E-Commerce B2B Influences in the Process of After-Sales Service in Capital Assets Segment: A Case Study in a Representative Heavy Equipment Company
Autor(a) principal: | |
---|---|
Data de Publicação: | 2015 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | REMark - Revista Brasileira de Marketing |
Texto Completo: | https://periodicos.uninove.br/remark/article/view/12088 |
Resumo: | Competitive strategies are identified as guiding and divergent points between the companies, which in turn ensures the development of the market. More specifically in the capital assets sector, the need to differentiate into support translates into the requirement in machine availability, because only then can provide the return on investment in the acquisition of equipment. The attention in after sales, which aims to support the product in operating condition, is a long-term relationship and that should be performed with excellence in order to provide safety and confidence and, consequently, customer loyalty. The agility of this support and the provisioning of fast solutions is essential for the consumer. Therefore the hypothesis that e-commerce can add value in this process was tested in a representative company of heavy equipment over 70 years market. The study has been driven through exploratory interviews with professionals who work directly in customer relations the heavy equipment segment for construction. Therefore, the aim of this work was to identify how e-commerce can influence the quality of care, response speed and cost savings during the service in after sales in B2B relationships. The results show that the implementation of an information technology tool, such as electronic commerce, can provide a competitive advantage through a more assertive care and optimized in after sales. |
id |
RBM-1_c5b4f28196ce0add70297bd1c6f98c39 |
---|---|
oai_identifier_str |
oai:https://periodicos.uninove.br:article/12088 |
network_acronym_str |
RBM-1 |
network_name_str |
REMark - Revista Brasileira de Marketing |
repository_id_str |
|
spelling |
E-Commerce B2B Influences in the Process of After-Sales Service in Capital Assets Segment: A Case Study in a Representative Heavy Equipment CompanyInfluências do Comércio Eletrônico B2B no Processo de Atendimento de Pós-Vendas no Segmento de Bens de Capital: Estudo de Caso em uma Empresa Representante de Equipamentos PesadosCompetitive Strategies; Relationship Marketing; After-Sales; E-Commerce; IT and Communication.Estratégias competitivas, pós-vendas, Marketing de relacionamento, comércio eletrônico, tecnologia de informação e comunicaçãoCompetitive strategies are identified as guiding and divergent points between the companies, which in turn ensures the development of the market. More specifically in the capital assets sector, the need to differentiate into support translates into the requirement in machine availability, because only then can provide the return on investment in the acquisition of equipment. The attention in after sales, which aims to support the product in operating condition, is a long-term relationship and that should be performed with excellence in order to provide safety and confidence and, consequently, customer loyalty. The agility of this support and the provisioning of fast solutions is essential for the consumer. Therefore the hypothesis that e-commerce can add value in this process was tested in a representative company of heavy equipment over 70 years market. The study has been driven through exploratory interviews with professionals who work directly in customer relations the heavy equipment segment for construction. Therefore, the aim of this work was to identify how e-commerce can influence the quality of care, response speed and cost savings during the service in after sales in B2B relationships. The results show that the implementation of an information technology tool, such as electronic commerce, can provide a competitive advantage through a more assertive care and optimized in after sales.Estratgias competitivas so identificadas como norteadoras e pontos divergentes entre as empresas, que por sua vez garantem a evoluo do mercado. Mais especificamente no setor de bens de capital, a necessidade de se diferenciar em suporte se traduz na exigncia em disponibilidade de mquina, pois somente assim possvel proporcionar o retorno sobre o investimento realizado na aquisio do equipamento. O atendimento em ps-vendas, que visa suportar o produto em condies operacionais, um relacionamento de longo prazo e que deve ser realizado com excelncia com o intuito de proporcionar segurana e confiana e, consequentemente, fidelizar o cliente. A agilidade desse atendimento e o provisionamento de solues rpidas essencial para o consumidor e, por isso, a hiptese que o comrcio eletrnico pode agregar valor nesse processo foi testada em uma empresa representante de equipamentos pesados de mais de 70 anos de mercado. A pesquisa foi conduzida atravs de entrevistas exploratrias com profissionais que atuam diretamente no relacionamento com clientes do segmento de equipamentos pesados para construo. Portanto, o objetivo desse trabalho foi identificar como o comrcio eletrnico pode influenciar na qualidade de atendimento, velocidade de resposta e reduo de custos no processo de atendimento em ps-vendas nas relaes B2B. Os resultados apontam que a efetiva implantao de uma ferramenta de tecnologia da informao, como o comrcio eletrnico, pode proporcionar vantagens competitivas atravs de um atendimento assertivo e otimizado em ps vendas.Universidade Nove de Julho - Uninove2015-06-30info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionAvaliado por ParesPeer-reviewed Articleapplication/pdfhttps://periodicos.uninove.br/remark/article/view/1208810.5585/remark.v14i2.2933ReMark - Revista Brasileira de Marketing; v. 14, n. 2 (2015): Abril - Junho; 223-2362177-5184reponame:REMark - Revista Brasileira de Marketinginstname:Universidade Nove de Julho (UNINOVE)instacron:RBMporhttps://periodicos.uninove.br/remark/article/view/12088/5732Direitos autorais 2019 Revista Brasileira de Marketing – Remarkinfo:eu-repo/semantics/openAccessdo Amaral, Tiago Correade Camargo Junior, João BatistaPizzinatto, Andrea KassoufPitombo, Teresa Cristina Dias de Toledo2019-02-19T17:42:06Zoai:https://periodicos.uninove.br:article/12088Revistahttps://periodicos.uninove.br/remarkPRIhttps://periodicos.uninove.br/remark/oaiclaudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org2177-51842177-5184opendoar:2019-02-19T17:42:06REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE)false |
dc.title.none.fl_str_mv |
E-Commerce B2B Influences in the Process of After-Sales Service in Capital Assets Segment: A Case Study in a Representative Heavy Equipment Company Influências do Comércio Eletrônico B2B no Processo de Atendimento de Pós-Vendas no Segmento de Bens de Capital: Estudo de Caso em uma Empresa Representante de Equipamentos Pesados |
title |
E-Commerce B2B Influences in the Process of After-Sales Service in Capital Assets Segment: A Case Study in a Representative Heavy Equipment Company |
spellingShingle |
E-Commerce B2B Influences in the Process of After-Sales Service in Capital Assets Segment: A Case Study in a Representative Heavy Equipment Company do Amaral, Tiago Correa Competitive Strategies; Relationship Marketing; After-Sales; E-Commerce; IT and Communication. Estratégias competitivas, pós-vendas, Marketing de relacionamento, comércio eletrônico, tecnologia de informação e comunicação |
title_short |
E-Commerce B2B Influences in the Process of After-Sales Service in Capital Assets Segment: A Case Study in a Representative Heavy Equipment Company |
title_full |
E-Commerce B2B Influences in the Process of After-Sales Service in Capital Assets Segment: A Case Study in a Representative Heavy Equipment Company |
title_fullStr |
E-Commerce B2B Influences in the Process of After-Sales Service in Capital Assets Segment: A Case Study in a Representative Heavy Equipment Company |
title_full_unstemmed |
E-Commerce B2B Influences in the Process of After-Sales Service in Capital Assets Segment: A Case Study in a Representative Heavy Equipment Company |
title_sort |
E-Commerce B2B Influences in the Process of After-Sales Service in Capital Assets Segment: A Case Study in a Representative Heavy Equipment Company |
author |
do Amaral, Tiago Correa |
author_facet |
do Amaral, Tiago Correa de Camargo Junior, João Batista Pizzinatto, Andrea Kassouf Pitombo, Teresa Cristina Dias de Toledo |
author_role |
author |
author2 |
de Camargo Junior, João Batista Pizzinatto, Andrea Kassouf Pitombo, Teresa Cristina Dias de Toledo |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
do Amaral, Tiago Correa de Camargo Junior, João Batista Pizzinatto, Andrea Kassouf Pitombo, Teresa Cristina Dias de Toledo |
dc.subject.por.fl_str_mv |
Competitive Strategies; Relationship Marketing; After-Sales; E-Commerce; IT and Communication. Estratégias competitivas, pós-vendas, Marketing de relacionamento, comércio eletrônico, tecnologia de informação e comunicação |
topic |
Competitive Strategies; Relationship Marketing; After-Sales; E-Commerce; IT and Communication. Estratégias competitivas, pós-vendas, Marketing de relacionamento, comércio eletrônico, tecnologia de informação e comunicação |
description |
Competitive strategies are identified as guiding and divergent points between the companies, which in turn ensures the development of the market. More specifically in the capital assets sector, the need to differentiate into support translates into the requirement in machine availability, because only then can provide the return on investment in the acquisition of equipment. The attention in after sales, which aims to support the product in operating condition, is a long-term relationship and that should be performed with excellence in order to provide safety and confidence and, consequently, customer loyalty. The agility of this support and the provisioning of fast solutions is essential for the consumer. Therefore the hypothesis that e-commerce can add value in this process was tested in a representative company of heavy equipment over 70 years market. The study has been driven through exploratory interviews with professionals who work directly in customer relations the heavy equipment segment for construction. Therefore, the aim of this work was to identify how e-commerce can influence the quality of care, response speed and cost savings during the service in after sales in B2B relationships. The results show that the implementation of an information technology tool, such as electronic commerce, can provide a competitive advantage through a more assertive care and optimized in after sales. |
publishDate |
2015 |
dc.date.none.fl_str_mv |
2015-06-30 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Avaliado por Pares Peer-reviewed Article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://periodicos.uninove.br/remark/article/view/12088 10.5585/remark.v14i2.2933 |
url |
https://periodicos.uninove.br/remark/article/view/12088 |
identifier_str_mv |
10.5585/remark.v14i2.2933 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://periodicos.uninove.br/remark/article/view/12088/5732 |
dc.rights.driver.fl_str_mv |
Direitos autorais 2019 Revista Brasileira de Marketing – Remark info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Direitos autorais 2019 Revista Brasileira de Marketing – Remark |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidade Nove de Julho - Uninove |
publisher.none.fl_str_mv |
Universidade Nove de Julho - Uninove |
dc.source.none.fl_str_mv |
ReMark - Revista Brasileira de Marketing; v. 14, n. 2 (2015): Abril - Junho; 223-236 2177-5184 reponame:REMark - Revista Brasileira de Marketing instname:Universidade Nove de Julho (UNINOVE) instacron:RBM |
instname_str |
Universidade Nove de Julho (UNINOVE) |
instacron_str |
RBM |
institution |
RBM |
reponame_str |
REMark - Revista Brasileira de Marketing |
collection |
REMark - Revista Brasileira de Marketing |
repository.name.fl_str_mv |
REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE) |
repository.mail.fl_str_mv |
claudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org |
_version_ |
1799138641521410048 |