NDLI: Customer understanding and communication in new technology and research services: An empirical study from life science companies

Content Provider	IEEE Xplore Digital Library
Author	Polvinen, K. Patana, A. Kanto, L. Pihlajamaa, J. Berg, P.
Copyright Year	2012
Description	Author affiliation: Aalto University / Innovation Management Institute, FIN-Espoo, Finland (Polvinen, K.; Patana, A.; Kanto, L.; Pihlajamaa, J.; Berg, P.)
Abstract	This paper explores customer understanding and communication between drug developing biotechnology companies as customers and technology and research services providing companies in business-to-business (b-to-b) context. New services are needed when research is increasingly outsourced from pharmaceutical companies to service providers. Challenges in the development of customer understanding and communication are highlighted in the paper taking different phases of drug development process and pharmaceutical company's size into consideration. Qualitative face-to-face interviews and literature review were used as research methods. Two service provider representatives and four representatives from small or medium sized drug developing biotechnology companies were involved in the study. This paper reveals that deeper partnership-like relationships could be possible especially in the early phases of drug development process if communication works well and trust is created. Discussions related to offering and customer needs are not always clear enough and communication about meaning of the results is often deficient. All this would be extremely important while fruitful communication deepens the customer relationship, creates trust and enables long-term relationships. Further study is needed especially about promoting and preventing factors for creation of trust and open communication.
Starting Page	319
Ending Page	326
File Size	390872
Page Count	8
File Format	PDF
ISBN	9781467328531
e-ISBN	9781890843250
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2012-07-29
Publisher Place	Canada
Access Restriction	Subscribed
Rights Holder	PICMET (Portland Intl conf on Manage
Subject Keyword	Companies Drugs Outsourcing Context
Content Type	Text
Resource Type	Article

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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