenska Handelshögskolan
1997
|
| Schriftenreihe: | Ekonomi och samhälle
66 |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | VII, 336 S. graph. Darst. |
| ISBN: | 9515555353 |
Internformat
MARC
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Datensatz im Suchindex
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| adam_text | TABLE OF CONTENTS
1 INTRODUCTION 1
1.1 Quality vs. relationships 2
1.2 Purpose of the study 10
1.3 Structure of the study 15
1.4 Research strategy 17
1.4.1 Research approach 17
1.4.1.1 Abductive logic 17
1.4.1.2 Case study approach 23
1.4.2 Widening the conceptual perspective 2H
1.4.2.1 Pilot study 29
1.4.2.2 Concept development 30
1.4.3 Deepening the conceptual framework 31
1.4.3.1 Selection of the case 32
1.4.3.2 Generating and interpreting the empirical data 34
1.4.4 Validity and generalisation of the developed framework 39
2 SCOPE ON QUALITY 47
2.1 KEY PERSPECTIVES ON QUALITY 47
2.7.7 Production-oriented view of quality 47
2.1.2 Service quality 52
2.1.3 Relationship quality 54
2.1.3.1 A service management oriented approach 5X
2.1.3.2 An IMP approach 60
2.2 Expanding the scope on quality 63
3 PERCEIVED RELATIONSHIP QUALITY MODEL 75
3.1 Quality in relationships 75
3.1.1 Aspects of relationship quality 75
3.1.1.1 Unit of perception 76
3.1.1.2 Scope of perception 79
3.1.1.3 Variation in interaction SI
ii
3.1.1.3.1 Critical incidents 82
3.1.1.4 Comparison standards 87
3.1.2 The basic PRQ model 90
3.2 Quality dimensions and domains in relationships 92
3.2.1 Interaction levels 94
3.2.2 Relationship quality domains 102
3.2.3 The technical dimension 108
3.2.4 The social dimension 118
3.2.5 The economic dimension 132
3.2.6 Discussion on quality dimensions and domains 152
3.3 The complete PRQ model 161
4 DEEPENING THE PRQ MODEL THROUGH AN EMPIRICAL CASE 165
4.1 Quality dimensions and domains 166
4.1.1 Technical quality dimension 166
4.1.1.1 Buyer s perceptions 171
4.1.1.2 Seller s perceptions 174
4.1.1.3 Technical quality in the relationship 177
4.1.2 Social quality dimension 180
4.1.2.1 Buyer s perceptions 184
4.1.2.2 Seller s perceptions 188
4.1.2.3 Social quality in the relationship 192
4.1.3 Economic quality dimension 195
4.1.3.1 Buyer s perception 201
4.1.3.2 Seller s perception 205
4.1.3.3 Economic quality in the relationship 208
4.2 Interaction levels 211
4.2.1 Variation in interactions 218
4.2.1.1 Critical incidents 218
4.2.1.2 Recovery 223
4.3 Perceptions of quality 227
4.3.1 Unit and scope of perception 227
4.3.2 Comparison standards 230
4.4 Discussion on the empirical study 234
iii
5 SUMMARY AND IMPLICATIONS 236
5.1 Summary of perceived quality in business relationships 236
5.2 Theoretical contribution 247
5.3 Managerial implications 252
5.4 Suggestions for further studies 255
REFERENCES 259
APPENDIX A: QUALITY IN IMP STUDIES 281
APPENDIX B: REVIEW OF QUALITY DIMENSIONS 284
APPENDIX C: CONDUCTED INTERVIEWS 286
APPENDIX D: INTERVIEW DISCUSSION THEMES FOR THE FIRST ROUND OF
INTERVIEWS 287
APPENDIX E: INTERVIEW DISCUSSION THEMES FOR FOLLOW-UP
INTERVIEWS 289
APPENDIX F: DESCRIPTION OF THE STUDIED FIRMS AND THEIR
RELATIONSHIP 290
APPENDIX G: EXCERPTS FROM THE INTERVIEWS 293
APPENDIX H: INDEX 331
iv
TABLES
Table 1. A comparison of key features of quality in the four perspectives .... 66
table 2. the technical dimension in a relationship 116
Table 3. Individual- and company-level content of the social dimension in a
relationship 126
Table 4. Social aspects on the individual and company level 128
Table 5. The social dimension in a relationship 131
Table 6. Summary of the economic aspects of a relationship 144
Table 7. Relationship benefits and costs in the economic dimension in a
relationship 146
Table 8. The economic dimension in a relationship 150
Table 9. Excerpts of BuyOff s perception of the composition process 171
Table 10. Excerpts of BuyOff s perception of the technical outcome 173
Table 11. Excerpts of SelMet s perception of the composition process 174
Table 12. Excerpts of SelMet s perception of the technical outcome 176
Table 13. Excerpts of BuyOff s perception of the social interaction process
184
Table 14. Excerpts of BuyOff s perception of the social interaction outcomes
186
Table 15. Excerpts of SelMet s perception of the social interaction process
188
Table 16. Excerpts of SelMet s perception of the social interaction outcomes
190
Table 17. Excerpts of BuyOff s perception of the economic processes 202
Table 18. Excerpts of BuyOff s perception of economic results 203
Table 19. Excerpts of SelMet s perception of the economic processes 205
Table 20. Excerpts of SelMet s perception of economic results 206
Table 21. Excerpts of perception on the relationship level 213
Table 22. Excerpts of perception on the sequence level 215
Table 23. Excerpts of perception on the episode level 216
Table 24. Excerpts of perception on the action level 217
Table 25. Excerpts of negative and positive critical incidents in the dyad ..219
V
Table 26. Origin of critical incidents 221
Table 27. Statements on sensitivity to variation 222
Table 28. Statements on prevention of problems and disruptions 224
Table 29. Excerpts of the recovery process 225
Table 30. Excerpts of different comparison standards in the studied dyad. 231
Table 31. Overview of studies on quality and related concepts within the
interaction and network approach 281
Table 32. Quality researchers and their developed quality dimensions 284
Table 33. Earlier quality dimensions related to the D D model 285
Table 34. List of conducted interviews 286
Table 35. A characterisation of the studied dyad 291
Table 36. Index of key words and definitions 331
vi
FIGURES
Figure 1. Paradigm shift in marketing (Strandvik 1996) 5
Figure 2. research strategy 12
Figure 3. Structure of the study 15
Figure 4. An illustration of different levels of depth when analysing the
empirical data on the technical dimension 38
figure 5. different types of exchange relations 44
Figure 6. different scope on quality management 64
Figure 7. different types of offering 69
Figure 8. The effect of embeddedness on relationship quality (adapted from
Hakansson and Snehota 1995a:45) 73
Figure 9. Different units of perceived relationship quality 77
Figure 10. Configurations of perceived relationship quality 77
Figure 11. Different scopes of perception 80
Figure 12. Critical incidents in a relationship 86
Figure 13. The basic PRQ model 90
Figure 14. The basic D D model 94
Figure 15. Different interaction levels in a relationship 96
Figure 16. Processes and outcomes on different interaction levels 99
Figure 17. The D D model compared with current quality dimensions and
determinants 107
Figure 18. Supplier relationship costs (Gronroos 1996:12) 138
Figure 19. Customer relationship costs (Gronroos 1996:7) 138
Figure 20. Quality perceptions in a dyad 154
figure21. the d d model in business relationships 157
figure 22. quality dimensions in different types of offering 158
Figure 23. Dynamics of perceived relationship quality 160
Figure 24. The complete PRQ model 162
Figure 25. Empirical explication of the technical dimension 169
Figure 26. Technical quality in the relationship 177
Figure 27. Empirical explication of the social dimension 182
Figure 28. Social quality in the relationship 192
vii
Figure 29. Empirical explication of the economic dimension 198
Figure 30. Economic quality in the relationship 209
Figure 31. Positioning the concept of perceived relationship quality 242
|
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| indexdate | 2024-07-10T00:00:16Z |
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| isbn | 9515555353 |
| language | English |
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| publishDate | 1997 |
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| series | Ekonomi och samhälle |
| series2 | Ekonomi och samhälle |
| spelling | Holmlund, Maria Verfasser aut Perceived quality in business relationships Maria Holmlund Helsingfors Hanken Svenska Handelshögskolan 1997 VII, 336 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Ekonomi och samhälle 66 Zugl.: Helsingfors, Svenska Handelshögskolan, Diss., 1997 Beziehungsmanagement (DE-588)4326109-7 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Kundenmanagement (DE-588)4236865-0 s Beziehungsmanagement (DE-588)4326109-7 s Qualitätsmanagement (DE-588)4219057-5 s b DE-604 Ekonomi och samhälle 66 (DE-604)BV000823559 66 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024175922&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Holmlund, Maria Perceived quality in business relationships Ekonomi och samhälle Beziehungsmanagement (DE-588)4326109-7 gnd Qualitätsmanagement (DE-588)4219057-5 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4326109-7 (DE-588)4219057-5 (DE-588)4236865-0 (DE-588)4113937-9 |
| title | Perceived quality in business relationships |
| title_auth | Perceived quality in business relationships |
| title_exact_search | Perceived quality in business relationships |
| title_full | Perceived quality in business relationships Maria Holmlund |
| title_fullStr | Perceived quality in business relationships Maria Holmlund |
| title_full_unstemmed | Perceived quality in business relationships Maria Holmlund |
| title_short | Perceived quality in business relationships |
| title_sort | perceived quality in business relationships |
| topic | Beziehungsmanagement (DE-588)4326109-7 gnd Qualitätsmanagement (DE-588)4219057-5 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Beziehungsmanagement Qualitätsmanagement Kundenmanagement Hochschulschrift |
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