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Paper info: CHARACTERISTICS OF A GOOD CUSTOMER REFERENCE FOR A PROCESS EQUIPMENT SUPPLIER

Title


CHARACTERISTICS OF A GOOD CUSTOMER REFERENCE FOR A PROCESS EQUIPMENT SUPPLIER

Authors


Anne Jalkala
Lappeenranta University of Technology
Finland
Anne Jalkala , Janos Arpalo,
Olli Pekkarinen
Lappeenranta University of Technology
Finland
Olli Pekkarinen ,
Risto T. Salminen
Lappeenranta University of Technology
Finland
Risto T. Salminen and Tuuli Mirola

Place of Publication


The paper was published at the 24th IMP-conference in Uppsala, Sweden in 2008.

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Abstract


The goal of the study is to increase the understanding about the characteristics of a good customer reference from an equipment supplier customers' viewpoint. An Internet-based survey study was carried out among the supplier's current customers. Statistical analyses were used to find out relationships between the variables of the proposed Reference Characteristics (RC) model. Customer reference characteristics based on factor analysis support the proposed model. Analyses did not reveal significant differences in the importance of customer reference characteristics between different respondent backgrounds or situational variables.