Design/methodology Organisations are digitising the customer journey at a fast pace but have no idea what the effects of digitisation will be on customer experience and customer relationships. This paper describes two studies on digitisation in customer contact and the effects on customer experience …

The purpose of this paper is to gain deeper insight into the practical judgements we are making together in ongoing organizational life when realizing a complex innovative technical project for a customer and so enrich the understanding of how customer orientation emerges in an organization. The outcome …

SummarySustainability is a necessity for businesses from many different angles. Sustainable supply chain management has been gaining attention continuously due to increased attention to sustainable targets on organizational and macro policy levels. Local and organic products have been a recent demand …

The significant role of a dairy cooperative is determined by its performance. KUD Giri Tani as a dairy cooperative has low performance in its financial and supplying milk to milk processor company, such as low cash asset, large the debt to feed supplier, lack of support services provided, many farmer …

When a company decided to enter the foreign market, the company has different options for entry mode. Generally, there are four most common foreign market entry modes, these are exporting, contractual agreement, strategic alliances, and foreign direct investment. This paper focuses on the import/export …

The student executed his graduation assigment at Mitsubishi Turbocharger and Engine Europe B.V. (MTEE) within the Purchase department and more specifically the SQDE (Supplier Quality Development Engineering) team. This team is responsible for all matters related to suppliers, and with one of those matters …

Customer-supplier relationships are becoming more digital. However, a personal approach still seems to be a key success factor in the service journey, creating an optimal customer experience. In this research, we investigated the effects of a personal communication approach on customer experience and …

The research concerned semi-dyadic relations in SMEs and large companies that managed innovative suppliers in New Zealand construction supply chains. It explored effects of (independent) company variables on (mediating) procurement management variables, and also the effects of these variable types on …

Small medium enterprises represent the largest share of revenues in the apparel and fashion business, compared to larger integrated companies. Small companies however often have to rely on larger suppliers in order to efficiently produce their products. These larger suppliers however will often prioritize …

As a German conglomerate company specialized in electrical engineering and electronics, operates Siemens the world market with eight different divisions ranging from Power and Gas to Mobility. This study refers to the division Siemens Building Technologies (BT), the worlds market leader for energy efficient …