Varför företag tackar nej till SLA:s tjänster : En studie om kundkontakt, relationer och motstånd till förändring

Sammanfattning: Abstract Problem: This thesis was made by a commission from Svensk Logistikanalys AB (SLA). SLA is a relatively new firm who is working as a freight broker for firms that wants to lower their freight costs. SLA contacted Jönköpings international business school because they experienced a problem with too many firms, that had SLA’s concept introduced to them, but turned down their services. On the basis of this, following purpose of the report has been stated. Purpose: In this thesis we will study companies that have said no to the services of SLA. The purpose is to find and understand the factors that make them say no to the services. Method: In order to investigate factors that influence potential customer to SLA we interviewed six firms to whom SLA had introduce their concept to, but after a negotiation turned them down. The interviews have been well documented with help from a tape recorder, so there would be no loss of important details. The interviews was then reviewed and compared with the theory and our own opinions of the content of the interviews. Analysis: The analysis is divided into three topics; contact with customers, relations and resistance to change. When analyzing these topics we have gone through all the firms’ topic by topic and this led us to several conclusions. Conclusion: We have found several causes which has influenced SLA’s potential customer to reject SLA’s concept. Something that is common for all the firms are that time of delivery is very important and the uncertainty with introducing a new transportation company influences their decisions. Another cause is the resistance to change that arises when introducing a new transportation company. We also found some skepticism about the savings promised by SLA.