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CASE: Managing customer relationship gaps at SKF

Nordin, Fredrik; Brozovic, Danilo; Kowalkowski, Christian; … - In: jbm - Journal of Business Market Management 8 (2015) 2, pp. 455-463

This teaching case study focuses on SKF, a leading supplier of products, services and solutions. It consists of an overview of the company and then a narrative concentrating on the sudden loss of a large customer relationship. Moreover, it explores how central individuals devise various...

Persistent link: https://www.econbiz.de/10011388319

Making sense of service dynamics : the honeybee metaphor

Brozovic, Danilo; Ravald, Annika; Nordin, Fredrik - In: The journal of services marketing 29 (2015) 6/7, pp. 634-644

Persistent link: https://www.econbiz.de/10011418379

CASE : managing customer relationship gaps at SKF

Nordin, Fredrik; Brozovic, Danilo; Kowalkowski, Christian; … - In: Journal of business market management : JBM 8 (2015) 2, pp. 455-463

Persistent link: https://www.econbiz.de/10011379461

Disintermediation in business-to-business service channels : mechanisms and challenges

Nordin, Fredrik; Brozovic, Danilo; Holmlund, Maria - In: Journal of business-to-business marketing 20 (2013) 4, pp. 179-192

Persistent link: https://www.econbiz.de/10010228322

Service flexibility : conceptualizing value creation in service

Brozovic, Danilo; Nordin, Fredrik; Kindström, Daniel - In: Journal of service theory and practice : JSTP 26 (2016) 6, pp. 868-888

Persistent link: https://www.econbiz.de/10011599353