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11	Approaches of Aftermarket Services for Successful Customer Relations : A Study of Volvo Trucks de México S.A. de C.V. Parmbro, Anders January 2004 (has links) It has for many businesses, especially on competitive markets, become fundamental to offer augmented services around the core product, with the aim of building lasting and mutually beneficial relationships with the customers. The author of this thesis has investigated such services offered on the Mexican truck aftermarket. The art of creating successful customer relations requires theoretical insight. Research applicable on aftermarket services has therefore been studied, and the reader will go into theories of service management, relationship marketing, customer satisfaction, and customer loyalty, to better understand the contexts in which aftermarket activities can be placed. The empirical research has been carried out at Volvo Trucks in Mexico through interviews with employees and dealers of its aftermarket organization, but also through interviewing and surveying its truck customers. The main objective of the project was to identify gaps between the aftermarket services offered and the actual needs of the customers, and to address them. Another objective was to find appropriate ways of monitoring customer satisfaction- and loyalty in the future. The lack of spare parts at the dealers was found to be the most urgent problem for the moment. In addition, spare parts availability was evaluated to be the most important area among the surveyed customers. Financial problems of the dealers were found to provoke the lack of spare parts in many cases. In turn, evidence of poor management was identified as possible causing factors to the financial problems. The main general flaw in this sense would be a questionable dealer business focus. The research identified the following issues as possible areas of improvement, based on the theoretical approach chosen: A financial renovation of the Volvo Trucks dealer net, excepting the dealers that are not fully committed to its role. Those are to be phased out. Initiation of IT-solutions to support automatic replenishment of spare parts at the dealerships. Forcing the usage of a common CRM database. Introduction of corporate key performance indicators based on customer relations’ metrics. Altering dealer business focus towards relationship marketing thinking. Improve dealer management business vision and business knowledge. In addition to these findings of possible areas of improvement, the following future methods of customer satisfaction research and customer loyalty metrics are recommended: Yearly one-to-one interviews with core customers performed by the aftermarket organization, and continuous close follow-up actions performed by the dealers, to monitor customer satisfaction. Customer defection rate metrics to monitor customer loyalty. aftermarket truck industry customer relations Volvo Mexico dealer operations service management relationship marketing customer satisfaction customer loyalty Övrig annan teknik
12	Sharing Sales and Service Networks with Competitors : A Multiple-case Study in the Heavy Truck Industry / Att dela sälj- och servicenätverk med konkurrenter ENGBLOM, ALEXANDER, LUNDQUIST, EMMA January 2018 (has links) In the heavy truck industry, sales and service networks play an important role. Investments in network infrastructure are costly, and to be profitable, there is a critical service volume to fulfil. This is especially challenging in new markets, where service demand is low and uncertain. A possible solution is to share sales and service networks with competitors. Simultaneous cooperation and competition, co-opetition, is a complex and contradictory phenomenon that has been previously researched, but with focus on cooperation in input activities like R&D. This thesis investigates co-opetition in output activities, in sales and services, by analysing how heavy truck companies could form competitor partnerships in sales and service networks. This is done by a literature review and a multiple case study. From the analysis, a framework for assessing and designing potential competitor partnerships is presented. The framework consists of seven factors that are significant for competitor partnership success in sales and service networks; cultural fit, noncompeting products, compatible goals, excess network capacity, dedicated salespersons, high commitment, and patient implementation. This thesis contributes to science by research on co-opetition research in output activities, and by a discussion on the meaning of competition, success and partnerships. / I tunga lastbilsbranschen spelar sälj- och servicenätverk en viktig roll. Investeringar i nätverken är dyra, och för att vara lönsamma krävs en viss servicevolym. Det är särskilt utmanande på nya marknader, där efterfrågan är låg och obestämd. En möjlig lösning är att dela sälj- och servicenätverk med konkurrenter. Simultant samarbete och konkurrens, så kallad co-opetition, är ett komplext och motsägande fenomen, som tidigare forskats på med fokus på samarbete inom utveckling. Denna uppsats undersöker co-opetition inom sälj, genom att titta på hur tunga lastbilsföretag kan ingå partnerskap inom sälj- och servicenätverk tillsammans med konkurrenter. Detta görs genom en litteraturgenomgång samt en flerfallstudie. Utifrån vår analys presenteras ett ramverk för att bedöma och utforma potentiella partnerskap med konkurrenter. Ramverket består av sju viktiga faktorer för framgångsrika partnerskap inom sälj- och servicenätverk tillsammans med konkurrenter; kulturell passform (cultural fit), icke-konkurrerande produkter, kompatibla mål, överbliven kapacitet i nätverket, dedikerade säljare, högt engagemang och tålmodig implementering. Uppsatsen bidrar till forskning inom co-opetition inom sälj och med diskussion kring begreppen konkurrens, framgång och partnerskap. Övrig annan teknik
13	Black Food Trucks Matter: A Qualitative Study Examining The (Mis)Representation, Underestimation, and Contribution of Black Entrepreneurs In The Food Truck Industry Ariel D Smith (14223191) 11 August 2023 (has links) <p>Food trucks have become increasingly popular over the last decade following the Great Recession of 2008. Scholars have begun to study the food truck phenomenon, its future projected trajectory, and even positioning it within social justice discourse along cultural lines; however, scholarship has yet to address the participation of Black entrepreneurs in the food truck industry.</p> <p><br></p> <p>The objective of this dissertation is to expand the perception of Black food entrepreneurs within the food truck industry by interrogating how Black food truck owners are misrepresented, under analyzed, and underestimated. Using a series of interdisciplinary qualitative methods including introspective analysis, thematic coding analysis, and case studies, I approach this objective by addressing three questions. First, I analyze movies and television to understand where Black-owned food trucks are represented in popular culture and how they are depicted. In doing so, we come to understand that Black business representation, specifically Black food truck representation consistently falls victim to negative stereotypes. These stereotypes can influence the extent to which Black food truck owners are taken seriously and seen as legitimate business leaders in their community. Second, I interview 16 Black food truck entrepreneurs to understand why the mobile food industry appealed to them and how it has become a platform for them to explore other opportunities. Finally, I review eight cities that have launched Black food truck festivals and parks within the last 6 years to gain an understanding of the collective power wielded by Black food truck owners and its impact Black communities. Moreover, this dissertation challenges the myth that collectivism does not exist among Black entrepreneurs and the Black community broadly.</p> Business systems in context Food and hospitality services Business and labour history Entrepreneurship Cinema studies Screen media Digital heritage Heritage and cultural conservation Heritage collections and interpretations Social and cultural anthropology Urban community development Sociology of inequalities Urban sociology and community studies Media studies Consumption and everyday life Cultural and creative industries Cultural studies of nation and region Culture, representation and identity Screen and media culture Food Truck food trucks Black owned Black owned food truck mobile food street food street food vending street food entrepreneurship Black food Black food truck studies food truck studies African American Studies African American foodways Black foodways Black food entrepreneurship Black movies Black television The Food Truck Scholar The Food Truck Scholar Podcast Black business Black businesses Barbershop 3 The Last OG The Chi Think Like a Man food truck festivals food truck park foodtruck Roi Choi The Great Food Truck Race Chef Chef movie Black representation Black men Black women Black men representation Black women representation critical race theory case study introspective analysis Black entrepreneurs African American entrepreneurs food truck industry mobile food vending Black food truck owner Black food truck entrepreneur food truck owner food truck operator food trucker Black food trucker African American food truck owner African American food trucker food truck podcast food truck show storytelling African American storytelling Black studies africana studies entrepreneurial storytelling food studies Black food studies African American food studies enterprise food truck enterprise Black food trucks matter Black businesses matter Buy Black Black dollars Black economics Black dollar soul food southern studies Black diaspora \

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