Carvalho, José Crespo deFonseca, Frederico Rodrigues Novais da2015-10-062017-01-302015-01http://hdl.handle.net/10362/15522W is the biggest electronic goods retailer in Portugal accounting with almost fifty percent of market share in its area. During the last years, many small W suppliers had to close their doors, and many others are in huge troubles. Among the reason for this situation, the huge bargaining power of W in the relationship seems crucial. The focus of the directed research will be in the after sales department where I did an internship from September 2014 to January 2015.engmaster thesis201474247