liu.seSearch for publications in DiVA
Change search
ReferencesLink to record
Permanent link

Direct link
CASE: Managing Customer Relationship Gaps at SKF
Stockholm University, Stockholm, Sweden.
Stockholm University, Stockholm, Sweden.
Hanken School of Economics, Helsinki, Finnland.ORCID iD: 0000-0002-4081-9737
Stockholm School of Economics , Stockholm, Sweden.
2015 (English)In: Journal of Business Market Management, ISSN 1864-0753, E-ISSN 1864-0761, Vol. 8, no 2, 455-463 p.Article in journal (Refereed) Published
Abstract [en]

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 strategies to recover the relationship. The purpose is to stimulate a discussion concerning alternative ways for handling such relationship losses. The case is especially suited as a starting point for discussions of different marketing strategies and customer relationship tactics. Teaching notes are provided with discussion questions and possible answers. 

Place, publisher, year, edition, pages
Springer Gabler, 2015. Vol. 8, no 2, 455-463 p.
Keyword [en]
Service, Disintermediation, Industrial marketing, Intermediaries, Servitization, Solutions
National Category
Business Administration
URN: urn:nbn:se:liu:diva-121407OAI: diva2:854803
Available from: 2015-09-17 Created: 2015-09-17 Last updated: 2015-10-15Bibliographically approved

Open Access in DiVA

fulltext(246 kB)86 downloads
File information
File name FULLTEXT01.pdfFile size 246 kBChecksum SHA-512
Type fulltextMimetype application/pdf

Other links

Link to publication

Search in DiVA

By author/editor
Kowalkowski, Christian
In the same journal
Journal of Business Market Management
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 86 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Total: 215 hits
ReferencesLink to record
Permanent link

Direct link