Inlämning av Examensarbete / Submission of Thesis

Hien Nguyen Thi Minh , pp. 65. MAM/Sektionen för Management, 2012.

The work

Författare / Author: Hien Nguyen Thi Minh
Titel / Title: B2B2B User Interaction and Innovation: A Framework for Complex Customer Relationship Management
Abstrakt Abstract:

Customer Relationship Management (CRM) refers to a set of management procedures that allow firms to manage their interactions with customers. On the other hand, building close relationship with customers is also a capability that helps to enhance innovation performance (Battor & Battor, 2010).
While former studies have put an emphasis on individual users and their roles in the innovation process, we focus on user firms and aim to develop a framework for innovating with B2B2B users in a complex setting by organizing CRM.
Case study has been conducted to explore the value creating processes and encounter processes of a producer, its distributors, and its users. Empirical findings show that our proposed framework can be applied to manage the interaction between these firms. In doing so, it can also foster innovation process of the producer.

Ämnesord / Subject: Företagsekonomi - Business Administration\Marketing
Företagsekonomi - Business Administration\Organization
Företagsekonomi - Business Administration\International Business
Nyckelord / Keywords: User Interaction and Innovation, Customer Relationship Management

Publication info

Dokument id / Document id: houn-8zxfp8
Program:/ Programme Masterprogram i innovation, entreprenörskap och affärsutveckling
Registreringsdatum / Date of registration: 11/11/2012
Uppsatstyp / Type of thesis: Masterarbete/Master's Thesis (120 credits)


Handledare / Supervisor: Urban Ljungquist
Examinator / Examiner: Lars Bengtsson
Organisation / Organisation: Blekinge Institute of Technology
Institution / School: MAM/Sektionen för Management
S-372 25 Ronneby
+46 455 38 50 00

Files & Access

Bifogad uppsats fil(er) / Files attached: bth2012hien.pdf (591 kB, öppnas i nytt fönster)