Evaluation of business services from a buyer’s perspective: the service type as a distinctive feature

Item Type Journal paper
Abstract

Due to increasing market competition, the purchasing and the measurement of the quality of goods and services can be considered as an essential task within a company. While goods purchasing and evaluation is a well-known process, research on acquisition and evaluation of business services still barely exists. Although the importance of service quality aspects seems obvious, existing approaches mainly consider monetary evaluation criteria. The following work provides a systematic approach in order to increase the understanding of business service evaluation, using case study research from five Swiss multinational companies. Additionally, a literature review provides insights into existing evaluation procedures. A contingency approach is used as the theoretical basis to address differences in the applied evaluation approach regarding the service type and the point of a service consumption. Results provide insights into different evaluation scopes; revealing different requirements and varying accuracy depending on the service type and the person responsible for the evaluation. Conclusively, the results and their limitations are discussed in regard to their managerial and theoretical contribution.

Authors Hänsel, Martin & Hofmann, Erik
Journal or Publication Title Supply Chain Forum: An International Journal
Language English
Subjects business studies
economics
Institute/School University of St.Gallen
ISCM - Institute of Supply Chain Management
HSG Classification contribution to scientific community
HSG Profile Area SoM - Business Innovation
Refereed Yes
Date 15 September 2017
Publisher Taylor & Francis Online
Volume Vol.18
Number 4
Page Range 240-248
Number of Pages 9
ISSN 1625-8312
ISSN-Digital 1624-6039
Official URL http://www.tandfonline.com/doi/full/10.1080/162583...
Depositing User M.Sc. mult Martin Hänsel
Date Deposited 18 Sep 2017 13:40
Last Modified 07 Nov 2017 12:33
URI: https://www.alexandria.unisg.ch/publications/251639

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Citation

Hänsel, Martin & Hofmann, Erik (2017) Evaluation of business services from a buyer’s perspective: the service type as a distinctive feature. Supply Chain Forum: An International Journal, Vol.18 (4). 240-248. ISSN 1625-8312

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https://www.alexandria.unisg.ch/id/eprint/251639
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