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The Internet and supplier - customer relationships
2001 (English)Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The aim for this thesis is to gain a better understanding on how the Internet is used to establish and maintain supplier-customer relationships. Three research questions were stated regarding how the Internet can be used to serve supplier-customer relationships: one general question, one regarding the benefits/advantages, and finally one that addressed the risks/disadvantages. In order to create a better theoretical understanding, articles and books in the subject have been studied. The method that was used for the thesis was a qualitative study. In order to collect the empirical data, case studies were used and, more specifically interviews. Two different departments at Ericsson represented the cases. The conclusions made were that Ericsson today doesn’t use the Internet to its full potential. The respondents recognized most of the theories presented, but the implementation was not yet a reality. The areas in which Ericsson was less developed were customization and customer communication. In general the conclusions focus on the Internet being of importance for the supplier-customer relationship and that the Extranet is a very useful tool. The risks seem to differ between different business areas, but are an important issue to be aware of.

Place, publisher, year, edition, pages
Keyword [en]
Technology, internet, marketing, relationships
Keyword [sv]
URN: urn:nbn:se:ltu:diva-42504ISRN: LTU-EX--01/170--SELocal ID: 08249c0a-3d61-4481-887b-e174a7f289adOAI: diva2:1015726
Subject / course
Student thesis, at least 30 credits
Educational program
Industrial and Management Engineering, master's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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