This thesis aims to increase the understanding for how customer satisfaction is created in business-to-business relationships in the copying machine and IT sector. A second objective is to contribute to the small, yet growing literature on the topic of satisfaction in business-tobusiness
The phase relationship marketing has recently received a great deal of attention from both academics and practitioners. Interaction theory has emphasized the importance of relationships in business-to-business markets. For many firms it is important to develop relationships. To create a successful relationship
Every day companies needs to constantly perform in order to keep their customers satisfied, whether the targeted group is an individual or an organization. One method for doing this is called Customer Relationship Management (CRM). The focus of CRM is on the