Obesity is an urgent health problem with restaurants accounting for about half of all food expenditure in the U.S. Understanding consumer’s preferences for low-calorie food could help interested restaurants in the foodservice industry facilitate consumers’ low-calorie choices in a positive way without compromising their ability to efficiently meet consumers’ preferences. The purpose of this study was to (1) investigate consumers’ preferences among four forms of low-calorie food alternatives: reformulation, elimination, resizing, and substitution; and (2) to explore which consumers are likely to choose low-calorie menu items and understand what motivates them to make healthy choices using the theory of planned behavior. Results showed that consumers have a clear preference towards elimination and substitution, rather than resizing and reformulation. The trend that high-calorie ingredients were often eliminated or substituted with healthier ingredients highlighted the importance and effectiveness of menu calorie labeling as consumers may adjust their food choices based on calorie information. Moreover, consumers showed high taste expectations for traditional favorite foods such as pizza and burger. Therefore, the entrée type of menu items is more feasible and amenable to be modified to decrease the calorie content. Marketing practices could be used to educate consumers about new low-calorie alternatives to create the demand and promote these items. Lastly, food choice motives were found to influence consumers’ behavioral intention, indicating that they were meaningful additions to the TPB model.

服務業的重要性在過去的三十年間變得越來越為突出，因為服務幾乎佔據了多數發達經濟體國內生產總值的絶大部分，而傳統上以製造業為主的國家現在也開始在服務行業有突飛猛進的增長。與此同時，服務創新被看作是“下一個重大事件“，但是目前關於創新的研究卻仍集中于製造業的創新，而缺乏對比服務創新和製造業創新並且聚焦于服務創新和新服務開發活動的實證研究。本篇論文致力於消減這樣的不足，以實證的方式通過三個不同的研究探討了若干關於服務創新的研究問題，其資料來源於組織層面686家服務企業及1646家製造企業的資料、專案層面從一個大型多部門的中國服務企業獲得的關於多個新服務開發專案的資料。 / 研究1從服務主導邏輯和資源基礎觀出發，以實證研究方式探討並比較了顧客導向對於服務創新和製造業創新的不同影響。該研究主要涉及兩個研究問題：1）顧客導向是否正向影響服務創新性和產品創新性，而這樣的影響在服務企業和製造企業中有何不同表現？2）供應商合作和技術能力是否作為仲介變數影響了顧客導向和服務/產品創新性之間的關係，而這種影響是否在服務企業和製造企業中表現的不同？通過對於這兩個問題的實證研究，本文對服務創新對比製造業創新、以及服務主導邏輯方面的文獻和理論做出了貢獻，並且也為製造企業和服務企業的決策者提供了一些管理啟示。 / 研究2通過分析來自於中國一家大型移動電訊運營商的70個新服務開發專案，借鑒並擴展了現有服務創新研究。該研究首先試圖證實一個現有的關於服務創新的分類法，接著又通過實證研究的結果延伸了該分類法，最後提出了一些關於不同種類服務創新的假設並初步驗證了這些假設。該研究的結果對於服務創新分類有理論貢獻，也對如何在網路環境下管理新服務開發活動有著啟示。 / 研究3 是建立在研究2基礎上的跟進研究。通過使用多案例研究方法，探討了服務創新如何在大型組織中進行推廣。該研究關注三個問題：1）哪些組織因素影響了服務創新的成功推廣？2）服務創新的種類如何影響其推廣，而不同種類的服務創新又該如何相應地推廣？3）開發和推廣團隊的轉變如何影響服務創新的推廣？本研究從研究2涉及的70個服務創新專案中挑選了10個作為案例，每個均採取了有時間跨度的縱向案例研究。本研究對服務創新推廣相關文獻和理論做出了貢獻，亦為服務企業尤其是具有多個業務部門及分公司的大型服務企業的經理人們提供了管理啟示。 / The importance of service sector has grown significantly over the past three decades as services dominate the majority of GDP in most advanced economies and even countries that historically focused on manufacturing are now growing rapidly in services. Meanwhile, service innovation has been regarded as “the next big thing, but the majority of innovation research still focuses on innovation in manufacturing. There is a scarcity of empirical studies to address the differences between service innovation and manufacturing innovation and to focus on service innovation and new service development activities. This thesis is an effort to remedy that deficiency by empirically addressing several major issues about service innovation with three studies, based on organizational-level data collected from 686 service companies and 1646 manufacturing companies and project-level data of new service development projects collected from a large multi-units service company in China. / In Study 1, the impact of customer orientation on service innovation and manufacturing innovation has been empirically investigated and compared through the theoretical lens of service-dominant logic and resource-based view. This study mainly addresses two research questions: 1) Does customer orientation positively relate to both service and product innovativeness and how does this effect differ between service and manufacturing firms? 2) Do supplier collaboration and technological capability mediate the relationship between customer orientation and service/product innovativeness differently in service firms and manufacturing firms? By empirically addressing these two research questions, this study contributes to the literature on service versus manufacturing innovation and service-dominant logic, and provides some managerial implications for decision makers in both manufacturing firms and service firms. / Study 2 builds on and extends extant service innovation research by investigating 70 new service development (NSD) projects of a large mobile telecom firm in China. This study first seeks to validate an existing taxonomy of service innovation, and then seeks to extend the taxonomy, grounded on the empirical research findings. Finally this study develops propositions concerning service innovation types and provides preliminary empirical investigation. Results from the analyses contribute to the literature on the taxonomy of service innovation and provide insightful implications as how to manage the NSD activities in the network environment. / Study 3 is a follow-up study of the second study. This study uses a multiple-cases research design to study the deployment of service innovations in a large organization. Three important research questions are addressed: 1) what are the organizational factors leading to successful deployment of innovations? 2) How does the type of service innovation influence the deployment and how should different types of innovation be deployed accordingly? 3) How does the change of development and/or deployment team influence the deployment of innovations? 10 cases out of the 70 service innovations covered in Study 2 are selected and a longitudinal case-study approach is employed. This study contributes to literature of service innovation deployment and provides managerial implications for managers in service firms, especially those large service firms with multiple units or subsidiaries. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / Detailed summary in vernacular field only. / Wang, Qiang. / Thesis (Ph.D.)--Chinese University of Hong Kong, 2013. / Includes bibliographical references (leaves 118-128). / Abstract also in Chinese. / ABSTRACT --- p.I / ABSTRACT (CHINESE) --- p.IV / ACKNOWLEDGEMENTS --- p.VI / TABLE OF CONTENTS --- p.VIII / LIST OF FIGURES --- p.XI / LIST OF TABLES --- p.XII / Chapter CHAPTER 1 --- INTRODUCTION --- p.1 / Chapter 1.1 --- The Definition and Characteristics of Service --- p.2 / Chapter 1.2 --- Service Innovation and New Service Development --- p.3 / Chapter 1.3 --- Structure of the Thesis --- p.4 / Chapter CHAPTER 2 --- LITERATURE REVIEW --- p.7 / Chapter 2.1 --- Service Innovation versus Manufacturing Innovation --- p.7 / Chapter 2.2 --- The Taxonomy of Service Innovation --- p.10 / Chapter 2.3 --- Mainstream Theories Being Used in Service Innovation --- p.15 / Chapter 2.3.1 --- Service-dominant logic (SDL) --- p.15 / Chapter 2.3.2 --- Resource-based view (RBV) --- p.17 / Chapter 2.3.3 --- Dynamic capabilities view (DCV) --- p.18 / Chapter 2.3.4 --- Other theories or perspectives --- p.19 / Chapter CHAPTER 3 --- THE EFFECTS OF CUSTOMER ORIENTATION ON PRODUCT/SERVICE INNOVATIVENESS AND FIRM PERFORMANCE: A COMPARATIVE STUDY OF MANUFACTURING AND SERVICE FIRMS --- p.24 / Chapter 3.1 --- Introduction --- p.24 / Chapter 3.2 --- Theoretical Background and Literature Review --- p.27 / Chapter 3.2.1 --- Service versus manufacturing innovation --- p.27 / Chapter 3.2.2 --- Customer orientation --- p.31 / Chapter 3.2.3 --- Service-dominant logic --- p.34 / Chapter 3.3 --- Research Framework and Hypotheses --- p.35 / Chapter 3.3.1 --- The effect of customer orientation on innovation performance --- p.36 / Chapter 3.3.2 --- A customer-centric model of firm resources --- p.32 / Chapter 3.3.3 --- A comparison of the model in service versus manufacturing firms --- p.42 / Chapter 3.4 --- Research Methodology --- p.45 / Chapter 3.4.1 --- Measures --- p.45 / Chapter 3.4.2 --- Sampling and data collection --- p.49 / Chapter 3.4.3 --- Respondent profile --- p.50 / Chapter 3.5 --- Analysis and Results --- p.52 / Chapter 3.5.1 --- Non-response bias and common method bias --- p.52 / Chapter 3.5.2 --- Reliability and validity --- p.53 / Chapter 3.5.3 --- Hypotheses testing results --- p.55 / Chapter 3.6 --- Discussion and implications --- p.57 / Chapter 3.6.1 --- Theoretical implications --- p.57 / Chapter 3.6.2 --- Managerial implications --- p.60 / Chapter 3.6.3 --- Limitations and avenues for future research --- p.61 / Chapter CHAPTER 4 --- A TAXONOMY OF SERVICE INNOVATION BASED ON ANALYSES OF NEW SERVICE DEVELOPMENT PROJECTS IN A MOBILE TELECOM FIRM --- p.63 / Chapter 4.1 --- Introduction --- p.63 / Chapter 4.2 --- Theoretical Background and Research Propositions --- p.65 / Chapter 4.2.1 --- Service innovation and its typology --- p.65 / Chapter 4.2.2 --- The relationship between different service innovation types --- p.68 / Chapter 4.2.3 --- Service innovation type and collaboration --- p.69 / Chapter 4.3 --- Methodology --- p.70 / Chapter 4.3.1 --- Research design and level of analysis --- p.70 / Chapter 4.3.2 --- Data collection --- p.72 / Chapter 4.3.3 --- Data analysis method --- p.74 / Chapter 4.4 --- Results --- p.77 / Chapter 4.4.1 --- The taxonomy of service innovation --- p.77 / Chapter 4.4.2 --- A refined taxonomy of service innovation --- p.79 / Chapter 4.4.3 --- External collaborations and duration of projects --- p.81 / Chapter 4.5 --- Discussion and Conclusion --- p.83 / Chapter 4.6 --- Limitations and Future Research --- p.86 / Chapter CHAPTER 5 --- THE DEVELOPMENT AND DEPLOYMENT OF SERVICE INNOVATIONS: A LONGITUDINAL CASE STUDY --- p.89 / Chapter 5.1 --- Introduction --- p.89 / Chapter 5.2 --- The Deployment of Service Innovation --- p.90 / Chapter 5.2.1 --- The locus of service innovation --- p.93 / Chapter 5.2.2 --- The deployment of different types of service innovation --- p.94 / Chapter 5.2.3 --- The organization for deployment --- p.96 / Chapter 5.3 --- Research Method --- p.98 / Chapter 5.3.1 --- Empirical case research --- p.98 / Chapter 5.3.2 --- The deployment of service innovations studied --- p.100 / Chapter 5.4 --- Results --- p.102 / Chapter 5.4.1 --- An overview of the deployment outcomes --- p.102 / Chapter 5.4.2 --- The locus of the service innovations --- p.103 / Chapter 5.4.3 --- The three types of service innovation --- p.105 / Chapter 5.4.4 --- The organization for the deployments --- p.106 / Chapter 5.5 --- Discussion and Conclusion --- p.110 / Chapter 5.6 --- Limitations and Future Research --- p.113 / Chapter CHAPTER 6 --- CONCLUSION --- p.115 / Chapter REFERENCES --- p.118 / Chapter APPENDIX A. --- MEASUREMENT ITEMS FOR STUDY 1 --- p.129 / Chapter APPENDIX B. --- THE CASE RESEARCH PROTOCOL FOR STUDY 3 --- p.131

<div>In my main dissertation essay, I investigate advertising spending during a recession. Advertising plays an important role in creating awareness, preference and purchase intent for many products and services. However, advertising is often cut when a firm needs to control costs. This empirical study examines a unique set of factors which motivated 553 firms to change their advertising spending during the Great Recession. The first half of the Great Recession had a moderate 2% decline in GDP and 1% to 2% cuts in advertising spending. The seasonality effect was weaker, which indicates that firms were not as likely to carryover spending from the prior year. The peak of the Great Recession had a GDP decline as high as 7%, which is considered severe. Average advertising spending declined by 13%. In addition to the seasonality effect, decreasing sales decreased advertising spending. Increasing firm risk tends to decrease advertising spending during the peak of the Great Recession, but not before. Finally, firms in high advertising intensity industries, where advertising is strategically important, had modest budget cuts. In contrast, firms in low-intensity industries had much larger percentage cuts.</div><div>The second essay examines real earnings management using advertising budgets” examines. Real earnings management occurs when managers change real activities to meet or beat important earnings benchmarks. Advertising has a limited short-term impact on firm sales for many products. Therefore, when a firm’s earnings are below key benchmarks for a fiscal quarter (year), managers are compelled to reduce advertising expenditures to boost earnings. This study examines factors which persuade firms to manage earnings using advertising budgets. Similar to earlier studies, we find firms suspect of managing earnings upwards reducing advertising expenses. The findings indicate that B2C firms are more likely to manage earnings by reducing advertising expenses than B2B firms. The findings also reveal that suspect firms which spend more in high advertising elasticity mediums such as TV do not reduce advertising spending as much as firms which spend more in low advertising elasticity mediums such as newspapers and magazines. The study also find evidence to suggest that suspect firms which report advertising expenditure in their income statement make smaller advertising spending cuts than firms which don’t report advertising expenditure. Finally, earnings management activity is much stronger during the last quarter of the fiscal year.</div>

Abstract not available

The aim of this thesis is to investigate the difference between front-line employees' perception of service versus the customer's perception of the service delivery within the New Zealand Real Estate Industry. This research examines the service perception of the service delivery within the real estate industry using an exploratory study, pre-test and a survey. The lack of knowledge within real estate particularly around the importance of services has been a major motivator for this research. In reviewing the literature, a substantial amount of literature was available on service delivery however there was a gap in the literature on the service delivery in the real estate industry. This research addresses this gap through analysing the real estate industry, focusing on the Auckland market. Four dimensions of service were identified using SERVQUAL. Findings from the factor analysis showed that employees and clients have different perceptions of service. The management implications are wide and will positively impact the industry. For the industry, increasing service delivery will ensure the industry gains a more professional image and standing within New Zealand business.

In recent years, a number of researchers have questioned the traditional notion of the producer as the sole generator of innovation in buyer seller relationships. Increasingly, innovation generation has been recognized as an outcome of interaction between a firm and various outside entities. According to this view, supplier involvement and alliances are a route to innovation generation. Clearly, business market relationships provide an important opportunity for interaction between buyer and seller. Despite this realization, only very limited research has focused on innovation generation in business-to-business relationships. To alleviate this important gap in literature, this thesis develops a conceptual model and hypotheses of innovation generation in business-to-buyer seller relationships. The research uses a combination of qualitative and quantitative techniques to examine the proposed theoretical model of innovation generation. A pilot case study is followed by development of and purification of measures using the IMP database on supplier customer interfirm relations in Europe and China. The hypotheses and model are tested using correlation and regression analysis. Results suggest that innovation generation is indeed facilitated by buyer seller interactions. Interaction also moderates the effect of other relationship and technology factors and type of innovation generated / Doctor of Philosophy (PhD) (Marketing)

This doctoral research explores the implications for the employment relationship of the intersection between employment relations and customer relations. The context for the research is Australian higher education - specifically those university workplaces which are strongly market focused and where resourcing is inadequate to meet customer expectations. Traditionally, serving one's customer has meant providing goods or services (as requested by the customer) and doing so with courtesy (as defined by social custom). The customer was clearly outside the traditional employment relationship between employer and employee, although a focus of its output. However, in the context of post-Fordist production systems and post-modern values including the rise of consumption, there has occurred an intersection of product and labour markets which has led to changes to the employment relationship and the labour process. The thesis answers the questions: In higher education, does the student-as-customer have significant influence on the organisation of work? If so, does this constitute a reconfigured model of the employment relationship? The rationale for re-examining the employment relationship in the context of changing consumption patterns lies in the search for more extensive explanations of factors which influence the labour process with the suggestion that consumption is of increasing relevance for industrial relations theory and practice (see for example Heery 1993; Frenkel, Korczynski, Shire and Tam 1999a). The growth of a culture of consumption and changing consumption patterns are symptomatic of change which is central to the Australian economy as a whole and to higher education in particular (Usher, Bryant and Johnson 1997; Scott 1995a). In this context the doctoral research explores the social relations involved in the process of Australian higher education as a service encounter. It examines the implications for the organisation of work in particular, and the traditional bipartite employment relationship in general (between employer and employee although it is noted that the state has a peripheral role), of the student's newly constructed status of customer. The research focus is on flexible delivery which is seen as a key strategic response by higher education institutions to meet their perceptions of their customers' needs and wants. Flexible delivery is a pedagogy, a marketing tool and a form of work organisation and is a fertile domain within which to seek the intersection of employment relations and customer relations. In keeping with the labour process ethnographic tradition, this research employs Burawoy's (1991) methodology of Extended Case Method. This doctoral research raises critical issues related to the incongruence between current Australian national research ethics regimes and long established ethnographic methods employing participant observation. The practical consequences of the national research ethics regime for empirical research are explored in the concluding chapter. The data identifies that university managements' preoccupation with customer relations has undermined the traditional employment relationship between employing institution and academic. While the academic employee in the service encounter is engaged in the primary relationship of the bipartite employment relationship, management's incorporation of the student-customer into formal organisational processes which may lead to control over the organisation of work, potentially brings into being a tripartite employment relationship between employee/employer/customer. In such a model, customer relations is no longer merely the output of the employment relationship but a process within it, with customers acting as management's agents of control. This thesis introduces the concept of the customer as partial-employer. The thesis findings challenge the current management paradigm of customer focus as a 'win-win' situation. In Australian higher education customer focused strategies have emerged from managerial assumptions about student-customer needs and wants, specifically those of flexibility and value-for-money. The unintended consequence of these assumptions on the academic labour process has been a significant shift in the balance of power between academic educator and student at the level of the service encounter, with the subjugation of traditional academic authority to the power of the consumer in what has become a market relationship.

<p>Denna undersökning handlar om hur användandet av CRM-system (Customer Relationship Management) påverkar företag och dess kundrelationer. Forskningen om detta visar att CRM-system kan ge stora fördelar för både kunderna, företaget och relationerna där emellan. Men det finns många delar som påverkar hur mycket ett CRM-system förändrar relationerna mellan företag och deras kunder. Resultatet från denna undersökning kan vara av intresse för företag som går i tankarna att skaffa ett CRM-system eller förnya det som dem redan har. Vilket leder fram till vår problemfråga: Hur påverkar CRM-system företag och dess kundrelationer?</p><p>Syftet med uppsatsen är att beskriva och analysera hur ett CRM-system påverkar företag och dess kundrelationer.</p><p>Undersökningen baseras på en teoriram som ger en inblick i vad relationer är och vilken betydelse kundrelationer har för företag, även behandlas CRM-system och dess effekter på företag. Den insamlade teorin utmynnar i en undersökningsmodell som utgår ifrån ett CRM-system och visar hur det enligt teoriramen kan påverka ett företag och dess kundrelationer. Denna modell används som grund för insamlandet av vårt empiriska underlag.</p><p>Studien inleddes med litteraturstudier som sedan resulterade i en undersökningsmodell. Det utfördes sex intervjuer på fyra företag som använder sig av CRM-system. Därefter utfördes med hjälp av undersökningsmodellen en analysering av intervjusvaren och en sammanställning av resultat och slutsatser.</p><p>I uppsatsen konstateras det att de undersökta företagen inte använder CRM-systemens fulla potential. Utan att en centraliserad databas är en av de viktigaste komponenterna i CRM-system i företags arbete mot bättre kundrelationer. Undersökning utmynnar i en lista över de faktorer vi anser vara av vikt för ett företag som vill veta hur ett CRM-system kan påverka företag och dess kundrelationer. Om ett företag använder sitt CRM-system på rätt sätt kan de både få bättre kundservice, individualiserade tjänster, förbättrad informationshantering och ökad kundlojalitet vilka samtliga bidrar till bättre kundrelationer och ger företag konkurrensfördelar</p> / <p>This research is about how the usage of a CRM-system (Customer Relationship Management) affects companies and its customer relations. Other researches show that CRM-systems can give big advantages for both the customers, companies and the relations in-between. But there are many issues that affect how much a CRM-system change the relations between companies and its customers. The result from this research could be of interest for a company which is thinking about implementing a CRM-system or improve one they already use. Which leads us to our research question: How does CRM-system affect companies and their customer relations?</p><p>The purpose of this thesis is to describe and analyze how a CRM-system affects companies and their customer relations.</p><p>The research is based on a theory framework that gives an insight into what relations are and of what significance customer relations have for a company, also CRM-systems is discussed and their effects on companies. The collected theory concludes with a research model that begins with a CRM-system and shows how it according to the theory framework could affect a company and its customer relations. This model is used as the foundation in the collection of the empirical information.</p><p>The study began with a literature study that resulted in a research model. We performed six interviews at four companies that use CRM-systems. Then with help from the research model we analyzed the answers from the interview and created the result and conclusions.</p><p>In the thesis it’s established that the examined companies don’t use the CRM-systems full potential. A centralized database is one of the most important CRM-system components in a company’s strive for better customer relations. The research concludes with a list of the factors we consider being of weight for a company that wants to know how a CRM-system could affect companies and their customer relations. If a company use its CRM-system in the right way they can get both better customer service, individualized services, improved information management and increased customer loyalty which all contributes to better customer relations and gives companies competitive advantages.</p>

<p>Aim: The aim of the study is to analyze what product mix Fujitsu Services AB should focus on in the future. That is if they should focus on service and consulting, or hardware products, or a mix of them both? The following sub-questions have been used to answer the research question.What is the optimal mix between consulting and services, and hardware and where does Fujitsu create the most value? Where is the potential for the future? Where can Fujitsu Services AB generate the most growth? How superior is the current foundation, that the company is building its strategies on and what do they need to add? What are their capabilities and how can they best be explored?</p><p>Method: This study is a qualitative study with focus on Fujitsu Services AB where data has been collected through interviews with the leadership and management of the company with focus on how the company should carry on its business practices in the future.</p><p>Result and conclusions: The result from the study is that Fujitsu Services AB should keep a mix between the services, consulting and hardware. I have also come to the conclusion that they can improve in other areas such as its internal communication.</p><p>Suggestion for future research: Study of the change that the acquisition of Mandator will mean for Fujitsu Services AB</p><p>Contribution of the thesis: Give an inside look at a high-technology company that is going through changes and is trying to establish its brand and grow in a local and international market</p>

<p>Titel: Intern Marknadsföring och Kundrelationer</p><p>– hur förhåller sig dessa till varandra?</p><p>Sökord: Intern marknadsföring, kundrelationer, relationsmarknadsföring</p><p>Problem: Hur förhåller sig ett företags interna marknadsföring till dess kundrelationer? samt: Hur förhåller sig företagets kundrelationer till dess interna marknadsföring?</p><p>Syfte: Syftet med denna uppsats är att förstå och förklara hur företaget Leine & Linde AB:s interna marknadsföring samt deras kundrelationer förhåller sig till varandra.</p><p>Metod: Uppsatsen bygger på teori kring intern marknadsföring och kundrelationer samt en kvalitativ fallstudie med undersökning på ett svenskt företag, Leine & Linde AB.</p><p>Slutsats: Slutsatserna från studien visar att den interna marknadsföringen och kundrelationerna förhåller sig till varandra genom påverkan mellan olika faktorer för de olika ämnesområdena. Förhållandet kan även ses börja från kundrelationerna, då fallföretaget Leine & Linde inte gjorde något utan ett kundbehov.</p> / <p>Title: Internal Marketing and Customer Relations</p><p>- How do they relate to each other?</p><p>Words for search: Internal marketing, customer relations, relationship marketing</p><p>Problem: How does a company’s internal marketing relate to their customer relations? and: How does the company’s customer relations relate to their internal marketing?</p><p>Purpose: The purpose with this thesis is to understand and explain how the internal marketing and the customer relations in the company Leine & Linde AB relate to each other.</p><p>Method: This thesis is built on theories about internal marketing and customer relations together with a qualitative casestudy with an examination with interviews at a Swedish company, Leine & Linde AB.</p><p>Findings: The findings from this thesis shows that the internal marketing and the customer relations relate to each other through how the different factors in the subjects effect each other. The relation between internal marketing and customer relations begins from the customer relations, seen to that the case company Leine & Linde did not do anything without a need from the customers.</p>