TITLE:
Authorized Service Vendors in Mobile Terminals Voice
AUTHORS:
Andi Mwegerano, Jyrki Sippola
KEYWORDS:
Authorized Service Vendors (ASV); Survey, Mobile Terminals (MT); Correlation
JOURNAL NAME:
iBusiness,
Vol.6 No.1,
March
12,
2014
ABSTRACT: This study examines whether authorized service
vendors (ASV) for mobile terminals (MT) are satisfied with the original
equipment manufacturer (OEM) in terms of service provided to them and also how
the ASV is performing at their premises. A seamless relationship between the
OEM and the ASV is essential for both sides to prosper in this business. When
the ASV supplies good services to end-users, this contributes to an increase in
the customer satisfaction rating, loyalty and retention. The study employs an
exploratory research design; in-depth survey interviews were carried out in six
different ASV in Europe. The study was conducted at Nokia Corporation in
Finland. The survey analysis of the association between category variables is
descriptively analyzed. The main findings in this work were that the ASV is
satisfied with the MT product manufacturer, and that the internal working
practice of the ASV organization was perceived as more positive than negative.
From the OEM side, the issue resolution time (iRT) and training before product
launch are items that should be focused on in the first place, as these affect
customer satisfaction. The ASV management should seek a way to share the
end-user customer feedback to the ASV teams, and internal information
communication should also be improved.