Search results

1 – 10 of over 11000
To view the access options for this content please click here
Article

Felicia Morgan, Dawn Deeter‐Schmelz and Christopher R. Moberg

By outsourcing or partnering with two or more firms to perform certain activities targeted toward customers, firms are engaging in service networks. This research begins…

Abstract

Purpose

By outsourcing or partnering with two or more firms to perform certain activities targeted toward customers, firms are engaging in service networks. This research begins to examine how customers evaluate firms in a strategic, B2B service network and how their assessment of firms involved in co‐producing after‐sales service affects their evaluations of a focal selling firm. These evaluations include the key relational outcomes of brand image, satisfaction, and behavioral intentions.

Design/methodology/approach

The conceptual model examines the effects of partner firm performance on customers' evaluations of a focal selling firm. Key factors such as focal brand strength and the strength of the relationship between the partner firm and the focal selling firm are proposed to influence this relationship.

Findings

Post‐sale business services provided directly to the customer are likely to play an important role in building a firm's brand image and equity, whether those services are provided by the firm or its partners.

Research limitations/implications

The individual firm to individual customer dyad approach that currently dominates the literature does not adequately capture the complex nature of today's B2B service relationships. This research develops a conceptual model that directly addresses the way customers evaluate service when it is performed by multiple partners.

Practical implications

Discovering how customers evaluate service experiences in which multiple firms co‐produce the service within a B2B service network can provide firms with the guidance needed to improve the performance of the entire network and the overall service experience of network customers.

Originality/value

This paper presents new theoretical developments in the area of business‐to‐business service networks. This research also addresses several gaps in the industrial marketing literature, particularly B2B services and branding.

Details

Journal of Business & Industrial Marketing, vol. 22 no. 6
Type: Research Article
ISSN: 0885-8624

Keywords

To view the access options for this content please click here
Article

Adriana Rossiter Hofer, Ronn J. Smith and Paul R. Murphy

The central tenet of this paper is that a firm's efforts to nurture a long-term relationship with a third-party logistics (3PLs) will be influenced by its strategic…

Abstract

Purpose

The central tenet of this paper is that a firm's efforts to nurture a long-term relationship with a third-party logistics (3PLs) will be influenced by its strategic orientation toward its own customers. The purpose of this paper is to propose that there will be a spillover effect of a firm's relationship marketing orientation (RMO) toward its customers on the nature of a firm's relationship with its 3PL, positively impacting its logistics performance.

Design/methodology/approach

A survey was administered to logistics managers in Brazilian firms that employ the services of a large 3PL. The model was tested via structural equation modeling.

Findings

Results of this research suggest that a firm's RMO toward its customers has a positive impact on the long-term orientation (LTO) toward the relationship with its 3PL, ultimately improving the firm's operations performance. Additionally, the findings reveal that the positive effect of RMO on LTO is stronger for higher levels of a firm's dependence on its 3PL.

Research limitations/implications

The results provide initial evidence that when a RMO is embedded in a firm's strategies toward its customers, there will be spillover effects on both the nature and outcomes of relationships with other partners, such as 3PLs. Research limitations include the survey implementation in an emerging market, and surveying clients of a single 3PL.

Practical implications

From the perspective of the 3PL, when selecting new clients, it is important to investigate how these potential clients relate to their own customers. In other words, 3PLs should investigate whether these potential clients embrace RMO toward their downstream customers. If that is the case, the client will be more likely to have LTO with the 3PLs with which it works.

Originality/value

While most studies in logistics outsourcing demonstrate that interorganizational conditions are key determinants of long-term and collaborative relationships with 3PLs, this study provides initial evidence that when a strategic orientation – RMO – is embedded in a firm's strategies and operations toward its customers, there will be spillover effects on both the nature and outcomes of relationships with 3PLs as well.

Details

The International Journal of Logistics Management, vol. 25 no. 2
Type: Research Article
ISSN: 0957-4093

Keywords

To view the access options for this content please click here
Article

Amir Albadvi and Monireh Hosseini

This paper's main purpose is to provide a systematic approach for mapping the value exchange in B2B relationship marketing. This approach affords a preliminary analysis in…

Abstract

Purpose

This paper's main purpose is to provide a systematic approach for mapping the value exchange in B2B relationship marketing. This approach affords a preliminary analysis in order to distinguish business customers' different value dimensions (tangibles and intangibles) and to set sights on determining suitable metrics to evaluate and quantify the value of each customer.

Design/methodology/approach

The paper uses a combination of qualitative research approaches, namely an exploratory case study, in‐depth interviews, and consensus expert opinion. The empirical study took place over three months to maximize the proposed approach's expediency in the practitioners' B2B environment and to increase the validity of the research findings.

Findings

In addition to developing a new framework originating in the value network approach for mapping, modeling and analyzing business customers' value network (BCVN), the findings posit a proposed systematic approach for practitioners and marketing scholars to scrutinize the multi‐dimension values of business relationship marketing.

Practical implications

For companies and their business customers alike, the benefits of the systematic approach proposed in this paper are an efficient analytical system giving an opportunity to B2B marketers and managers to understand their business customers' network in detail.

Originality/value

The implicit concept of maximizing customer lifetime value within the business customers' network appeals for an applied approach to better understand and analyze the real value of business customers to retain them.

Details

Journal of Business & Industrial Marketing, vol. 26 no. 7
Type: Research Article
ISSN: 0885-8624

Keywords

To view the access options for this content please click here
Article

Max Sim and Carolin Plewa

Customer engagement is of critical interest to both academics and practitioners. Extant literature focusses primarily on customer engagement with a single focal object…

Abstract

Purpose

Customer engagement is of critical interest to both academics and practitioners. Extant literature focusses primarily on customer engagement with a single focal object, usually brands; this study takes another view to consider customer engagement with multiple focal objects (service provider and context). In addition to testing the relationship of the individual dimensions of engagement with the service provider and engagement with the context, this research elaborates on their drivers, with a particular focus on distinct engagement platforms. The paper aims to discuss these issues.

Design/methodology/approach

A survey captures customer engagement with a service provider and a context in a higher education setting, with 251 responses collected across first- and third-year marketing courses in an Australian, mid-sized university.

Findings

Engagement with the service provider can drive engagement with the context. In turn, engagement with the service provider can be stimulated through the use of engagement platforms that enable customer-to-service provider interactions. The results show limited effects of customer-to-customer engagement platforms on engagement with the context though. The results are consistent across gender and student grade levels; some differences arise between international and domestic students.

Originality/value

This unique study broadens understanding of customer engagement with various focal objects and also details the flow of effects, from engagement with a service provider to engagement with the context. This research builds on conceptual discussions of engagement platforms and empirically examines their ability to facilitate affective, cognitive and behavioural engagement.

Details

Journal of Service Theory and Practice, vol. 27 no. 4
Type: Research Article
ISSN: 2055-6225

Keywords

To view the access options for this content please click here
Article

Dong Hong Zhu, Ya Wei Wang and Ya Ping Chang

The purpose of this paper is to understand the effect of online cross-recommendation of products from e-retailers on consumers’ instant cross-buying intention, and compare…

Abstract

Purpose

The purpose of this paper is to understand the effect of online cross-recommendation of products from e-retailers on consumers’ instant cross-buying intention, and compare the effect between the contexts that the decision making on focal product is difficult and easy.

Design/methodology/approach

Based on the information adoption model, this paper develops a theoretical model to investigate how online cross-recommendation of products from e-retailers influence consumers’ instant cross-buying intention. Empirical data were collected from 224 online shoppers. The Partial Least Squares technique was used to test the proposed research model.

Findings

Choice confidence on focal product and perceived usefulness of cross-buying is the antecedents of instant cross-buying intention. Brand awareness of recommended product, one-stop shopping convenience, and perceived price advantage are the antecedents of perceived usefulness of cross-buying and choice confidence on focal product when the decision making on focal product is difficult, whereas brand awareness is not when it is easy to make focal product decision. Choice confidence on focal product positively affects perceived usefulness of cross-buying when it is easy to make focal product decision, whereas the effect is not significant when the decision making on focal product is difficult.

Originality/value

Knowledge about the effect of online cross-recommendation of products on instant cross-buying intention is scarce. This study reveals the psychological mechanism of the effect of online cross-recommendation of products on consumers’ instant cross-buying intention and finds that decision-making difficulty on focal product is an important moderator.

Details

Internet Research, vol. 28 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

To view the access options for this content please click here
Article

Aki Jääskeläinen and Jussi Heikkilä

How do purchasing and supply management (PSM) practices create value for the business customers of a focal company? The purpose of this study is to approach the question…

Abstract

Purpose

How do purchasing and supply management (PSM) practices create value for the business customers of a focal company? The purpose of this study is to approach the question by investigating the delivery of value over three tiers in the supply chain, that is, from suppliers to the focal company, and further to the focal company’s customers following value chain logic.

Design/methodology/approach

The study is carried out as a qualitative interview study in four focal companies operating in business-to-business markets. A total of 32 interviews are conducted targeted to managers and directors of sales and marketing, purchasing, product/service development and business units.

Findings

The study unveils the characteristics and interplay of supplier-oriented and cross-functional PSM practices in customer value creation. The findings indicate that cross-functional integration between purchasing and the other functions of a focal firm is most beneficial in improving supply flexibility to fulfill customer preferences, identifying new supplier offerings for the customer and facilitating time-to-market of new products.

Research limitations/implications

This study enhances managers’ understanding of the characteristics of the non-financial benefits of purchasing and the role of PSM practices in customer value creation and business success. The findings are indicative of potentially successful practices in the contexts studied.

Originality/value

This study contributes to the supply chain management literature on the benefits of the purchasing function by highlighting the value created for the customer of a focal company. It also extends the discussion in the supply chain management literature on customer value creating interaction processes in business relationships by focusing on PSM practices.

Details

Supply Chain Management: An International Journal, vol. 24 no. 3
Type: Research Article
ISSN: 1359-8546

Keywords

To view the access options for this content please click here
Article

Deepak Eldho Babu, Arshinder Kaur and Chandrasekharan Rajendran

The purpose of this paper is to provide strategic recommendations for Indian hotel administrators for improving sustainability practices: environment, economic and social…

Abstract

Purpose

The purpose of this paper is to provide strategic recommendations for Indian hotel administrators for improving sustainability practices: environment, economic and social with respect to the supply chain members by analyzing performance dimensions and the importance attached to them.

Design/methodology/approach

Importance performance analysis is a tool to analyze the perception of top-level, middle-level and first-level managers in hotels. Questionnaire is developed to collect the hotel manager’s perceptions. The snowball sampling method is used for data collection.

Findings

The paper introduces specific sustainability practices, namely, environment, economic and social factors, at the interface of the tourism supply chain (TSC). This will allow the hotels to identify the importance and performance of various sustainability practices to achieve a long-term competitive advantage. The present work finds that the responding hotel managers have given highest importance to the sustainability practices within the organization and the hotel manager’s perception of sustainability practices in the TSC will vary with respect to the supply chain members.

Research limitations/implications

The effort has been made to capture specific sustainability practices across the supply chain. The paper reinstates the fact that sustainability practices are not firm specific and should be practiced at the supply chain interface. The data for the study were taken from focal organizations perspective which is the hotels.

Practical implications

Results provide the hotel administrators to develop appropriate strategies to improve their practices and functions by analyzing their strengths and weakness regarding their tangible and intangible assets. The identified sustainability practice attributes can act as a benchmark and drive the hotel industry toward possible cost-saving conditions by prioritizing the allocation of the resources while taking care of overall performance.

Social implications

Results will help the hotel administrators to identify the better sustainability practices which will reduce the negative effects and protect the Mother Nature.

Originality/value

The study included hotels/resorts from tourism locations: hill station, backwaters and coastal areas, specifically in the Indian context.

Details

Benchmarking: An International Journal, vol. 25 no. 4
Type: Research Article
ISSN: 1463-5771

Keywords

To view the access options for this content please click here
Article

Muhammad Zia Ul Haq

Despite the significance, no study examines the relationship between supply chain (SC) learning components and focal firm performance. This study aims to investigate…

Abstract

Purpose

Despite the significance, no study examines the relationship between supply chain (SC) learning components and focal firm performance. This study aims to investigate different types of SC learning (supplier, customer and internal learning) and their influence on the focal firm’s operational and financial performance.

Design/methodology/approach

Grounded in knowledge-based view and absorptive capacity theory, this study applies structural equation modeling to test the conceptual model based on data collected from 213 manufacturing firms in China.

Findings

The findings indicate that supplier and customer learning improve internal learning. Customer and internal learning have direct influence on operational performance, whereas internal learning mediates the relationship between supplier learning and operational performance. Moreover, all three dimensions of SC learning do not affect financial performance directly but operational performance plays the mediating role in their relationship.

Research limitations/implications

This study only investigates SC learning outcomes without exploring its antecedents. In addition, SC learning and their impacts on firm performance are tested empirically with cross-sectional data collected only from manufacturing firms in China.

Practical implications

The findings furnish managers to seek for competitive advantages through different types of SC learning.

Originality/value

This study offers new insights concerning the performance implications of SC learning. It divides SC learning into dimensions and shows the distinctive impacts of these dimensions on focal firm’s performance using an empirical method.

Details

Journal of Knowledge Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1367-3270

Keywords

To view the access options for this content please click here
Article

Aditi Sarkar Sengupta and Sreejesh S

The purpose of this paper is to examine the effects of other customer perception (OCP) (Brocato et al., 2012) on focal customer’s service quality perception and revisit…

Abstract

Purpose

The purpose of this paper is to examine the effects of other customer perception (OCP) (Brocato et al., 2012) on focal customer’s service quality perception and revisit intention in high- and low-involvement services and the effect of customer’s need for uniqueness (NFU) as a boundary condition of the above relationships.

Design/methodology/approach

Following a theoretical methodology, hypotheses were developed to analyze the effect of OCP, service involvement and customer’s NFU. A 2 × 2 × 2 scenario-based experiment was designed. Multivariate analysis of variance (MANOVA) was used to test the hypotheses.

Findings

The analysis reveals that the presence of conforming (versus non-conforming) other customers improves service quality perception and revisit intention of focal customers in high-involvement services, but not in low-involvement services. However, the relationship between similarity perception and outcome variables does not hold good for high-NFU customers.

Practical implications

This study suggests that conforming and non-conforming other customers are critical in forming service quality perception of high-involvement services, and highlights the boundary condition of this relationship. If service managers take service involvement and individual differences into account, and strategize their service offering aligned to their target customers, influence of other customers can be managed more efficiently.

Originality/value

As this study is one of the first empirical studies to focus on the effect of OCP on service quality perception and examine its boundary condition, it contributes significantly to the body of knowledge. Future research directions are discussed and managerial implications are proposed.

Details

Journal of Indian Business Research, vol. 9 no. 1
Type: Research Article
ISSN: 1755-4195

Keywords

To view the access options for this content please click here
Article

Wen Wu, Jingli Liu and Xiaopu Shang

Building on social informational processing theory, the purpose of this paper is to develop and test a theoretical model of moderated mediation in which social loafing…

Abstract

Purpose

Building on social informational processing theory, the purpose of this paper is to develop and test a theoretical model of moderated mediation in which social loafing tendency serves as an intervening mechanism that explains associations among two dimensions of leader–member relationships (formal and informal relationships, namely, leader–member exchange and leader–member guanxi) and customer service performance.

Design/methodology/approach

The authors designed a field study to test the hypotheses presented in this paper. A survey of 304 supervisor–employee pairs and matched customers generally provide support for this model.

Findings

The authors found that social loafing tendency played a mediating role between leader–member relationships and customer service performance. Co-worker service-oriented OCB moderated the positive relationship between leader–member guanxi and loafing tendency.

Research limitations/implications

More samples should be collected from both private and state-owned company. Both the informal and formal leader–member relationships should be unanimously included in examining how the leader–member relationships influence focal employee’s attitude and behavior, particularly in societies where the informal relationship plays noticeable role.

Practical implications

Managers should properly deal with formal and informal relationship with subordinates.

Originality/value

The influence of leader–member guanxi on employees and organization is controversial in extant literature. In some sense, this finding contributes to extant literature by further clarifying the influence of guanxi on the focal employee’s performance.

Details

Chinese Management Studies, vol. 12 no. 3
Type: Research Article
ISSN: 1750-614X

Keywords

1 – 10 of over 11000