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Studying information system provider relationships impact on business relationships
Mälardalen University, School of Business, Society and Engineering, Industrial Economics and Organisation.ORCID iD: 0000-0003-1463-1746
Mälardalen University, School of Business, Society and Engineering, Industrial Economics and Organisation.ORCID iD: 0000-0001-7334-2480
Uppsala Universitet.ORCID iD: 0000-0003-3322-437X
2013 (English)In: BUILDNING AND MANAGING RELATIONSHIPS IN A GLOBAL NETWORK: CHALLENGES AND NECESSARY CAPABILITIES, 2013Conference paper, Published paper (Refereed)
Abstract [en]

Information systems are used for managing and supporting companies’ business relationships and have become an important part of companies’ exchanges with their customers. Information systems are usually managed by a third party, an information system provider (IS-provider). Companies are dependent on their information systems to maintain their business performances and are therefore also dependent on the IS-provider's competence. This paper studies the impact that a company’s IS-provider relationships have on its customer business relationships. By using the concept of connection and studying its degree of continuity and strength, the study offers insight on the impact of the IS-providers' relationships on a company's customer relationships. The study consists of a case study involving five customer relationships and four IS-provider relationships, creating twenty within-cases. The result shows that the companies' relationships are dependent on the exchanges with the IS-providers. This impact and the characteristic of the connection may vary over time, making the concept of continuity important to consider when evaluating a company's relationship with IS-providers. The study shows that it is important for companies to consider these two business relationships in relation to one another when managing the IS-provider relationship and the information systems that are used in customer relationships. Important management aspects can be missed in the evaluation of an IS-provider, if the connection between the relationships is left out of the analysis.

Place, publisher, year, edition, pages
2013.
Keywords [en]
Connection, business relationships, continuity, information system provider
National Category
Business Administration
Research subject
Industrial Economics and Organisations
Identifiers
URN: urn:nbn:se:mdh:diva-22994OAI: oai:DiVA.org:mdh-22994DiVA, id: diva2:667297
Conference
The 29th International Marketing and Purchasing (IMP) Conference, Friday, August 30 – Monday, September 2, 2013, Atlanta (GA), USA
Available from: 2013-11-26 Created: 2013-11-26 Last updated: 2015-11-16Bibliographically approved

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http://impgroup.org/uploads/papers/8075.pdf

Authority records BETA

Erixon, CeciliaEkman, PeterThilenius, Peter

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf