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An integrative approach for the purchasing and evaluation of business services from a buyer’s perspective
Journal
Journal of Business & Industrial Marketing
ISSN
0885-8624
Type
journal article
Date Issued
2018-10-01
Author(s)
Hofmann, Erik
Abstract
Purpose: This study aims to observe different purchasing and evaluation phases during the buying of business services, thus revealing the necessity for integration of different entities during the purchasing process
Design/methodology/approach: On the basis of a systematic analysis, explorative case study methods involving five Swiss multinational companies are used. In addition, the study provides a structured literature review and uses the short-term perspective of the industrial marketing and purchasing (imp) approach as a conceptual approach
Findings: In addition to specific and business service-related difficulties, the research observes different phases “levels of integration” within the evaluation process that takes place within a company: a preparation phase, an acquisition phase and an operational phase.
Research limitations/implications: The study is limited to a qualitative research approach addressing five cases from Switzerland. However, assuming the results are generalizable, future research on service evaluation should always differentiate between the different phases of an evaluation.
Practical implications: It is shown that for practitioners, social, financial, service and informational exchange (as per imp approach) is closely related to an adequate integration of all involved entities during the different phases of purchasing. Therefore, this research provides practical support for the purchasing process to ensure highly efficient business services.
Originality/value: As there has been almost no research on business service evaluation, this paper is the first work known to extend the short-term perspective of the imp approach by addressing the different purchasing phases of an integrated service evaluation.
Design/methodology/approach: On the basis of a systematic analysis, explorative case study methods involving five Swiss multinational companies are used. In addition, the study provides a structured literature review and uses the short-term perspective of the industrial marketing and purchasing (imp) approach as a conceptual approach
Findings: In addition to specific and business service-related difficulties, the research observes different phases “levels of integration” within the evaluation process that takes place within a company: a preparation phase, an acquisition phase and an operational phase.
Research limitations/implications: The study is limited to a qualitative research approach addressing five cases from Switzerland. However, assuming the results are generalizable, future research on service evaluation should always differentiate between the different phases of an evaluation.
Practical implications: It is shown that for practitioners, social, financial, service and informational exchange (as per imp approach) is closely related to an adequate integration of all involved entities during the different phases of purchasing. Therefore, this research provides practical support for the purchasing process to ensure highly efficient business services.
Originality/value: As there has been almost no research on business service evaluation, this paper is the first work known to extend the short-term perspective of the imp approach by addressing the different purchasing phases of an integrated service evaluation.
Funding(s)
KTI-AVBD: Einkauf und Management komplexer Dienstleistungen - Der Ansatz des Advanced Value Break Downs
Language
English
HSG Classification
contribution to scientific community
HSG Profile Area
SoM - Business Innovation
Refereed
Yes
Publisher
Emerald
Volume
33
Number
8
Start page
1187
End page
1200
Subject(s)
Eprints ID
255487