Relationskomponenternas betydelse i en upphandlingprocess mellan konsult och kund
This paper investigates a number of components that influence the relationship between consultant and client in a procurement process of ERP. The paper deals with Trust, Commitment, Cooperation and Satisfaction. The problem lies within the fact that consultants do not know how and to what extent the components affect relationship quality. Based on the theories in the areas of procurement, relationship marketing and relationship quality, information has been gathered about how the various authors believe a procurement process works, how they view relationship marketing and how relationship quality is created. The components discussed are trust, commitment, cooperation and satisfaction. The empirical data is based on four companies, all active in the procurement of business systems. Our focus is on the consultant and how to handle the procurement process, how to create quality relationship with customers and how the components affect the relationship of the consultant's perspective. The procurement process is based on theoretical model of Verville and Halingten (2003). Relationship quality addresses how a good relationship is built up between the consultant and the client by McLachlin (2000). The importance of components in relationships is highlighted by Wilsons (1995) model. The method uses a deductive approach to qualitative inquire our respondents. The theories are then analyzed with empirical data from the four respondents, all consultants, to see how the procurement process and relationship quality are applied in practice. With the help of qualitative, empirical studies the consideration given to the components are reviewed. The analysis presents how the components affect the relationship quality seen from the view of the respondents. This has been established in a model of the procurement process where the constituent meaning is produced by how active or latent they are in the various procurement phases. The conclusion confirms that the components have a strong importance for the relationship during the procurementprocess