Value-adding Services in International freight forwarding A study of how well a freight forwarding company satisfies customer value to automotive customers in a trade-lane be- tween the Nordics and the US
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Typ
Examensarbete på grundnivå
Program
Publicerad
2023
Författare
Gatenheim, Jacob
Lindfors, Amanda
Modellbyggare
Tidskriftstitel
ISSN
Volymtitel
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Sammanfattning
The following report addresses value-added services in international freight forwarding. The
study was conducted at JAS Worldwide, one of the actors in this industry with a regional headquarter in Gothenburg. The company aims to investigate the customers’ demands in the automotive industry, how well they can satisfy those demands with their services, and their understanding of what the customers perceive as value, as they intend to expand within this segment.
The trade-lane between the US and NOBA (Nordics and Baltics) is of particular interest to the
company, as it is expected to be an important trade-lane in the future. To investigate customer
demand, interviews were conducted with both current customers and potential customers, and
experts in logistics within the automotive sector. Interviews were also conducted with employees at JAS to assess whether the company had an accurate understanding of problems and challenges held by customers and whether they provided adequate value-adding services to address
those problems. The study was conducted with the model of Value Proposition Canvas.
The study revealed that the company largely meets customer demand and has a good understanding of the customers’ problems and challenges. The biggest challenge identified by customers was the unreliability of transportation. The report identified several value-adding services that the company already provides to customers in the automotive industry, as well as
several potentially value-adding services that the company could focus on more, such as data
sharing and proactivity. It was also found that the company’s perception of the significance of
several of its services differed from the customers’ perception of the service’s importance, for
example, regarding the criticality of data sharing and proactivity for the customers, as well as
the perceived importance of customer service held by the company. The company also perceived cost and reduction of emissions as important, whereas customers in the automotive industry did not prioritize them highly. One aspect that the forwarder can develop is the standardization of procedures regarding which documents and information is required to conduct
business with one another. That was something the customer viewed as a significant valueadding service.
Beskrivning
Ämne/nyckelord
International freight forwarding , Value-adding service , Automotive , Value Proposition Canvas , Perceived customer value