No / In the past, marketing researchers have proposed the use of simple net present value analyses to assess customer lifetime values (CLVs). However, simple net present values disregard two important aspects: (1) environmental risks affecting customer cash flows and (2) a firm's flexibility in reacting to these risks. Consequently, they are inappropriate for assessing CLVs in relationships, in which risks affect customer cash flows and suppliers are able to react. This paper suggests a typology of CLV models in accordance with the degree of environmental risk and the supplier's flexibility. The paper thus contributes to a more differentiated customer lifetime valuation and, consequently, to a more accurate basis for decision making in relationships. The use of real options analysis is recommended for relationships which are affected by environmental risks and in which suppliers are flexible. By applying real options analysis to customer lifetime valuation, the paper offers a new methodological approach, thus merging financial valuation methods with key marketing concepts.

本研究旨在分析影響自住型預售屋客戶滿意度的關鍵因素及探討有效提高自住型預售屋客戶滿意度的作法。內容主要分成三個部份：第一、從過去的文獻中探討顧客滿意度的定義，並在房地產市場中找出能夠有效提升顧客滿意度的方式；第二、以需求為導向，藉由H建設公司的問卷調查資料中，分析出能夠有效影響自住型預售屋客戶滿意度的關鍵因素；第三、以策略行銷分析的觀點探討能夠有效提升上述關鍵因素的作法。 研究結果指出，經由因素分析萃取出的「重視外觀與設計」、「重視交易過程的觀感」、「重視基本設備的品質」、「重視事後相關服務承諾的兌現」以及「重視高檔周邊設備」等五個潛在因子中，交易過程的觀感對於四個評估客戶滿意度的影響最為顯著，其次則為事後服務承諾的兌現和外觀與設計。根據邱志聖 (2010)之策略行銷架構，業者若要有效提高現今顧客的滿意度，首先要注重的就是外顯單位效益成本以及道德危機成本的改善。 最後，本研究依據策略行銷分析架構所整理出的研究結論，提出了若干實務操作上之建議，以改善自住型預售屋客戶的外顯單位效益成本與道德危機成本，使得顧客滿意度能夠達到有效的提升。 / This study aims to analyze the impact of the key factors of self-used presale house customer satisfaction and to find out effective ways to improve self-used presale house customer satisfaction. The context would mainly be divided into three parts: first, to discuss the definition of customer satisfaction from the literature from the past, and to find out that the real estate market can effectively improve the way of customer satisfaction; Second, the demand-driven by one construction company in the questionnaire survey data, the analysis can effectively influence the key factors of self-used presale house customer satisfaction; third, use the analysis of strategic marketing point of view to discuss these key factors which can effectively enhance the practice. The study results indicate the following five potential factors which are "pay attention to the appearance and design" extracted by factor analysis, "pay attention to the feeling of the transaction process, "pay attention to the quality of basic equipment", "great importance after the related services promised to honor" and "emphasis on high-end peripherals.". The perception of the transaction process for the four assessment of the impact of customer satisfaction, the most significant, followed by subsequent pledge to honor, as well as appearance and design. According to Pro.Jyh-Shen Chiou (2010), strategic marketing framework, if the industry expects to improve current customer satisfaction, the most two important things are to pay attention to C1（buyer cost/buyer utility）and C3（the cost of moral hazard）. Finally, the basis of the research is to use strategic marketing analysis framework to sort out the conclusions of the study. Furthermore, it presents a number of practical operating recommendations to improve the effectiveness of self-used presale house customer's buyer cost/buyer utility and the cost of moral hazard, making customer satisfaction can achieve effective upgrade.

Although Sustainable Public Procurement (SPP) is often seen as a powerful tool to drive sustainability across its supply chain, there is little available research in terms of how SPP actually influences its suppliers’ sustainability practices and what challenges are being faced during the process. In this study, we shed light on both issues by exploring SPP using Institutional and Power Dependence Theory in the context of the surgical instrument industry in Sweden. Methodologically, the study is grounded in an exploratory design and employs in-depth interviews with multiple stakeholders to gain a holistic understanding of the phenomena being studied. The study revealed that SPP mainly influences suppliers by requiring them to evaluate their own sustainability practices, engage in collaborative actions and make alterations when they fail to comply with the contractual terms.The most significant challenge resulted to be the lack of resources, resulting in the inability to perform sufficient follow-ups, engage in meaningful conversations with suppliers and procurers having to buy unsustainable products because of their tight budgets. Another major challenge was Sweden’s forerunner position when it comes to SPP on an international level, resulting in reluctancy on the part of international suppliers to alter their sustainability practices.

Submitted by Vanessa Nunes (vnunes@unisinos.br) on 2015-03-21T12:41:47Z No. of bitstreams: 1 JulianaCelestini.pdf: 1842948 bytes, checksum: 51dc2755ce2f0ed217fd143b762034c8 (MD5) / Made available in DSpace on 2015-03-21T12:41:47Z (GMT). No. of bitstreams: 1 JulianaCelestini.pdf: 1842948 bytes, checksum: 51dc2755ce2f0ed217fd143b762034c8 (MD5) Previous issue date: 2014-04-30 / CAPES - Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Um desafio significativo para muitas empresas é identificar os recursos que podem ser utilizados para moverem-se das relações caracterizadas por forte poder de compra e posição de barganha para parcerias baseadas na cooperação. O relacionamento colaborativo entre comprador e fornecedor tem sido reconhecido como um importante critério para alcançar resultados positivos. A teoria do capital social reconhece que as relações podem ser uma fonte de recursos físicos e informacionais. Assim, tem-se como objetivo analisar a relação das dimensões do capital social com o desempenho operacional da empresa compradora. O modelo proposto sustenta que o desempenho operacional em custo, qualidade, entrega, flexibilidade e inovatividade estão positivamente relacionados com as três dimensões – relacional, cognitiva e estrutural – do capital social. Foram amostradas plantas, no setor industrial têxtil e de confeccionados brasileiro. Obteve-se uma lista das empresas cadastradas como fabricantes nacionais de vestuário e acessórios no Guia TexBrasil da Associação Brasileira de Indústria Têxtil (ABIT). Sorteou-se de forma aleatória simples uma amostra probabilística de mil empresas. Contatou-se cada uma por telefone, e coletaram-se 503 endereços eletrônicos diretos válidos de gestores envolvidos diretamente com fornecedores. O questionário foi elaborado com base no desenvolvimento de escalas e composto por itens tipo Likert com as medidas de cada construto do capital social e do desempenho de operações. O questionário foi revisado por executivos de duas em presas do mesmo setor industrial e por três especialistas da área de operações. O pré-teste foi aplicado em uma amostra de 17executivos de formação semelhante a dos respondentes. Usou-se Análise Fatorial Confirmatória (CFA) para validar as escalas. Ajustado o questionário, empregou-se um formulário on-line, enviado e monitorado durante os meses de novembro e dezembro de 2013 para os endereços eletrônicos previamente identificados. Utilizou-se o método similar ao proposto por Dillmann (2002) e guiou-se uma survey. Obtiveram-se 117 respostas, 102 das quais válidas. Conduziu-se CFA para avaliar a validade e confiabilidade das respostas. Testaram-se as hipóteses com regressão linear múltipla. Constatou-se que as medidas do desempenho operacional do comprador relacionam-se de forma distinta com cada dimensão do capital social. Os resultados revelam que as ações de relacionamento entre comprador e fornecedor que envolve a avaliação de desempenho, a apropriabilidade, o compartilhamento de informação, o desenvolvimento do fornecedor (dimensão estrutural) e a visão e valores compartilhados (dimensão cognitiva) estão positivamente relacionados com o desempenho operacional do comprador. O fator positivamente relacionado com o desempenho em custo é a dimensão estrutural (avaliação do desempenho e apropriabilidade). O fator positivamente relacionado com o desempenho em qualidade é a dimensão estrutural (apropriabilidade). O fator associado com o desempenho em entrega é a dimensão cognitiva (visão e valores compartilhados). O fator associado com o desempenho em flexibilidade é a dimensão cognitiva (visão e valores compartilhados). O fator associado com o desempenho em inovatividade é a dimensão estrutural (desenvolvimento do fornecedor, compartilhamento de informações e apropriabilidade). Em suma, a pesquisa mostra que as empresas compradoras podem aproveitar a relação comprador-fornecedor para melhorarem seu desempenho operacional, se as dimensões apropriadas do capital social forem fomentadas. / A significant challenge to many companies is to identify the resources that can be used to move up the relationships characterized by strong buying power and bargain position to cooperation based partnerships. The collaborative relationship between buyer and supplier has been recognized as an important criterion to achieve positive results. The social capital theory recognizes that relationships can be a source of physical and informational resources. In this sense, one aims to analyze the relationship of the dimensions of social capital to the operational performance of the buyer company. The proposed model supports that the operational performance in cost, quality, delivery, flexibility and innovativeness related positively to the three dimensions – relational, cognitive and structural – of social capital. We sampled plants in the textile industry and Brazilian manufactured. We obtained a list of companies registered as domestic manufacturers of apparel and accessories in TexBrasil Guide of the Brazilian Association of Textile Industries (ABIT). One has drawn up a simple random sample composed by1000 companies. Each company was contacted by telephone and we collected 503 valid direct e-mail addresses of managers involved directly with suppliers. The questionnaire was based on the development of scales, and composed by items like Likert with the measures of each social capital and construct of the performance of operations. Executives from two companies in the same industrial sector and three experts in operation area reviewed the questionnaire. We applied the pre-test in a sample of 17 executives with similar training to the one of the respondents. We used a Confirmatory Factorial Analysis (CFA) to validate the scales. Adjusted the questionnaire, we used an on-line form, sent and monitored during the months of November and December 2013 for the e-mails previously identified. We used a similar method to that proposed by Dillmann (2002), and guided a survey. We obtained 117 valid answers, 102 of them were valid. CFA was conducted to assess the validity and reliability of the responses. Multiple linear regressions tested the hypotheses. We verified that the buyer’s operational performance measures relate differently to each dimension of social capital. The results show that the relationship actions between buyer and supplier that involve evaluating performance, appropriability, information sharing, supplier development (structural dimension) and the shared vision and values (cognitive dimension) related positively to the buyer’s operat ional performance. The factor positively related with performance in cost is the structural dimension (performance evaluation and appropriability). The factor positively related with performance in quality is the structural dimension (appropriability). The factor associated with performance in delivery is the cognitive dimension (shared vision and values). The factor associated with performance in flexibility is the cognitive dimension (shared vision and values). The factor associated with performance in innovativeness is the structural dimension (supplier development, information sharing and appropriability). In short, the research shows that the buyer companies can leverage the buyer-seller relationship to improve their operational performance, if the appropriate dimensions of the social capital are encouraged.

Titel: Inköpsassistent – vem får jobbet? En studie i konkurrensen mellan textila utbildningar iBorås.Författare: Sandra Carlqvist och Sanna UlanderHandledare: Sven-Erik Hänel, TextilhögskolanTyp av arbete: C-uppsats i Textil produktutveckling med entreprenörs- och affärsinriktning 15 högskolepoängInstitution: TextilhögskolanSpråk: SvenskaHuvudämne: Hur står sig en student från programmet Textil produktutveckling med entreprenörs- och affärsinriktning (TPU) gentemot konkurrerande programstudenter från Textilekonom och KY-Teko när de söker jobb som inköpsassistent?Bakgrund: TPU är ett nytt program och i juni 2010 går den första avgångsklassen ut med kandidatexamen. Ingen fastställd statistisk finns över eventuella karriärvägar. Behovet att veta vad arbetsgivarna efterfrågar och hur konkurrensbilden ser ut är därför aldrig kartlagd.Syfte: Genom intervjuer med studenter och företag kartlägga hur en student från TPU bäst formulerar sig för att få ett jobb som inköpsassistent.Metod: Rapporten bygger på en empirisk undersökning. Metoden till denna undersökning är intervjuer, personliga och via e-post.Huvudresultat: En TPU-student står sig bra i konkurrens mot de undersökta programmen. / <p>Textile Product Development focusing on Entrepreneurship and Business is a new education at the Swedish School of Textiles in Borås. The program was founded in year 2005 and has not yet had a full class recieve a bachelor degree. Statistics does not exist over how former students are coping with work in the field of fashion and textiles. After some research we discovered that many students start out their education with a dream of becoming a buyer. Since there are two other educations from Borås, Textile Economics and KY-Teko, we see that the competition could be stiff in that field. These educations are traditionally what employees at buyer offices have studied.How does a graduate from the newly founded Textile Product Development focusing on Entrepreneurship and Business stand compared to the traditionally bound Textile Economics and KY-Teko when applying for a job as a buyers assistant?Out study shows that a graduate from Textile Product Development focusing on Entrepreneurship and Business stands well against competition from the other textile educations mentioned above.</p><p>Program: Kandidat inom Magisterutbildning i fashion management med inriktning modemarknadsföring</p>

Competitive forces in today‟s business world are putting firms under pressure to improve quality, delivery performance, and responsiveness while simultaneously reducing cost, which for many companies have resulted in increased outsourcing of activities. Consequently a greater dependency on suppliers‟ performance in terms of quality and delivery service has evolved.Companies are therefore exploring ways to leverage their supply chains, by developing their supply chain structure and continually evaluating the role of suppliers in their activities. As supply chains have evolved, a number of different supply chain structures have emerged, based upon the networks and the level of collaboration between the buyer and supplier. The optimization of a supply chain process has proven to lead inevitably to a growing interdependence among supply chain partners. Treating all suppliers the same is no longer feasible, and a failure to recognize that some suppliers have different needs than others.The research conducted in this thesis was aimed at finding strategies, and approaches of effectively working with supplier relationship management.The empirical study was conducted at Intelbras, a Brazilian electronics manufacturer, which has a large percent of its production outsourced. Intelbras has recently segmented their supply-base into two segments; suppliers of commodity type items and suppliers of critical items. For suppliers of critical items, quality agreements were developed to attend the special needs of selected items.The findings of the research was compared and analyzed with the empirical data, which resulted in a few suggestions of possible future developments for Intelbras.Keywords: Supplier Relationship Management, Strategic Segmentation, Total Cost of Ownership, Buyer-Supplier Cooperation, Quality Agreement / Program: Industriell ekonomi - affärsingenjör

In today global business market, concepts are moving towards inter-national and inter-firm in contrary to older days. This has made companies explore ways to leverage their supply chains, and to evaluate the role of suppliers in their activities. One result has been the increased outsourcing of activities and performance. This has heightened the role of suppliers ever more.Consequently, in order to maintain competitive in the market and to be able to satisfy the knowledgeable end customer, suppliers must be completely aligned with the core company and its objectives and performances. This goal is only gained through strategic benchmarking towards Supplier Development.With a large number of suppliers to deal with, it won’t be feasible to have partnership relationship with each. The strategic approach is to classify them in a manner suitable for the company and only then start from top of the list setting goals for the most prioritized.Before making any attempt in Supplier Relationship Development, the company must start from within setting the right mindset from top down, inside its own ground. Only then Supplier development will be aligned with the objectives of the company and the program will be integrated and successful.This research sought after ways to develop a strategic and systematic method of dealing with suppliers. This guideline was classified as a step by step map of a Supplier Development program. The study was conducted for Volvo Penta Vara Company, and as part of its Supply Chain Development Program. The findings from the company and literature were compared and analyzed and finally guidelines were developed.This report is the last part of the master’s studies in Industrial Engineering-Logistics at University of Borås. It gave us the opportunity to use what we had learnt during the programme. Considering the broadness of the subject we were after, this report meant a lot of work. However, this was the challenge we wanted and an intriguing journey where we learned a lot along the way.

Detaljhandeln och dess konsumenter har sedan andra världskriget genomgått en stor förändring. Hos kunden skildras denna förändring i ett mer oberäkneligt konsumtionsmönster, samtidigt som detaljhandeln då tvingas utvecklas för att möjliggöra uppfyllandet av kundens nya behov. Forskning har visat att kundens köpbeteende allt mer styrs av värdeupplevelsen och att om en detaljist kan leverera kundvärde kan denne bli framgångsrik. Det är problematiskt att förstå vad en kund upplever som värdeskapande i köpprocessen, vilket vår uppdragsgivare önskar få hjälp med att åskådliggöra.Syfte: Syftet med denna kandidatuppsats är att ta fram en modell som utifrån värdeskapande variabler skall hjälpa uppdragsgivaren att förstå de faktorer som leder till att kunden upplever värde under köpprocessen och vilka effekter dessa ger för detaljhandelns förändringsarbete.Metod: Uppsatsen består av en litteraturstudie som inkluderar en systematisk litteraturöversikt och en analys av kvalitativ karaktär. Metodvalet resulterar i byggandet av en modell, vilken ämnar besvara uppsatsens syfte.Resultat: Den genomförda studien har visat att det finns fyra viktiga förutsättningar som ligger till grund för den utveckling som detaljhandeln har genomgått. Dessa förutsättningar påverkar ett detaljhandelsföretags existens och består av demografi, teknisk utveckling, globalisering och kundens ökade köpkraft. Vidare har detaljhandels utveckling påverkat kunden genom att denne erhållit ett förändrat kundbeteende som tenderar att vara allt mer värdestyrt. Det förändrade kundbeteendet har resulterat i att ett detaljhandelsföretag måste förstå hur denne kan leverera kundvärde för att kunna bli framgångsrik. Slutsatsen är att den framtagna modellen visar för uppdragsgivaren hur ett detaljhandelsföretag kan skapa upplevt värde för kunden och resulterar i ökad förståelse för givet ämnesområde.Vidare forskning Förslag till vidare forskning är att uppdragsgivaren testar den skapade forskningsmodellen i ett verklighetsförankrat sammanhang för att fastställa dess lämplighet. Görs detta är det lättare att uttala sig om modellens slutgiltiga trovärdighet. / <p>Since the Second World War, the retail industry and its consumers have changed. The consumers have developed an unpredictable consuming pattern, which has forced the retail industry to adjust in order to fulfill the new needs of the consumer. Research has indicated that the consumer has become more value driven, and if the retailer delivers consumer value, the possibility of success will increase. To understand what the consumer perceives as value in the buyer decision process is problematic, and to help visualizing this problematic matter is what our client wishes.</p><p>Purpose: The purpose of this thesis is to create a model based on value adding factors, aiming to help the client’s understanding in which of these factors that lead a customer to perceive value during the buyer decision process, and also in what changes this will bring to the retail industry.</p><p>Method: The thesis consists of a literary study. This literary study focuses on a systematic literature review and a qualitative analysis. The research method results in the construction of a model, which aims to answer the purpose of this thesis.</p><p>Result: The findings show four important conditions underlying the development of the retail industry and these conditions are; demography, technological development, globalization and increased consumer buying power. These four conditions are crucial for a retailer’s existence. Further, the development of the retail industry has affected the consumer in a way that has changed the consumer behavior towards being more value driven. The change in consumer behavior has made it important for the retailer to deliver consumer value in order to become successful. The conclusion is that the developed model shows the client how a retailer can create perceived value for customer and will result in a greater understanding in the given field of study.</p><p>Further research: The suggestion for future research is to examine how well suited the developed model is in the reality. Through this examination the trustworthiness of the model will be easier to comment on.</p><p>Program: Textilekonomutbildningen</p>

The goal of this diploma thesis is to analyze the buyer's decision process in the printer market for household. The most important of the theoretical part is the description of the whole process. The thesis is also focused on the different views on the buyer's decision process, description of factors, which influence the decision flow and on different types of the process. In the analytic part is the main attention sticked at the research of buyer's decision process in the printer (multifunction) market for households. It is based on questionnaire survey. Summing up and marketing recommendations are mentioned at the end of the thesis.

一、研究目的：本研究的目的在了解以下的問題：１、「購買店頭販賣之 壽險商品的潛在消費者」與非潛在消費者的人口統計變項是否有所差異？ ２、「購買店頭販賣之壽險商品的潛在消費者」與非潛在消費者對店頭販 賣壽險商品的態度為何？３、「購買店頭販賣之壽險商品的潛在消費者」 與非潛在消費者間之心理因素是否有所差異？４、「購買店頭販賣之壽險 商品的潛在消費者」對壽險資訊來源及對壽險資訊的注意程度。５、「購 買店頭販賣之壽險商品的潛在消費者」對壽險店頭市場地點的偏好？６、 「購買店頭販賣之壽險商品的潛在消費者」對店頭市場販賣壽險商品的偏 好？７、「購買店頭販賣之壽險商品的潛在消費者」對於壽險供應商有無 偏好？二、研究方法： 本研究以居住在大台北地區的民眾為研究對象， 並以壽險店頭市場為研究範圍，採用便利抽樣法抽樣，再利用統計方法上 的因素分析、卡方檢定、變異數分析、次數分析及相關分析等來作檢定與 分析。三、研究結果： 1.「年齡」、「婚姻狀況」、「教育程度」、「 個人所得約佔家中總所得比例」等人口統計變項，潛在與非潛在消費者有 顯著差異。 2.潛在與非潛在消費者對購買店頭市場販賣之壽險商品的態 度無顯著差異。 3.心理因素中，潛在與非潛在消費者只對「風險規避」 一項有顯著差異。 4.潛在消費者的資訊來源主要為「親友介紹」、「業 務員」、「報 紙」、「雜誌」、「電視」。 5.潛在消費者較偏好在「 銀行」、「百貨公司」購買壽險商品。 6.潛在消費者較偏好「終身壽險 」、「失能保險」、「醫療保險」及「生死合險─還本型」等壽險商品 。 7.潛在消費者多數表示只要保單合適，什麼性質的公司並不重要。