Detail Channel's Customer Service in NICS' Business-to-Business Markets   Oleh:  Sidik, Ignas G. Jenis: Article from Bulletin/Magazine Dalam koleksi: Jurnal Manajemen Prasetiya Mulya vol. III no. 6 (1996), page 32-43. Topik: customer service; customer service; NICS; business - to - business markets Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ10.2 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada     Lihat Detail Induk Isi artikel The role of product technology in the design of contribution channel in the business - to - business setting is intuitively inevitable. Unfortunately, few work has been done in the literature, especially in the contex tof newly industrializing countries. One reason is that product technology as product technological characteristics consisting of five dimensions : a. product content complexity b. product usage complexity c. product maintenance complexity d. product repair complexity and e. product usage specificity This paper also proporses a conceptual framework for designing distribution channel in business - to - business setting. This framework relies heavily on the buyer's role as the antecedent for design alternatives. Buyer's expectation on customer service functions provided by the channel members significantly affects the channel design specifications. Two important dimensions of business - to - business customer service which have not received adequate attention in the literature are value analysis and problem solving services. Based on the transaction cost theory (Williamson, 1975) and the value chain framework (porter 1985), this paper proposes fourteen hypotheses. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Kembali

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