CD var/Inc:Professional service collaboration ın B2B markets

Includes appendix

Includes list of references (223-233p)

Includes conclusion and recomendation (217-223p)

'ABSTRACT In industrialized countries the service sector has in the last years taken the place of the most important industrial sector in terms of turnovers, contribution to the gross national products as well as employment. Also studies that predict the future market development across sectors show that this trend will continue. But at the same time scientific research has not caught up with the dynamic market development yet. Therefore this study wants to contribute to the scientific view on the professional service sector. It aims to generate new scientific findings in the field of service management as well as the management of companies that use professional services as customers. Service markets, service products and the companies that offer services are on the rise but so is their cımpetiton. Also there regulations and especially the customer requirenments towards solutions, delivery models and product bundles in these markets. Therefore companies must aim to highly proffesionalize themselves in regards of the management methods they use use to steer their company and their offers within the service markets . Of course the times when management methods for produced goods were simply adapted to service markets are long gone. Today's service mangers already direct a highly specialized toolset that is geared towards the specific requirenments of services. On the other hand there are the customers of professional services. It is common knowledge that today your competitiveness depends not only on yourself and your company and management performance, but also on the quality of your supply chain . Do today's professional service customers know how to manage their service supplies well and how to integrate them into their own processes and organization? This study aims towards finding the key success factors that will define that supplier - customer relationship from beginning to end which includes the buying as well as the performance process within the delivery of professional services. Also this thesis will provide the interdependencies of these success factors and how they influence the collaboration success as well as ulimately the delivery success. Last but not least this aims to generate a statistic model that will evaluate the mathematical extend to their influence. In other words it will show how good the designed model of key success factors fits reality and which factors have the largest influence within the model in order to reach long-term delivery success between professional service suppliers and their customers. Key words: Professional service, Service Management, Service supply Chain, Customer - Supplier Relationship, Service Collaboration, Service Performance.'

1 INTRODUCTION

26 LITERATURE REVIEW

26 THE PROFESSIONAL SERVICE INDUSTRY

26 Professional Service as a Product and ıts Specific Characteristics

30 Professional Service Companies

33 Professional Service Markets

38 MANAGING PROFESSIONAL SERVICE FIRMS

38 Requirement and Goals for Managing a Professional Service Firm

39 Sale and Marketing in Service Mnagement

59 Critical Success Factors in the Pre-Consumption Phase

63 Operations Management in Service Management

79 Key Success Factors in the Consumption Phase

81 CUSTOMER COLLABORATION

81 Requirement and Goals of Professional Service Customers and Collaboration

83 Procurement of Profesional Service

88 Collaboration in the Profesional Service Industry

97 Critical Success Factors for Professional Service Customers and Collaboration

100 RESEARCH METHODOLOGY

100 INTRODUCTION

102 RESEARCH DESIGN

106 OPERATİONAL CONCEPT

109 METHODOLOGY FOR THE QUALITATIVE PART OF THE STUDY

109 Instrumentations and Measures of the Qualitative Research

113 Sample and Sampling Process for the Qualitative Research

116 Data analysis of the Qualitative Study

121 Results of the Qualitative Study

148 Validity and Reliability of the Qualitative Study

150 METHODOLOGY FOR THE QUANTİTATİVE PART OF THE STUDY

150 Instrumentations and Measures for the Quantitative Research

153 Operationalization for the Quantitative Research

164 The Sample for the Quantitative Research

168 Data collection for the Quantitative Research

171 Research Instrument for the Quantitative Research

174 Depiction of the Quantitative Research Process

174 Data Analysis of the Quantitative Research

177 Validity and Reliability of the Quantitative Research

182 DATA ANALYSIS AND RESULT

182 DEPICTION OF RESULTS

182 Descriptive Statistical Evaluation of the Complete Sample

186 Descriptive Statistical Evaluation of the Distribution of Respondents

198 TEST OF HYPOTHESES

198 Test of Hypothesis I - Relevance of the Factors

201 Test of Hypothesis II - Costumer and Supplier View

207 Test of Hypothesis III - Significance of Factor Clusters

212 Test of Hypothesis IV to IX - Influence of the Factors on Success

215 Overview of the Hypotheses Testing

217 CONCLUSİON AND RECOMMENDATIONS

223 LIST OF REFERENCES

233 APPENDIX