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Evaluation of business services from a buyer’s perspective: The place of consumption as distinctive feature
ISBN
978-2-8399-1971-5
Type
conference paper
Date Issued
2016-09-09
Author(s)
Hofmann, Erik
Abstract
Due to increasing market competition, the purchasing performance as well as the quality measurement of goods and services can be considered as an essential task within a company. Whereas goods purchasing is a well-known process, the acquisition and evaluation of business services is still underachieved. Although the importance of service quality aspects seems obvious, existing approaches mainly consider monetary evaluation criteria. The following work provides a systematic approach to increase the understanding of business service evaluation, using case study research from five Swiss multinational companies. In addition, a literature review provides insights into existing evaluation procedure. A contingency approach is conducted as a theoretical basis to address differences in the evaluation procedure regarding the service type and the point of a service consumption. Research results provide insights into existing evaluation methods revealing different requirements as well as varying accuracy depending on service type and on evaluation responsible. Conclusively, results as well as limitations are discussed concerning their managerial and theoretical contribution.
Language
English
Keywords
business service evaluation
purchasing performance
contingency theory
point of consumption
service quality
evaluation criteria
HSG Classification
contribution to scientific community
HSG Profile Area
SoM - Business Innovation
Publisher
EPFL – College of Management of Technology
Publisher place
Lausanne
Event Title
RIRL 2016: 11ème Rencontres Internationales de la Recherche en Logistique et Supply Chain Management
Event Location
Lausanne, Switzerland
Event Date
September 7-9, 2016
Subject(s)
Division(s)
Eprints ID
249193