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Aalto University School of Business Master's Theses are now in the Aaltodoc publication archive (Aalto University institutional repository)
School of Business | Department of Marketing and Management | Marketing | 2008
Thesis number: 12007
Creating customer value through brands in B2B market: case study of high-technology products
Author: Vuorma, Riina
Title: Creating customer value through brands in B2B market: case study of high-technology products
Year: 2008  Language: eng
Department: Department of Marketing and Management
Academic subject: Marketing
Index terms: markkinointi; marketing; business-to-business; business-to-business; teknologia; technology; tuotteet; products; brandit; brands; asiakasarvo; customer value
Pages: 111
Key terms: brand, brand management, brand attribute, business-to-business market, industrial market, business-to-business marketing, high-technology
The main objectives of this study are to find out which brand attributes have most value to end customers when they purchase high-technology products in business market, and are there differences in brand attribute preferences between different company sizes and lines of business. A case company operating in high-technology industry is involved in the study, and consequently, end customers’ assessment of the case company’s current brand performance is included in the study.

During the past decades, the role of brands has increased also in business markets. In addition, the manufacturers of high-technology products have acknowledged the importance of branding in differentiating their offerings. Furthermore, previous research suggests that instead of organizational buyers making purely rational choices, they can also be influenced by emotional values.

Importance of different brand attributes to end customers is studied by distributing a web-based questionnaire to case company’s end customers in Finland. The role of different brand attributes and case company’s brand performance are evaluated by using quantitative methods, and based on seven factors obtained from a factor analysis, three customer clusters are formed.

The results of this research support the previous researches. Brand choices in business market are not done based on purely rational, or tangible, attributes but intangible attributes are important as well. This research found that technical product support and product features are essential to end customers, and furthermore, machine price is less important than the operating cost of the machine. Most of the end customers prefer well-known brands in order to avoid risk and increase information efficiency.
Master's theses are stored at Learning Centre in Otaniemi.