Made available in DSpace on 2016-04-25T16:44:38Z (GMT). No. of bitstreams: 1 Ana Lucia Borella Guido.pdf: 11225510 bytes, checksum: dee7e32b6893feabcaeb1621d86eddfd (MD5) Previous issue date: 2014-03-12 / Deep changes verified in society during the past last decades have impacted the way companies perform their business and work upon their communication. In this context, the main objective of this thesis is to refer to Facebook use as a communication element in companies models in a B2B basis, organization by which their main characteristic is to sell to intermediates or to other companies. Through the application of a study case methodology, it is analyzed two corporate profiles: the Autodesk and Braskem, and both elect Facebook as being one the main platforms on corporate communication in the digital environment. As a complement to the research it is used the content analysis technique aiming in assisting in the investigation about the content and the objective of released messages represented by their posts. The results show to be favorable to the use of Facebook as a communication tool when structured based on objectives and organization strategies. Language in social networks establishes a dialogue providing information sharing among people and corporations / As mudanças profundas constatadas na sociedade durante as últimas décadas também impactam a forma como as empresas realizam negócios e exercem a sua comunicação. Nesse contexto, o principal objetivo desta dissertação refere-se ao uso do Facebook como elemento de comunicação em empresas B2B, organizações cuja característica principal é vender para intermediários ou para outras empresas. Por meio da aplicação da metodologia de estudo de caso, analisa-se dois perfis corporativos: Autodesk e Braskem, sendo que ambos elegem o Facebook como uma das principais plataformas de comunicação da empresa no ambiente digital. Como complementação à pesquisa utiliza-se a técnica de análise de conteúdo, a fim de auxiliar a investigação sobre o conteúdo e propósito das mensagens publicadas, representadas pelos posts. Os resultados mostram-se favoráveis à utilização do Facebook como ferramenta de comunicação, quando estruturada com base nos objetivos e estratégias da organização. A linguagem nas redes sociais estabelece um diálogo, proporcionando compartilhamento das informações entre pessoas e corporações

No intuito de melhor entender a situação atual, objeções, limitações e perspectivas de uso da internet na pós-venda de serviços business-to-business, este estudo objetivou avaliar por que e como a internet está sendo ou não utilizada nas atividades de pós-venda de serviços de impressão corporativa e propor sugestões de melhoria desse uso para o público acadêmico científico e para os praticantes de gestão. Para isso, foi realizada uma pesquisa exploratória usando estudo de casos com duas revendas de serviços de impressão corporativa. Como síntese dos padrões das descobertas, tem-se que: a internet tem sido utilizada para obter maior agilidade na correção de problemas e na leitura dos contadores de impressão nos equipamentos; os recursos mais utilizados são o e-mail, o portal e o acesso remoto a equipamentos do cliente, o que representa um uso básico e, à medida em que se evolui na oferta de serviços de impressão, o uso da internet se torna mais complexo; a mídia social, incluindo as redes sociais, não é utilizada nem existe uma estratégia definida para seu uso; o estilo de venda voltado para a solução de problemas e o planejamento baseado em valor influenciam o uso da internet, enquanto que a venda pessoal gera no cliente uma expectativa de que a pós-venda também seja presencial; esse uso da internet pode impactar positivamente o composto de marketing, apesar de muitos dos benefícios não estarem sendo explorados; por parte dessas revendas, a internet não tem sido melhor utilizada por falta de conhecimento de seus benefícios e de suas restrições e por falta de enfoque estratégico e prioritário dos seus gestores; o próximo passo seria usar melhor o que já existe implementado e expandir esse uso para os demais clientes. Por fim, foram apresentadas sugestões de melhoria desse uso. / In order to better understand the current situation, objections, limitations and perspectives of internet use in the business-to-business after-sales services, this study aimed to evaluate why and how the internet is being used or not in activities of after-sales service in corporate printing and propose suggestions for improvement of such use to the scientific academic public and to the practitioners of management. For such, an exploratory study using case study with two resellers of corporate printing services was conducted. As summary of the findings of the patterns it follows that: the internet has been used to achieve greater agility to correct problems and to read the counters on the printing equipment; the most used resources are e-mail, portal and remote access to customer equipment, which represents a basic use and, as it evolves in offering of printing services, internet usage becomes more complex; social media, including social networks, is not used, nor is there a defined strategy for its use; the selling style oriented to problem solving and the value-based planning influence the use of internet, while the personal selling, used by such resellers, generates an expectation that the after-sales attendance is also a personal one. That use of the internet can positively impact the marketing mix, although many of the benefits are not being exploited; by those resellers, the internet has not been used for lack of better knowledge of its benefits and of its restrictions and lack of strategic and priority focus of its leaders; the next step would be to make better use of what is already in place and expand that use to other customers. Finally, suggestions have been made to improve such use.

This master's thesis focuses on analysis and design of the marketing strategy for the company Cegelec a.s., which is a manufacturer of equipment for urban transport vehicles. First part outlines the fundamental principles of the Business-to-Business market and examines the distinguishing characteristics of marketing strategy for this market. Second parts introduces the company Cegelec a.s., provides detailed description of the urban transport vehicles manufacturing market and analyzes the strategy of the company from the marketing point of view. In addition, the thesis incorporates proposal of changes in some components of the company's marketing strategy.

Bakgrund Mjukvaruindustrin har vuxit och fortsätter växa i en hög takt och allt fler tjänster erbjuds som molnbaserade prenumerationer, Software-as-a-Service (SaaS). Forskning menar att produkterna som erbjuds mer eller mindre innehåller samma funktionalitet så leverantörer måste lägga fokus på kundupplevelsen för att fortsätta vara konkurrenskraftiga. Kundupplevelsen ses som ett multidimensionellt koncept där flera olika faktorer bidrar till den totala upplevelsen. Kund- och leverantörsrelationen, utformningen av kundresan och kundnöjdheten är tre huvuddimensioner som påverkar kundupplevelsen och det är viktigt för leverantörer att identifiera vilka faktorer inom dessa dimensioner som kunder värdesätter högst. Detta för att kunna skapa en kundupplevelse som uppskattas och som leder till långvariga partnerskap. Syfte Syftet med uppsatsen är att undersöka hur faktorer inom kund- och leverantörsrelationen, utformningen av kundresan och kundnöjdheten påverkar kundupplevelsen inom en SaaS-kontext. Vidare ämnar studien att undersöka diskrepansen mellan kunder och leverantörer gällande påverkan av kundupplevelsen. Metod Studien har tagit en explorativ form, fenomenologiskt tolkningsperspektiv och varit iterativ med induktiva tendenser. Studien är kvalitativ och den forskningsdesign som valts är ”små- N-studier”. Datainsamlingen bestod av 10 semistrukturerade intervjuer med 7 kunder och 3 leverantörer som valdes genom ett representativt urval. Den empiriska undersökningen baserades på två initiala intervjuer samt en grundlig litteraturgenomgång. Slutsats Faktorerna som påverkar kundupplevelsen inom SaaS skiljer sig från kund till kund. Leverantörernas uppfattningar skiljer sig inte nämnvärt från kundernas. Kommunikation och kundförståelse blir väsentligt för den individuella kundens upplevelse. / Background The software industry keeps growing in a high pace and more and more services are offered as cloud based subscriptions, Software-as-a-Service (SaaS). Research suggests that products more or less have the functionalities, suppliers need to focus on the customer experience to gain competitive advantages. Customer experience is a mulitdimensional concept where several differerent factors contribute to the experience as a whole. Customer and supplier relationships, the customer journey and customer satisfaction are three of the main dimensions of customer experience and it´s important for suppliers to identify which factors within these dimensions that the customers value most. This is in order to be able to create a customer experience that is appreciated and that leads to long- lasting partnerships. Purpose The purpose of this paper is to explore how factors within the customer and supplier relationship, the customer journey and customer satisfaction impact customer experience of Software- as-a-Service. Furthermore the paper aims to explore the discrepancy between customers and suppliers regarding the impacts on customer experience. Completion The study is of an phenomenological, explorative form that is iterative with inductive tendencies, It is of a qualitative case study with focus on a phenomenon rather than the context. The datacollection consists of 10 semi-structured interviews with 7 customers and 3 suppliers that were chosen through representative selection. This empirical study was based on two initial interviews and a thorough literature study. Conclusion The factors that impact the customer experience vary from customer to customer. The suppliers perception isn´t substantially different from the customers´. Communication and understanding of the customer is important for the individual customers experience.

Sociala medier beskrivs idag som en ny marknadsföringsplattform med en rad olika kommunikationskanaler. Något som är utmärkande för just denna plattform är den makt som ges till konsumenterna i och med att en stor del av kommunikationen numera ligger hos dem. Detta ger företag som skall marknadsföra sig en ny roll och en svårighet uppstår i hur de skall anpassa sitt varumärke efter de nya kanalerna. Baserat på detta problem har studiens syfte formulerats vilket är att ta fram underlag för hur ett företag med B2B-inriktning kan marknadsföra sig och sitt varumärke i olika sociala mediekanaler och hur valet av dessa kanaler påverkar företagets varumärkesvärde. Uppsatsen utgår ifrån fyra huvudområden vilka är marknadsföring, B2B, varumärken samt sociala medier och tillsammans utgör de den teoretiska grunden i arbetet. Studien har genomförts med en kvalitativ metod i form av intervjuer som strävar efter att ge svar på hur ett B2B-företag skall arbeta med marknadsföring i sociala medier för att stärka sitt varumärke. I arbetet har även ett caseföretag vid namn Elanders använts. Det är ett B2B-företag som i nuläget står utan marknadsföring i sociala medier men som har uttryckt en önskan om att påbörja ett arbete med detta. Empirin i studien har framtagits med hjälp av intervjuer och sedan delats upp i två delar. En del som enbart berör företaget Elanders och en annan del som fokuserar på branschkunnigas åsikter om marknadsföring, sociala medier och varumärken. Empirin har sedan analyserats med hjälp av studiens teorier samt modeller. Studien har gett svar på hur B2B-företag kan ta hjälp av sociala medier för att stärka sitt varumärke, men även uppmärksammat vilka fällor som dessa företag bör akta sig för gällande användandet av denna typ av marknadsföring. Vidare har studien kunnat ge konkreta råd om vilka och vilket antal kanaler som anses lämpligt att använda samt hur B2B-företag bör gå tillväga för att upprätthålla kanalerna på bästa möjliga sätt. Studien visar även på relevansen att företaget i ett tidigt stadium tänker ut en tydlig strategi som stämmer överens med dess resterande mål och marknadsföring samt vikten av att det ger någon det huvudsakliga ansvaret för kanalerna. Ett B2B-företag bör även införskaffa kunskap om sökmotoroptimering, tänkbar konkurrens och ha en tydlig bild av kundernas användande av sociala medier. / Social media is today described as a new marketing platform with a series of different communication channels. Something that is especially unique for this platform is the power that has been given to the consumers based on the fact that a great part of the communication takes place through them. This gives the companies who are going to market themselves a totally different role and a difficulty arises in how to adapt their brand after these new channels. The study therefore aims to provide guidelines for how a B2B company can market themselves and their brand in social media channels and how the choice of these channels affects the company’s brand. Marketing, B2B, branding and social media are the four main areas forming this essay, and together they create the theoretical foundation of the work. The study has been made with a qualitative approach with interviews that seeks to provide answers on how a B2B company should work with marketing in social media to strengthen its brand. The study has also used a company named Elanders as a case. Elanders is a B2B company that currently does not market itself in social media but has expressed a desire to do so. The empirical data in the study has been developed by interviews and has then been divided into two parts. One that only address the company Elanders and another one that focus on the opinions of experts regarding marketing, social media and branding. The empirical data has then been analyzed by looking at the theory and the models of the study. As a result we now have answers regarding how a B2B company can strengthen its brand by using social media, but also what kind of traps a company should be aware of regarding the use of this type of marketing. Furthermore, the study give specific advice on which channels to use and how many that are considered appropriate in order to maintain the channels in a successful way. We have in this study also been able to see the relevance of formatting a clear strategy that is consistent with a B2B company’s goals and marketing and the importance to give someone the main responsibility for the channels. It is also beneficial for a B2B company to learn more about search engine optimization, to be aware of potential competition and to have a clear picture of how the customers use social media.

Background E-mail marketing is used to get consumers’ attention to one’s products, services, need, etc., and ultimately to get them to act in a specific way. How consumers are affected by E-mail marketing is a topic that has not been thoroughly investigated even though it is of great interest due to the vast increase of E-mail marketing the last couple of years. Thus, there is a major gap in the research of this topic, especially in a B2B context. Purpose The purpose of this thesis is to analyze behaviors and attitudes of decision-makers in the Swedish manufacturing industry regarding B2B E-mail marketing. Method The authors used a quantitative research approach with an online-survey in order to collect necessary data. The population is decision-makers within the manufacturing industry in Sweden. The result is based on 1 777 participating decision-makers. The questionnaire was constructed by the authors and is based on the theoretical framework consisting: Tri-Component Model of Attitudes, Planned Behavior, Micheaux’s (2011) theory of perceived pressure and A(ad). The authors used analysis techniques such as descriptive univariate analysis, Anova-test, factor analysis and linear regression analysis to derive the result. Conclusion The conclusions drawn from this study are that the decision-makers within the manufacturing industry in Sweden tend to have a negative attitude and behavior toward E-mail marketing messages, only a small minority of the decision-makers had a positive attitude. Furthermore, the authors discovered an association between their attitude and how they actually behave. The study also reveals differences in the attitudes and behaviors regarding age and position within the company. A final conclusion drawn from this study is that the decision-makers do not read all marketing messages they receive and they also delete some marketing messages without reading them. The result of this is a non-functional marketing method, as it does not work as it is intended. A suggestion for marketers working with E-mail marketing is to try to establish more positive attitudes by building relationships with the recipients.

隨著科技及技術的快速發展，網路逐漸改變企業的營運模式，其中電子商務已成為一項相當重要的商業工具。過去與網路相關的文獻較多著重於探討網路與國際行銷之間的關係，與出口相關的研究也大多探討網站複雜程度或網站內容對出口績效的影響，B2B電子市場對出口績效的影響較少成為研究主題，因此本研究除了網站外，更進一步將B2B電子市場列入影響出口績效的因素。 本文以129間中國大陸中小企業為研究對象，分別探討架設自有網站與採用B2B電子市場對企業出口績效的影響，並檢驗同時架設自有網站與採用B2B電子市場對出口績效是否改變上述之影響。 本研究採用量化方法，以複線性迴歸中的階層式迴歸進行分析，並以平均數平減法以降低共線性問題。模型自變數為網站功能複雜程度、B2B電子市場使用程度；應變數出口績效以出口比例作為衡量方式；控制變數包含員工人數、公司年齡、R&D員工人數、網站語言數、電子平台數、自有品牌數、商展數以及認證數等。 研究結果顯示當網站功能複雜程度愈高時，出口績效愈差；當B2B電子市場使用程度愈高時，出口績效愈佳；而在同時架設功能複雜程度愈高的網站與使用B2B電子市場程度愈高的情況下，出口績效愈佳。當網站功能複雜程度愈高，亦即可直接在網站上進行下單時，對於國內銷售績效的增加大於出口績效的增加，使得出口比例下降；當B2B電子市場使用程度愈高時，表示外包給第三方有助於提升企業比較利益及競爭優勢；而在同時架設網站及採用B2B電子市場下，可互相彌補風險及缺失，因此使出口績效提升。 / With the rapid growth of technology and the Internet, the way people do business is changed dramatically. Specifically, e-commerce is becoming more and more essential as a business vehicle for firms. There is growing volume of literatures doing research on the Internet, but scholarly attention has been paid to define the Internet’s role in marketing. Even if there still some studies attempted to link the Internet to exporting, these literatures put more emphasis on the impacts of firm’s own websites on export performance. Thus, in addition to websites, B2B electronic markets are viewed as the determinant of export performance in this study. 129 samples in this study are selected from Small and medium-sized enterprises (SMEs) in China. Multiple linear regression is adopted, and mean-centering is used as a means to reduce multicollinearity. The purpose of this study is to investigate respective impacts of own websites and B2B electronic markets on export performance and impacts of simultaneous use of own websites and B2B electronic markets on export performance. The results indicate that there is negative relationship between level of functionality of websites and export performance. Export performance here is measured by export percentage. In other word, when level of functionality of websites is higher, export percentage becomes lower. Second, the study findings demonstrate that a greater level of B2B electronic market a firm adopts is positively associated with its export performance. Finally, a firm’s simultaneous use of website and B2B electronic market is positively associated with its export performance.

電子商務近年來快速發展，並徹底改變了商業環境。電子商務能為企業帶來諸多好處，例如：降低交易成本、增加營收、改善流程等等，這些好處使得透過電子商務進行商業活動已經成為不可避免的趨勢了。在眾多電子商務工具中，又以B2B電子商務平台的重要性為最高，因為B2B電子商務平台扮演著媒合全球買家與賣家的腳色，並且創造了非常龐大的交易量。 近年來，探究電子商務的文獻愈趨增加，然而多從科技角度切入探討，較少由策略管理面著手；此外，在主題選擇上，大多為影響採用電子商務與否、以及轉為進階使用兩方面原因和結果，對於採用速度的差異鮮少有文獻加以琢磨；在研究樣本選定上，又以單一國家、已開發國家為多，然而開發中國家近年來的興起、電子商務市場發展潛能卻是不可忽略的；最後則是在探討的變數部分，環境相關議題，尤以制度和文化兩方面為最重要，但卻少有文獻詳細談討。因此本文從策略管理角度著手，並以新興市場和B2B電子商務平台為主軸，探究企業採納B2B電子商務平台速度快慢之原因，以及不同採用速度對於績效是否有不同影響。 本文以216間有採用全球最大B2B電子商務平台阿里巴巴的中國大陸中小企業為研究對象，並以科技、組織、環境的架構來建設模型，最後以路徑分析的量化方法檢視所建構之模型適配度、以及變數間的因果關係。 研究結果顯示，在科技與組織兩個構面中，企業若擁有較少的科技能力、或管理經驗與能力相對較低，反而會更快採用B2B電子商務平台，因為這些企業將沒有多餘人力和技術自行架設網站，同時也缺乏現有行銷通路而轉向採用成本相對較低之B2B電子商務平台，反之，則相對會訴諸現有的行銷管道、或出現科技排擠效果。在環境構面中，企業若位處於國內制度發展較佳的省份，也會因為競爭加劇、提升溝通能力等原因，傾向快速採用B2B平台。最後也發現早期採用B2B電子商務平台，能在短期刺激銷售額提升、並透過內部流程改善降低成本，而使成長率提升。 / With e-commerce, the whole business environment has been fundamentally changed. It has become an inevitable trend that enterprises conduct businesses through e-commerce because it brings benefits as reducing transaction costs or generating new revenues. Among all e-commerce, the importance of B2B e-market is the most significant due to its role as the ”hub” for both buyers and sellers and the huge trade volume it has made. There is growing number of studies on e-commerce related issues. It is found that most literatures are conducted from the perspective of IT innovations, while rather few are discussed from strategic management domain. As for the topics, there are lots of literatures on the drives of pre- or post e-commerce adoption, while few on how rapidly enterprises may adopt e-commerce. Examining the countries of studies, most are conducted on one single developed country. Studies on developing markets call for more research. As for factors incorporated in studies, the environmental factors are often neglected. As a result, this study bridges these gaps and makes discussion on the drives and performance outcomes of the speed of B2B e-markets adoption. 216 samples of Chinese enterprises are selected from the biggest e-markets in the world, Alibaba.com. The TOE framework is used to construct the model and path analysis is adopted to examine the relationships. The results show that with less technology capability and managerial competence, firms tend to adopt e-commerce more rapidly due to lack of existing websites or marketing channel. It also shows that with higher development in domestic institutional environment, firms are likely to adopt B2B e-market earlier due to reasons of better communication or competition. Last, firms tend to benefit from early adoption of B2B e-markets in the short term due to improvement in internal processes, increasing sales or cost reduction.

Textilbranschen är i ständig förändring där alltmer krav ställs på företag då industrin utgör en belastning på miljön genom produktionsprocesser och utsläpp. Därmed utgör det ett kritiskt läge där företagen måste ta dess ansvar i hållbarhetsfrågor som rör leverantör och produktion. Historiskt sätt visar det på att kostnadsaspekten varit av prioritet vid val av leverantör och vid inköp, men forskning visar även på att hållbarhet är en aspekt som alltmer uppmärksammas och prioriteras. Studiens syfte är att undersöka och få en förståelse för hur företag prioriterar aspekterna kostnad och hållbarhet vid val av leverantör. Vidare undersöks om samarbete i relationen mellan företag och leverantör kan bidra till större fokus på hållbarhet inom etik och miljö. Studiens fokus är på inköpare i textilbranschen och på hur de resonerar kring avvägningen mellan hållbarhet och kostnad, samt titta på hur en stark leverantörsrelation kan leda till en förbättring i hållbarhetsmässiga frågor. Studiens teoretiska del lyfter fram forskning inom områdena nätverk, relationer, kostnad och hållbarhet som sedan etablerades i undersökningens empiri för att fylla det gap som finns. En kvalitativ metod har använts där en deduktiv ansats och tvärsnittsdesign upprättats genom intervjuer med representanter på företagen 8848 Altitude, Casall, Craft Sportswear, Didriksons och Houdini Sportswear samt en granskning av företagens hemsidor. Datainsamlingen har sedan sammanställts i studiens empiri där huvudsaklig ståndpunkt och information läggs fram som därefter kopplas till studiens teori i en analys. Huvudsakliga slutsatser i studien påvisar att aspekterna hållbarhet och kostnad har möjlighet att kombineras, dock att det fortfarande finns hinder till det. Vidare visar studien på att en stark relation mellan företaget och leverantör kan leda till utveckling och bättre lösningar för alla parter där de måste ta hänsyn till samhällets krav. / The textile industry is constantly changing where the requirements for companies are increasing when the industry is known for its creation of pollution of the environment in its production processes and emissions. This has created a critical situation where companies need to take responsibility in sustainability issues related to supplier and production. The aspects of cost has in a historical point of view been the focus in supplier decisions and in purchasing, research however shows that sustainability aspects are getting more attention and being prioritized. The purpose of this study is to examine and get an understanding about how companies prioritize the aspects of sustainability and cost in supplier decisions. Furthermore, investigate if the aspect of collaboration in the relation between company and supplier can contribute to an increased focus in sustainability aspects related to ethics and the environment. The focus of the study was on how purchasing managers in the textile industry are reasoning about the balance between sustainability and cost in supplier decisions, and look into how a strong relation to suppliers can contribute to improvements in sustainable issues. The study's theoretical framework highlights research in the subjects of network, relations, cost and sustainability, which was brought together with the empirics of the study to fill the research gap. A qualitative research method was used where a deductive research approach and cross-sectional design been established through interviews with representatives at the companies of 8848 Altitude, Casall, Craft Sportswear, Didriksons and Houdini Sportswear, moreover a review of the companies websites. The collection of data where then put together in this study's empirics where the main opinions and information where presented to then be linked to the theoretical framework in an analysis. The main conclusions of this study shows that there is a possibility to combine the aspects of sustainability and cost, but that there are still barriers. The study also shows that a strong relation between company and supplier can open up to development and better solutions for both parties where they need to take the public's requirements into account. The language of the paper is written in Swedish.

No intuito de melhor entender a situação atual, objeções, limitações e perspectivas de uso da internet na pós-venda de serviços business-to-business, este estudo objetivou avaliar por que e como a internet está sendo ou não utilizada nas atividades de pós-venda de serviços de impressão corporativa e propor sugestões de melhoria desse uso para o público acadêmico científico e para os praticantes de gestão. Para isso, foi realizada uma pesquisa exploratória usando estudo de casos com duas revendas de serviços de impressão corporativa. Como síntese dos padrões das descobertas, tem-se que: a internet tem sido utilizada para obter maior agilidade na correção de problemas e na leitura dos contadores de impressão nos equipamentos; os recursos mais utilizados são o e-mail, o portal e o acesso remoto a equipamentos do cliente, o que representa um uso básico e, à medida em que se evolui na oferta de serviços de impressão, o uso da internet se torna mais complexo; a mídia social, incluindo as redes sociais, não é utilizada nem existe uma estratégia definida para seu uso; o estilo de venda voltado para a solução de problemas e o planejamento baseado em valor influenciam o uso da internet, enquanto que a venda pessoal gera no cliente uma expectativa de que a pós-venda também seja presencial; esse uso da internet pode impactar positivamente o composto de marketing, apesar de muitos dos benefícios não estarem sendo explorados; por parte dessas revendas, a internet não tem sido melhor utilizada por falta de conhecimento de seus benefícios e de suas restrições e por falta de enfoque estratégico e prioritário dos seus gestores; o próximo passo seria usar melhor o que já existe implementado e expandir esse uso para os demais clientes. Por fim, foram apresentadas sugestões de melhoria desse uso. / In order to better understand the current situation, objections, limitations and perspectives of internet use in the business-to-business after-sales services, this study aimed to evaluate why and how the internet is being used or not in activities of after-sales service in corporate printing and propose suggestions for improvement of such use to the scientific academic public and to the practitioners of management. For such, an exploratory study using case study with two resellers of corporate printing services was conducted. As summary of the findings of the patterns it follows that: the internet has been used to achieve greater agility to correct problems and to read the counters on the printing equipment; the most used resources are e-mail, portal and remote access to customer equipment, which represents a basic use and, as it evolves in offering of printing services, internet usage becomes more complex; social media, including social networks, is not used, nor is there a defined strategy for its use; the selling style oriented to problem solving and the value-based planning influence the use of internet, while the personal selling, used by such resellers, generates an expectation that the after-sales attendance is also a personal one. That use of the internet can positively impact the marketing mix, although many of the benefits are not being exploited; by those resellers, the internet has not been used for lack of better knowledge of its benefits and of its restrictions and lack of strategic and priority focus of its leaders; the next step would be to make better use of what is already in place and expand that use to other customers. Finally, suggestions have been made to improve such use.