O marketing de relacionamento contribui para a sobrevivência das empresas e para o sucesso dos negócios. Sua meta é desenvolver relacionamentos profundos, duradouros e mutuamente satisfatórios entre fornecedores e clientes. O marketing de relacionamento está associado a uma perspectiva estratégica, de posicionamento da empresa e da necessidade de a empresa se relacionar com outras organizações. Neste estudo são pesquisadas as trocas relacionais que ocorrem entre o distribuidor e o varejista, isto é, entre aquele que oferece vários produtos e serviços e aquele que vende esses produtos e serviços para o consumidor final. O assunto deste estudo trata do relacionamento entre a farmácia e a drogaria, situadas na Grande São Paulo, e o seu distribuidor principal de remédios. Comprometimento e confiança são conceitos importantes neste relacionamento, além de exercerem uma posição mediadora em um conjunto de variáveis existentes no relacionamento. Foi aplicado o modelo da teoria do comprometimento-confiança do marketing de relacionamento (Key mediating variable) de Morgan e Hunt (1994), com a inclusão do constructo poder. Inicialmente, foi realizada uma pesquisa qualitativa, que contribuiu para um maior conhecimento do contexto farmacêutico e uma segunda pesquisa qualitativa para a avaliação dos constructos e seus indicadores. Em seguida foi realizada uma pesquisa quantitativa, que consistiu de entrevistas pessoais com os responsáveis pelas compras de medicamentos das farmácias e drogarias, para a obtenção de dados com o fim de se aplicar o modelo teórico no contexto farmacêutico. A principal técnica estatística utilizada foi a modelagem de equações estruturais com o software SmartPLS. Os resultados indicam que o constructo poder pode fazer parte do modelo, além de confirmarem que confiança e comprometimento são conceitos mediadores do relacionamento. Entre várias descobertas interessantes, foram constatadas: a necessidade de maior comunicação e cooperação entre as partes envolvidas; a relação inversa entre grau de comprometimento e propensão para deixar o relacionamento; a relação direta entre confiança e cooperação e entre confiança e comprometimento entre as partes envolvidas. O modelo utilizado deve ser testado em pesquisas futuras com um maior enriquecimento dos constructos utilizados, tanto no contexto farmacêutico em outras localidades, como em outros setores de atividade em que seja pertinente a análise das ações do marketing de relacionamento. Os profissionais de marketing podem avaliar o relacionamento com seus parceiros de negócios com a aplicação do modelo estudado e identificar orientações estratégicas para o fortalecimento deste relacionamento. / The relationship marketing contributes for the survival of companies and for the business success. Its goal is to develop deep, lasting and mutually satisfactory relationships between suppliers and customers. The relationship marketing is associated with a strategic perspective, with the company positioning and with the necessity of relationship of the company with the others organizations. In this study relational exchanges between the distributor and retailer are investigated, that is, between who offers various products and services and who sells these products and services to the final consumers. The subject of this study deals with the relationship between the pharmacy and drugstore, located in the Great São Paulo, and their main distributor of medicines. Commitment and trust are important concepts in this relationship, and play a mediator position within a set of existing variables in the relationship. The model of the commitment-trust theory of relationship marketing (Key mediating variable) of Morgan and Hunt (1994) was applied, with the inclusion of the construct power. Initially it was carried out a qualitative research, which contributed to a greater knowledge of the pharmaceutical context and a second qualitative research to assess the constructs and their indicators. Next, it was carried out a quantitative research, which consisted of personal interviews with those responsible for purchasing the medicines to the pharmacies and drugstores, to obtain data in order to apply the theoretical model in the pharmaceutical context. The main statistical technique used was structural equation modeling with the software SmartPLS. The results indicate that the construct power can be part of the model, and confirm that trust and commitment are mediators constructs of the relationship. Among several interesting findings were noted: the need for greater communication and cooperation between the parties, the inverse relation between the degree of commitment and the propensity to leave the relationship, the relation between trust and cooperation and between trust and commitment between the involved parties. The model should be tested in future research with a greater enrichment of the constructs used, both in the pharmaceutical context in other localities, as in other sectors of activity that is relevant to the analysis of relationship marketing actions. Marketing professionals can assess the relationship with theirs business partners with the application of the studied model and identify strategic guidelines for the strengthening of this relationship.

<p>Background: Companies and organizations of today spend large amounts of money on IT-based business solutions. Such business solutions normally include business- consulting and software-creation (IT-related services). Due to the rapid development of the technology within this field of business the IT-customers find it difficult to select among potential suppliers on objective grounds. </p><p>Purpose: To increase the understanding for the professionl approach of the people involved in the sales- and purchase process of IT-related services in a business-to-business context. The study is taking the buyers'as well as the sellers'perspective into account when analyzing the process. Method: The empirical findings were collected from eight companies in Linköping and Stockholm. The method used was a qualitative interview survey. </p><p>Delimitation: The study treats business-to-business relationships. The study focuses on IT-services aimed at business development. The study do not include the influence of purely technical apects of IT-related services. </p><p>Conclusions: It appears to exist a"knowledge gap"between the IT-suppliers and the IT-customers concerning how to make use of the opportunities stemming from the newest IT-applications. The customers find it difficult to select among potential IT-suppliers on objective grounds. Trust in the supplier becomes very important. Trust can be achieved by means of personal contacts, the ability to speak the same language, reference projects and general knowledge about the customer's field of business.</p>

<p><strong>Purpose </strong></p><p>The purpose of this thesis is to investigate to what extent Rolls Royce in Kristinehamn manages to fulfil their customer needings. By identifying gaps between offerings and needings, the authors will give recommendations on how Rolls Royce can increase their customers' satisfaction by providing them with what they need.</p><p> </p><p><strong>Method</strong></p><p>A qualitative research is used in the form of in-depth face-to-face- and telephone interviews. Eight such interviews have been conducted in this thesis; three interviews with representatives from Rolls Royce and five interviews with representatives from three of their customers.</p><p> </p><p><strong>Findings </strong></p><p>Many gaps have been found in the analysis of the empirical study. The most frequently discovered gaps are that; Rolls Royce should have better control over their sub-suppliers and Rolls Royce should agree on higher penalty fees for delay or poor quality. Further gaps have been found in which activities the customer wants to be relieved or enabled of.</p><p> </p><p><strong>Recommendations </strong></p><p>A figure of customer specific recommendations have been compiled through the findings. From this figure, general recommendations have been discovered that can, to some extent, represent all of Rolls Royce's customers.</p><p> </p>

Purpose The purpose of this thesis is to investigate to what extent Rolls Royce in Kristinehamn manages to fulfil their customer needings. By identifying gaps between offerings and needings, the authors will give recommendations on how Rolls Royce can increase their customers' satisfaction by providing them with what they need.   Method A qualitative research is used in the form of in-depth face-to-face- and telephone interviews. Eight such interviews have been conducted in this thesis; three interviews with representatives from Rolls Royce and five interviews with representatives from three of their customers.   Findings Many gaps have been found in the analysis of the empirical study. The most frequently discovered gaps are that; Rolls Royce should have better control over their sub-suppliers and Rolls Royce should agree on higher penalty fees for delay or poor quality. Further gaps have been found in which activities the customer wants to be relieved or enabled of.   Recommendations A figure of customer specific recommendations have been compiled through the findings. From this figure, general recommendations have been discovered that can, to some extent, represent all of Rolls Royce's customers.

Background: Companies and organizations of today spend large amounts of money on IT-based business solutions. Such business solutions normally include business- consulting and software-creation (IT-related services). Due to the rapid development of the technology within this field of business the IT-customers find it difficult to select among potential suppliers on objective grounds. Purpose: To increase the understanding for the professionl approach of the people involved in the sales- and purchase process of IT-related services in a business-to-business context. The study is taking the buyers'as well as the sellers'perspective into account when analyzing the process. Method: The empirical findings were collected from eight companies in Linköping and Stockholm. The method used was a qualitative interview survey. Delimitation: The study treats business-to-business relationships. The study focuses on IT-services aimed at business development. The study do not include the influence of purely technical apects of IT-related services. Conclusions: It appears to exist a"knowledge gap"between the IT-suppliers and the IT-customers concerning how to make use of the opportunities stemming from the newest IT-applications. The customers find it difficult to select among potential IT-suppliers on objective grounds. Trust in the supplier becomes very important. Trust can be achieved by means of personal contacts, the ability to speak the same language, reference projects and general knowledge about the customer's field of business.

Problem Description: Since there are recognized similarities in the construction industry between relationship building and strategic CSR engaging thus managing and communicating CSR should be evaluated from the industrial network perspective. Close interaction between stakeholders and implemented strategic CSR facilitate to perform successfully and remain competitive when facing challenges in modern construction industry. Peab AB was chosen for the research as one of the leading construction companies in the Nordic region that recently redefined its CSR strategy and now delivering and sharing the vision through entire established network. Purpose of the research: Sustainable development has become part of the business plans for Swedish construction companies. Therefore it is relevant to research implementation of sustainable dynamics in the Peab’s vision by analyzing their strategic CSR process and how it is communicated to their key stakeholders within complex industrial network. Research questions: How is sustainability vision and strategic CSR communicated through Peab’s business relationships within its industrial network? How does the company communicate its CSR strategy within the industrial network? How does the company handle its CSR issues within long-term relationships? Methods: In this thesis qualitative research method with deductive approach has been used. The empirical findings contain primary data such as interviews with the management of the Peab Group, Peab Grundläggning, Swerock and Leimet. The secondary data sources were academical journals, books, Peab website and its corporate policy, annual &amp; sustainability reports. Conclusion: By combining traditional industrial marketing theories together with the modern strategic CSR communication, it has been concluded that the sustainability vision and strategic CSR engaged and communicated to the stakeholders through Peab’s industrial network have process kind of nature.  Even though sustainability vision helps Peab to remain successful and competitive in the long run their performance in the industrial network depends highly on close cooperation with the stakeholders. Close interaction and committed relations with partners is one of the ways of handling sustainability aspects in the construction industry.

A Comunicação, dos “Ps” do Marketing, Promotion, trata do intercâmbio de informações entre sujeitos. No caso da Comunicação entre Empresas (B2B), os sujeitos, ditos emissor e receptor, têm papéis e necessidades diferentes daqueles que possuem em suas vidas cotidianas, como consumidores finais de um produto. Quando se comunicam dentro de um ambiente corporativo, compradores e vendedores vêem-se diante de desafios importantes, como os de comprar/vender bens de alto valor para um processo industrial complexo e, normalmente, com grandes riscos envolvidos. O ambiente dessas relações entre empresas chama-se Marketing Industrial. Entender como funciona o comportamento de um vendedor e de um comprador organizacional pode ser estratégico para uma organização. Mais ainda, identificar potenciais ruídos de comunicação entre o que é dito/visto por um vendedor X (versus?) o que é percebido por um comprador de uma empresa cliente pode aproximar ainda mais as duas partes, diminuir gaps de entendimento e aumentar a eficiência da máquina produtiva. É para isto que foi feito este estudo. Para identificar potenciais ruídos de comunicação entre uma empresa vendedora de produtos e serviços da cadeia de celulose e papel e dois de seus clientes, e sugerir ações que possam melhorar o fluxo de comunicação entre as partes estudadas. / The Communication, the "Ps" of Marketing, Promotion, addresses the exchange of information between subjects. In the case of communication between companies (B2B), the subjects, so called communicator and receiver, play different roles and needs from those performed by both in their daily lives, as final consumers of a product. When they communicate within a corporate environment, buyers and sellers face major challenges, such as those related to the purchasing/selling of goods with high added value to a complex industrial process and, normally, with high added value and major risks involved. The relationship environment between the two companies involved is called Industrial Marketing. To understand what the organizational behavior of a seller and a buyer is like may be strategic for an organization. Furthermore, to be able to identify the potential noises in the communication between what is said / perceived by a seller X, and that that is perceived by a purchaser of a client company can increasingly draw near the two parties involved, reducing the understanding gaps and, with that, increase the efficiency of the productive machine. This is the aim of the current study: identify potential noises in communication between a company which sells products and services from a chain of cellulose and paper and two of its clients and, with that, recommend actions that can enhance the flow of communication between the studied parties.

A Comunicação, dos “Ps” do Marketing, Promotion, trata do intercâmbio de informações entre sujeitos. No caso da Comunicação entre Empresas (B2B), os sujeitos, ditos emissor e receptor, têm papéis e necessidades diferentes daqueles que possuem em suas vidas cotidianas, como consumidores finais de um produto. Quando se comunicam dentro de um ambiente corporativo, compradores e vendedores vêem-se diante de desafios importantes, como os de comprar/vender bens de alto valor para um processo industrial complexo e, normalmente, com grandes riscos envolvidos. O ambiente dessas relações entre empresas chama-se Marketing Industrial. Entender como funciona o comportamento de um vendedor e de um comprador organizacional pode ser estratégico para uma organização. Mais ainda, identificar potenciais ruídos de comunicação entre o que é dito/visto por um vendedor X (versus?) o que é percebido por um comprador de uma empresa cliente pode aproximar ainda mais as duas partes, diminuir gaps de entendimento e aumentar a eficiência da máquina produtiva. É para isto que foi feito este estudo. Para identificar potenciais ruídos de comunicação entre uma empresa vendedora de produtos e serviços da cadeia de celulose e papel e dois de seus clientes, e sugerir ações que possam melhorar o fluxo de comunicação entre as partes estudadas. / The Communication, the "Ps" of Marketing, Promotion, addresses the exchange of information between subjects. In the case of communication between companies (B2B), the subjects, so called communicator and receiver, play different roles and needs from those performed by both in their daily lives, as final consumers of a product. When they communicate within a corporate environment, buyers and sellers face major challenges, such as those related to the purchasing/selling of goods with high added value to a complex industrial process and, normally, with high added value and major risks involved. The relationship environment between the two companies involved is called Industrial Marketing. To understand what the organizational behavior of a seller and a buyer is like may be strategic for an organization. Furthermore, to be able to identify the potential noises in the communication between what is said / perceived by a seller X, and that that is perceived by a purchaser of a client company can increasingly draw near the two parties involved, reducing the understanding gaps and, with that, increase the efficiency of the productive machine. This is the aim of the current study: identify potential noises in communication between a company which sells products and services from a chain of cellulose and paper and two of its clients and, with that, recommend actions that can enhance the flow of communication between the studied parties.

A Comunicação, dos “Ps” do Marketing, Promotion, trata do intercâmbio de informações entre sujeitos. No caso da Comunicação entre Empresas (B2B), os sujeitos, ditos emissor e receptor, têm papéis e necessidades diferentes daqueles que possuem em suas vidas cotidianas, como consumidores finais de um produto. Quando se comunicam dentro de um ambiente corporativo, compradores e vendedores vêem-se diante de desafios importantes, como os de comprar/vender bens de alto valor para um processo industrial complexo e, normalmente, com grandes riscos envolvidos. O ambiente dessas relações entre empresas chama-se Marketing Industrial. Entender como funciona o comportamento de um vendedor e de um comprador organizacional pode ser estratégico para uma organização. Mais ainda, identificar potenciais ruídos de comunicação entre o que é dito/visto por um vendedor X (versus?) o que é percebido por um comprador de uma empresa cliente pode aproximar ainda mais as duas partes, diminuir gaps de entendimento e aumentar a eficiência da máquina produtiva. É para isto que foi feito este estudo. Para identificar potenciais ruídos de comunicação entre uma empresa vendedora de produtos e serviços da cadeia de celulose e papel e dois de seus clientes, e sugerir ações que possam melhorar o fluxo de comunicação entre as partes estudadas. / The Communication, the "Ps" of Marketing, Promotion, addresses the exchange of information between subjects. In the case of communication between companies (B2B), the subjects, so called communicator and receiver, play different roles and needs from those performed by both in their daily lives, as final consumers of a product. When they communicate within a corporate environment, buyers and sellers face major challenges, such as those related to the purchasing/selling of goods with high added value to a complex industrial process and, normally, with high added value and major risks involved. The relationship environment between the two companies involved is called Industrial Marketing. To understand what the organizational behavior of a seller and a buyer is like may be strategic for an organization. Furthermore, to be able to identify the potential noises in the communication between what is said / perceived by a seller X, and that that is perceived by a purchaser of a client company can increasingly draw near the two parties involved, reducing the understanding gaps and, with that, increase the efficiency of the productive machine. This is the aim of the current study: identify potential noises in communication between a company which sells products and services from a chain of cellulose and paper and two of its clients and, with that, recommend actions that can enhance the flow of communication between the studied parties.

O marketing de relacionamento contribui para a sobrevivência das empresas e para o sucesso dos negócios. Sua meta é desenvolver relacionamentos profundos, duradouros e mutuamente satisfatórios entre fornecedores e clientes. O marketing de relacionamento está associado a uma perspectiva estratégica, de posicionamento da empresa e da necessidade de a empresa se relacionar com outras organizações. Neste estudo são pesquisadas as trocas relacionais que ocorrem entre o distribuidor e o varejista, isto é, entre aquele que oferece vários produtos e serviços e aquele que vende esses produtos e serviços para o consumidor final. O assunto deste estudo trata do relacionamento entre a farmácia e a drogaria, situadas na Grande São Paulo, e o seu distribuidor principal de remédios. Comprometimento e confiança são conceitos importantes neste relacionamento, além de exercerem uma posição mediadora em um conjunto de variáveis existentes no relacionamento. Foi aplicado o modelo da teoria do comprometimento-confiança do marketing de relacionamento (Key mediating variable) de Morgan e Hunt (1994), com a inclusão do constructo poder. Inicialmente, foi realizada uma pesquisa qualitativa, que contribuiu para um maior conhecimento do contexto farmacêutico e uma segunda pesquisa qualitativa para a avaliação dos constructos e seus indicadores. Em seguida foi realizada uma pesquisa quantitativa, que consistiu de entrevistas pessoais com os responsáveis pelas compras de medicamentos das farmácias e drogarias, para a obtenção de dados com o fim de se aplicar o modelo teórico no contexto farmacêutico. A principal técnica estatística utilizada foi a modelagem de equações estruturais com o software SmartPLS. Os resultados indicam que o constructo poder pode fazer parte do modelo, além de confirmarem que confiança e comprometimento são conceitos mediadores do relacionamento. Entre várias descobertas interessantes, foram constatadas: a necessidade de maior comunicação e cooperação entre as partes envolvidas; a relação inversa entre grau de comprometimento e propensão para deixar o relacionamento; a relação direta entre confiança e cooperação e entre confiança e comprometimento entre as partes envolvidas. O modelo utilizado deve ser testado em pesquisas futuras com um maior enriquecimento dos constructos utilizados, tanto no contexto farmacêutico em outras localidades, como em outros setores de atividade em que seja pertinente a análise das ações do marketing de relacionamento. Os profissionais de marketing podem avaliar o relacionamento com seus parceiros de negócios com a aplicação do modelo estudado e identificar orientações estratégicas para o fortalecimento deste relacionamento. / The relationship marketing contributes for the survival of companies and for the business success. Its goal is to develop deep, lasting and mutually satisfactory relationships between suppliers and customers. The relationship marketing is associated with a strategic perspective, with the company positioning and with the necessity of relationship of the company with the others organizations. In this study relational exchanges between the distributor and retailer are investigated, that is, between who offers various products and services and who sells these products and services to the final consumers. The subject of this study deals with the relationship between the pharmacy and drugstore, located in the Great São Paulo, and their main distributor of medicines. Commitment and trust are important concepts in this relationship, and play a mediator position within a set of existing variables in the relationship. The model of the commitment-trust theory of relationship marketing (Key mediating variable) of Morgan and Hunt (1994) was applied, with the inclusion of the construct power. Initially it was carried out a qualitative research, which contributed to a greater knowledge of the pharmaceutical context and a second qualitative research to assess the constructs and their indicators. Next, it was carried out a quantitative research, which consisted of personal interviews with those responsible for purchasing the medicines to the pharmacies and drugstores, to obtain data in order to apply the theoretical model in the pharmaceutical context. The main statistical technique used was structural equation modeling with the software SmartPLS. The results indicate that the construct power can be part of the model, and confirm that trust and commitment are mediators constructs of the relationship. Among several interesting findings were noted: the need for greater communication and cooperation between the parties, the inverse relation between the degree of commitment and the propensity to leave the relationship, the relation between trust and cooperation and between trust and commitment between the involved parties. The model should be tested in future research with a greater enrichment of the constructs used, both in the pharmaceutical context in other localities, as in other sectors of activity that is relevant to the analysis of relationship marketing actions. Marketing professionals can assess the relationship with theirs business partners with the application of the studied model and identify strategic guidelines for the strengthening of this relationship.