• No results found

7. Slutsatser

8.4 Konfirmering

Möjligheten att konfirmera innebär att forskarens personliga värderingar inte uppsåtligen påverkat studiens resultat, givet att det inte är möjligt att uppnå fullständig objektivitet inom samhällelig forskning (Bryman, 2018, s. 470). Vi har genomgående strävat efter att hålla en så objektiv roll som möjligt och inte blanda in våra personliga åsikter i studien. För att upprätthålla detta kriterium har vi genomgående fört en tät kommunikation mellan varandra samt kontrollerat varandras arbete under processens gång.

Referenser

Alvehus, J. (2019). Skriva uppsats med kvalitativ metod: en handbok. 2:a uppl. Stockholm: Liber.

Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing science, 12 (2), 125-143.

Audi (u.å). Privatleasing Audi - leasa bil privat - Audi privatleasing. Audi. https://privatleasing.audi.se/#omprivatleasing [Hämtad 2020-02-13]

Baines, T., & Lightfoot, H. (2013). Made to serve how manufacturers can compete

through servitization and product service systems. 2:a uppl. Chichester, West Sussex:

Wiley.

Baines, T.S., Lightfoot, H.W., Benedettini, O., & Kay, J.M. (2009) The servitization of manufacturing: A review of literature and reflection on future challenges, Journal of

Manufacturing Technology Management, 20 (5), 547-567

Balaji, M., Kumar Roy, S., & Kok Wei, K. (2016). Does relationship communication matter in B2C service relationships? Journal of Services Marketing, 30 (2), 186-200. Banyte, J., & Dovaliene, A. (2014). Relations between Customer Engagement into Value Creation and Customer Loyalty. Procedia - Social and Behavioral Sciences, 156(C), 484–489.

Bastl, M., Johnson, M., Lightfoot, H., & Evans, S. (2012). Buyer-supplier relationships in a servitized environment. International Journal of Operations & Production

Management, 32 (6), 650–675.

Berry, L. (1995). Relationship marketing of services—growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23 (4), 236–245.

Bryman, A. (2018). Samhällsvetenskapliga metoder. 3:e uppl. Stockholm: Liber.

Byt Bil (2019). Nytt rekord för privatleasing av bilar i Sverige. Byt Bil. https://www.bytbil.com/nyheter/nytt-rekord-for-privatleasing-av-bilar-i-sverige-22495 [Hämtad 2020-04-28]

Cambra-Fierro, J., & Polo-Redondo, Y. (2008). Creating satisfaction in the demand- supply chain: The buyers’ perspective. Supply Chain Management: An International

Journal, 13 (3), 211–224.

Cannon, J. P., & Perreault, W. D. (1999). Buyer-Seller Relationships in Business Markets. Journal of Marketing Research, 36 (4), 439–460.

Collis, J., & Hussey, R. (2014). Business research: a practical guide for undergraduate

Dagger, T., David, M. & Ng, S. (2011). Do relationship benefits and maintenance drive commitment and loyalty? Journal of Services Marketing, 25 (4), 273-281

Day, G. (2000). Managing market relationships. Journal of the Academy of Marketing

Science, 28 (1), 24-30.

Denscombe, M. (2018). Forskningshandboken: för småskaliga forskningsprojekt inom

samhällsvetenskaperna. 4:e uppl. Lund: Studentlitteratur.

Dowling, G. (2002). Customer Relationship Management: In B2C Markets, Often Less is More. California Management Review, 44 (3), 87-104.

Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing Buyer-Seller Relationships.

Journal of Marketing, 51 (2), 11–27.

Fernandes, T. & Proença, J. (2013) Reassessing Relationships in Consumer Markets: Emotion, Cognition, and Consumer Relationship Intention. Journal of Relationship

Marketing, 12 (1), 41-58

Ganesan, S. (1994). Determinants of Long-Term Orientation in Buyer-Seller

Relationships. Journal of Marketing, 58 (2), 1–19.

Geyskens, I., Steenkamp, J., Scheer, L. & Kumar, N. (1996). The effects of trust and interdependence on relationship commitment: A trans-Atlantic study. International

Journal of Research in Marketing, 13 (4), 303-317.

Goldring, D. (2010) Commitment Variation in the Phases of the Relationship Development Process. Journal of Relationship Marketing, 9 (4), 229-246.

González, G. (2015) Service Quality and Repurchase Behaviour in the Spanish Automotive After Sales Business, Journal of Relationship Marketing, 14 (3), 239-267 Grönroos, C. (1994). From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing. Management Decision, 32 (2), 4–20.

Grönroos, C. (1995). Relationship marketing: The strategy continuum. Journal of the

Academy of Marketing Science, 23 (4), 252–254.

Grönroos, C. (1996). Relationship Marketing Logic. Asia-Australia Marketing Journal, 4 (1), 7–18.

Grönroos, C. (1997) Value‐driven relational marketing: From products to resources and competencies, Journal of Marketing Management, 13 (5), 407-419

Grönroos, C. (2004). The relationship marketing process: Communication, interaction, dialogue, value. Journal of Business & Industrial Marketing, 19 (2), 99–113.

Grönroos, C. (2015). Service Management och marknadsföring: kundorienterat

Gummesson, E. (1987). The new marketing - Developing long-term interactive relationships. Long Range Planning, 20 (4), 10–20.

Gummesson, E. (1999). Total Relationship Marketing: Experimenting With a Synthesis of Research Frontiers. Australasian Marketing Journal, 7 (1), 72–85.

Gummesson, E. (2002). Relationsmarknadsföring: från 4 P till 30 R. 3:e uppl. Malmö: Malmö: Liber ekonomi.

Gummesson, E. (2017). From relationship marketing to total relationship marketing and beyond. Journal of Services Marketing, 31 (1), 16-19.

Gwinner, K., Gremler, D., & Bitner, M. (1998). Relational benefits in services industries: The customer's perspective. Journal of The Academy of Marketing Science, 26 (2), 101– 114.

Hennig-Thurau, T., Gwinner, K. & Gremler, D. (2002). Understanding Relationship Marketing Outcomes. Journal of Service Research, 4 (3), 230-247.

Hennig‐Thurau, T. & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology and Marketing, 14 (8), 737–764.

Homburg, C., Hoyer, W., & Fassnacht, M. (2002). Service Orientation of a Retailer's Business Strategy: Dimensions, Antecedents, and Performance Outcomes. Journal of

Marketing, 66 (4), 86-101

Huber, F., & Herrmann, A. (2001). Achieving brand and dealer loyalty: the case of the automotive industry. The International Review of Retail, Distribution and Consumer

Research, 11 (2), 97–122.

Hyundai (u.å.). Vad är privatleasing och hur fungerar det? Hyundai.

https://www.hyundai.se/kop/finansiering-och-leasing/privatleasing [Hämtad 2020-02- 13]

Kim, W., Ok, C., & Gwinner, K. P., (2010) The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships. The Service

Industries Journal, 30 (7), 1139-1157

Kvale, S., Brinkmann, S., & Torhell, S.-E. (2014). Den kvalitativa forskningsintervjun. 3:e uppl. Lund: Studentlitteratur.

Keith, J. E., Lee, D.-J., & Leem, R. G. (2004). The Effect of Relational Exchange Between the Service Provider and the Customer on the Customer’s Perception of Value.

Journal of Relationship Marketing, 3 (1), 3–33.

May, T. (2013). Samhällsvetenskaplig forskning. 2:a uppl. Lund: Studentlitteratur. Oliver, J. (2015). The consumer’s perspective on evaluating products: service is the key.

Pawar, K. S., Beltagui, A., & Riedel, J. C. K. (2009). The PSO triangle: designing product, service and organisation to create value. International Journal of Operations &

Production Management, 29 (5), 468–493.

Payne, A. & Holt, S. (2001). Diagnosing Customer Value: Integrating the Value Process and Relationship Marketing. British Journal of Management, 12 (2), 159-182

Robinson, T., Clarke-Hill, C., & Clarkson, R. (2002). Differentiation through Service: A Perspective from the Commodity Chemicals Sector. The Service Industries Journal, 22 (3), 149–166

Safari, A., & Albaum, G. (2019). Transactional or relational exchange theory in B2C marketing: An agenda for a different type of relational exchange theory. Journal of

Customer Behaviour, 18 (2), 87–100.

Saunders, M., Lewis, P. & Thornhill, A. (2012). Research methods for business students. 6:e uppl. Harlow: Pearson

Schmid, D., & Huber, F. (2019). Brand love: Emotionality and development of its elements across the relationship lifecycle. Psychology & Marketing, 36 (4), 305–320. Silfvenius (2019). Nyreg dec 2019 - def siffror. Motorbranschens Riksförbund https://www.mrf.se/blog/2020/01/02/nyreg-dec-2019/ [Hämtad 2020-02-17]

Škoda (u.å.). Škoda Privatleasing - leasingbil till kampanj. Škoda. https://privatleasing.skoda.se/#dettaingar [Hämtad 2020-02-13]

Smith, L., Maull, R., & C.L. Ng, I. (2014). Servitization and operations management: a service dominant-logic approach. International Journal of Operations & Production

Management, 34 (2), 242–269.

Storbacka, K., Strandvik, T., & Grönroos, C. (1994). Managing Customer Relationships for Profit: The Dynamics of Relationship Quality. International Journal of Service

Industry Management, 5 (5), 21–38

Sääksjärvi, M., Hellén, K., Gummerus, J., & Grönroos, C. (2007). Love at first sight or a long-term affair? Different relationship levels as predictors of customer commitment.

Journal of Relationship Marketing, 6 (1), 45-61.

Toyota (u.å.). Toyota Flex Privatleasing. Toyota. https://flexprivatleasing.toyota.se/ [Hämtad 2020-02-13]

Trost, J. (1997). Kvalitativa intervjuer. 2. uppl. Lund: Studentlitteratur. Trost, J. (2010). Kvalitativa intervjuer. 4:e uppl. Lund: Studentlitteratur.

Trafa (u.å.). Fordon på väg. Trafikanalys.

https://www.trafa.se/vagtrafik/fordon/?cw=1&q=t10016|ar|nyregunder|leasing|agarkat~s tandardtable [Hämtad 2020-02-11].

Thurén, T. (2013). Källkritik. 3:e uppl. Stockholm: Liber.

Tukker, A., Hines, F., & Marin, O. (2004). Eight types of product–service system: eight ways to sustainability? Experiences from SusProNet. Business Strategy and the

Environment, 13 (4), 246–260.

Tzokas, N. & Saren, M. (1999). Value Transformation in Relationship Marketing.

Australasian Marketing Journal, 7 (1), 52-62.

Vandermerwe, S., & Rada, J. (1988). Servitization of business: Adding value by adding services. European Management Journal, 6(4), 314–324.

Vargo, S., & Lusch, R. (2004). Evolving to a New Dominant Logic for Marketing.

Journal of Marketing, 68 (1), 1–17.

Verstrepen, S., Deschoolmeester, D., & Van den Berg, R. J. (1999). Servitization in the automotive sector: creating value and competitive advantage through service after sales.

Global production management, 538–545

Visnjic Kastalli, I., & Van Looy, B. (2013). Servitization: Disentangling the impact of service business model innovation on manufacturing firm performance. Journal of

Operations Management, 31 (4), 169–180.

Vroom (2019). Privatleasingrapporten September 2019.

https://www.mrf.se/wp-content/uploads/2019/10/Privatleasingrapporten-2019-09- M%C3%85N.pdf [Hämtad 2020-02-17]

Wagner, S. M., Jönke, R., & Hadjiconstantinou, E. (2018). Relationship archetypes in aftermarkets. International Journal of Production Research, 56(6), 2250–2268

Wang, W., Lai, K. and Shou, Y. (2018), The impact of servitization on firm performance: a meta-analysis. International Journal of Operations & Production Management, 38 (7), 1562-1588

White, A. L., Stoughton, M., & Feng, L. (1999). Servicizing: the quiet transition to extended product responsibility. Tellus Institute, Boston, 97.

Wilson, D,T. (1995) An Intergrated Model of Buyer-Seller Relationships. Journal of the

Academy of Marketing Science, 23 (4), 335-345

Witell, L., Holmlund, M., & Gustafsson, A. (2020). Guest editorial: A new dawn for qualitative service research. Journal of Services Marketing, 34 (1), 1–7.