IB> Vol.6 No.1, March 2014

Authorized Service Vendors in Mobile Terminals Voice

DownloadDownload as PDF (Size:968KB) PP. 18-28   DOI: 10.4236/ib.2014.61003

ABSTRACT

This study examines whether authorized service vendors (ASV) for mobile terminals (MT) are satisfied with the original equipment manufacturer (OEM) in terms of service provided to them and also how the ASV is performing at their premises. A seamless relationship between the OEM and the ASV is essential for both sides to prosper in this business. When the ASV supplies good services to end-users, this contributes to an increase in the customer satisfaction rating, loyalty and retention. The study employs an exploratory research design; in-depth survey interviews were carried out in six different ASV in Europe. The study was conducted at Nokia Corporation in Finland. The survey analysis of the association between category variables is descriptively analyzed. The main findings in this work were that the ASV is satisfied with the MT product manufacturer, and that the internal working practice of the ASV organization was perceived as more positive than negative. From the OEM side, the issue resolution time (iRT) and training before product launch are items that should be focused on in the first place, as these affect customer satisfaction. The ASV management should seek a way to share the end-user customer feedback to the ASV teams, and internal information communication should also be improved.

KEYWORDS


Cite this paper

Mwegerano, A. and Sippola, J. (2014) Authorized Service Vendors in Mobile Terminals Voice. iBusiness, 6, 18-28. doi: 10.4236/ib.2014.61003.

References

[1] Koufteros, X.A., Cheng, T.C.E. and Lai, K.H. (2007) Black-Box and Gray-Box Supplier Integration in Product Development: Antecedents Consequences and Moderating Role of Firm Size. Journal of Operations Management, 25, 847-870. http://dx.doi.org/10.1016/j.jom.2006.10.009
[2] Lee, H. (2000) Creating Value through Supply Chain Integration. Supply Chain Management Review, 4, 30-36.
[3] Wang, L. and Kess, P. (2006) Partnering Motives and Partner Selection: Case Studies of Finnish Distributor Relationships in China. International Journal of Physical Distribution & Logistics Management, 36, 466-478.
http://dx.doi.org/10.1108/09600030610677410
[4] Heskett, L., Jones, T.O., Loveman, G.W., Sasser, W.E. and Schlesinger, L. (1994) Putting the Service-Profit Chain to Work. Harvard Business Review.
[5] Kasper, H. and Lemmink, J. (1989) After Sales Service Quality: Views between Industrial Customers and Service Managers. Industrial Marketing Management, 18, 199-208. http://dx.doi.org/10.1016/0019-8501(89)90036-9
[6] Larsson, R. and Bowen, D.E. (1989) Organization and Customer: Managing Design and Coordination of Service. Academy of Management Review, 14, 213-233.
[7] Danaher, P.J. and Mattsson, J. (1998) A Comparison of Service Delivery Process of Different Complexity. International Journal of Service Industry Management, 9, 48-88. http://dx.doi.org/10.1108/09564239810199941
[8] Koskela, H. (2002) Customer Satisfaction and Loyalty in after Sales Service: Modes of Care in Telecommunications Systems Delivery. PhD Dissertation, HUT Industrial Management and Work and Organizational Psychology Report No. 21.
[9] Mwegerano, A.M. (2014) Managing Customer Issues through a Support Channel Network. Doctorate Thesis due for Publication.

comments powered by Disqus

Copyright © 2014 by authors and Scientific Research Publishing Inc.

Creative Commons License

This work and the related PDF file are licensed under a Creative Commons Attribution 4.0 International License.