A Conceptual Framework Enabling Understanding of Customer Satisfaction Drivers of Digitalised Vendor Managed Inventory

• This work responds to calls for more studies on customer satisfaction drivers associated with Industrial Vending Solutions (a unique form of vendor-managed inventory) implementation. It identifies key drivers of customer satisfaction and positive service quality perception as well as trust and commitment indicators for business-to-business industrial vending systems by asking: How is the customers perceived service quality impacted by the suppliers execution of the IVS dimensions and what customer satisfaction drivers can be derived? Through an explanatory approach, qualitative data on multiple cases was gathered. 14 in-depth semi-structured interviews were held with customers. We draw upon the consumer satisfaction paradigm to analyse post-usage satisfaction with application service providers services. Solution characteristics of industrial vending systems impact service quality perception through compliance with customer requirements. Customer satisfaction drivers were identified for the investigated industrial vending system, the most important being efficiency, user-friendliness and timeliness. Further, the presence of trust in customer-supplier relationships positively impacts trust and commitment intentions. A conceptual framework builds on knowledge on customer satisfaction which managers can incorporate into the value promise design, product development and marketing strategies.

Ämnesord

NATURVETENSKAP  -- Data- och informationsvetenskap -- Annan data- och informationsvetenskap (hsv//swe)

NATURAL SCIENCES  -- Computer and Information Sciences -- Other Computer and Information Science (hsv//eng)

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Nyckelord

Service Quality

Value Co-Creation

Commitment

Trust

SMEs

Publikations- och innehållstyp

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