Evaluating The Performance Of Business Service Providers: Developing A Model From Multiple Case Studies

Services have become an increasingly important part of many organizations' expenditures. At the same time, organizational buyers view the purchase of business services to be highly complex. The specific characteristics of services influence the purchasing process in the sense that certain steps in the purchasing process become more important, more difficult, or just different in comparison with purchasing the process for goods. This paper investigates the phase of ex post evaluation of suppliers of business services.