Paper info

CHARACTERISTICS OF A GOOD CUSTOMER REFERENCE FOR A PROCESS EQUIPMENT SUPPLIER

Anne Jalkala , Janos Arpalo, Olli Pekkarinen , Risto T. Salminen and Tuuli Mirola

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

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.