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The purpose of this study is to explore organizational social media capability in business-to-business (B2B) marketing, by focusing on what social media capability is in a B2B marketing context and how it is developed in firms engaged in B2B marketing.

This is a thematic literature review, drawing on both B2B marketing and Information Systems literature. In total, 112 academic articles from nine journals were identified and analyzed. The findings were synthesized and compiled to provide answers to the predefined research questions.

The results suggest that organizational social media capability is dependent on a deep understanding of a firm’s technological capability, i.e. recognizing the key features and categories of social media and dynamically upgrading the recognition in response to the environmental change. A four-level Social Media Capability Maturity Model (technological, operational, managed and strategic level) that collectively transfers social media’s technological capability to dynamic organizational capability is proposed.

This study contributes to an understanding of the use of social media in the context of B2B marketing from an organizational dynamic capability perspective. The model is particularly relevant to organizations that have adopted or plan to adopt a B2B social media strategy and is relevant for B2B researchers who are interested in social media research.

This paper aims to propose an approach for exploring industrial marketing network environments through a social semiotic lens.

This conceptual paper introduces social semiotic perspectives to the study of business/industrial network interaction.

This paper describes how structures of meaning derived from a cultural history of signification and interpretive processes of meaning in action are co-determined in social semiosis. The meaning of environments using this social semiotic approach is emphasised, leading us to explore the idea of the “atmosemiosphere” – the most highly complex business network level, in illustrating how meaning is made through structuration between structures of meaning and their enactments in interactions between actors within living business networks.

Figurative language plays an important role in the structuration of meaning. This facilitates establishing plots and, therefore, in the actors’ capability to tell a story, which starts with knowing what kind of story can be told. By implication, the effective networker must be a consummate moving “picture maker” and, to do so, she must have competence in narrative, emplotment, myth-making, storytelling and figuration in more than one discursive repertoire.

In using a structurational discourse perspective informed by social semiotics, our original contribution is a “business networks as discursive constructions” approach, in that discursive nets, webs of narratives and stories and labyrinths of tropes are considered just as important in constituting networks as networks of actor relationships and patterns of other activities and resources.

Drawing on sociological theories of Giddens, Bourdieu and Goffman, the purpose of this paper is to explore how different relationships are characterized between actors in interaction and determine whether social theories of practice resonate as being practical to managers.

In the empirical investigations, the authors employ the Delphi method whereby the authors “elevate” six highly experienced marketing practitioners in Dubai and Bangkok, each in different industries and from different cultural backgrounds, to designated “expert” positions in exploring the practical relevance of the practice-based theories of Bourdieu, the dramaturgy of Goffman and the structuration theory of Giddens in understanding practical experiences of managing in business-to-business networks.

The results show that aspects of these theories are consistent with practitioners’ experiences in many ways but the theories themselves do not appear to resonate with the modernist practical consciousness of the participants as being particularly pragmatic or practically useful except as resources they could selectively borrow from as bricoleurs of changing action.

Social practice theories appear rather too abstract and complex to practical actors. It is therefore paradoxical that social practice theories do not appear as sufficiently “handy” or “ready to hand” in Heidegger’s (1962) terms; being in need of translation into practical usefulness. It would appear that social practice theories can be a useful analytical vehicle for the academic analyst but cannot resonate with the modernist consciousness of the practical actor.

Drawing upon ideas of holistic systems in conjunction with practice and complexity theories, the purpose of this paper is to provide a reflective examination of sensemaking within business networks.

This is a conceptual paper that uses a meteorological metaphor to figuratively describe sensemaking within business-to-business relationships. To address this, the authors explore holonic sensemaking practices at a local, micro-level.

The weather metaphor emphasizes that local and general conditions, although qualitatively different, are mutually constituted. Consequently, local conditions must be taken seriously as they are the crucible of experience where sense is made in the moment and in particular spaces involving specific people. The suggestion is that any failure to account for these “emic” conditions is partial and flawed. The authors propose that an emphasis upon general conditions and nomothetic theories centered on cognitive generalizations has confined sensemaking theorizing. In particular, local sensemaking realities, which are characterized by embodied, communicative and cognitive practices, has been somewhat overlooked.

The main implication is that there should be greater attention to process constituted by an equal focus on sub-processes of embodied sensing and semiotic sub-processes of talking sense, along with the already strong emphasis upon cognitive sensemaking but with greater attention to local activities. As processes of embodied perception, discourse within atmosemiospheres and cognitive sensemaking are qualitatively different, the authors argue for methodological diversity which should enable investigation of these inter-animating sub-processes more comprehensively and with greater equanimity.

In industrial marketing and purchasing (IMP) terms, this means placing the spotlight on the activities component in the actor-resources-activities model. The implication is that there is a need to educate networkers in improvization and bricolaged use of their bodies, communication and minds for concrete, local and practical contexts and ease off on theorizing.

The authors explore the consequences of examining embodied and communicative sensemaking’ influences at micro-level mean, followed by an examination of how sensemaking within the IMP tradition has predominantly focused upon macro-level cognition in contrast to sensemaking more broadly, which has incorporated micro-level sensemaking including embodied, communicative influences alongside cognitive effects. The authors conclude with exploring the implications of a meteorological metaphor for research and practice.

The purpose of this paper is to promote the use of pragmatism within industrial marketing and purchasing (IMP), business-to-business (B2B)/network research with its enhanced emphasis on developing adaptable, workable solutions to practical problems. The usability of findings and the study produced means that implications and impact become a natural part of the research process rather than an afterthought concluding a research project. Although the reader might feel that the approach oscillates between viewing pragmatism in its everyday sense (through the use of terminology such as “a pragmatic approach […].,” the intent is to elevate the discussion to one where pragmatism is viewed as a guiding philosophy.

It blends literature review and conceptual contemplation and challenges convention by “reading against the grain” (Brown and Wijland, 2018).

The authors do this to challenge convention and advocate for pluralism and diversity, theoretical evolution based on empirical evidence and increased sensitivity to the critical role of discourse, semiotics and abduction as a catalyst between theory, method and empirical activities. This conceptual blending portrays “activities” and beliefs as mutually constituted through the symbolic mediation of rhetoric and discourse.

Existing elements of American pragmatism and discourse are identified as already a tacit constituent of the IMP oeuvre. Combining these approaches more explicitly is advocated as a suitable basis for a potential future “IMP 3” research agenda with significant potentials afforded to IMP and B2B marketing research.

This paper contributes to the development and dissemination of alternative and critical perspectives in marketing theory. The implication is that activities must usually be justified by actors within communication as believable and this process always involves mixtures of rational and non-rational appeals. Existing elements of American pragmatism and discourse are identified as already a tacit constituent of the IMP oeuvre. Combining these approaches more explicitly is advocated as a suitable basis for a potential future “IMP 3” research agenda with significant potentials afforded to IMP and B2B marketing research.

Based on an organizational capability perspective, this paper aims to propose a development model for social media analytics (SMA) capability that can be applied to business-to-business (B2B) marketing, with the aim of facilitating the use and integration of SMA in B2B marketing and maximizing the benefits of business networks in the age of social media.

This is a critical interpretive synthesis of SMA publications collected from academic journals, business magazines and the SMA service industry. In addition, an inter-disciplinary approach was adopted by drawing upon both marketing and information systems literature. In total, 123 academic papers, 106 industry case studies and 141 magazine papers were identified and analyzed. The findings were synthesized and compiled to address the predefined research question.

An SMA capability development model is proposed. The proposed model consists of four inter-dependent levels (technological, operational, managed and strategic) that collectively transfer the technological capability of SMA to the dynamic organizational capability. Each level of SMA capability is detailed. SMA-in-B2B marketing is highlighted as a socio-technical phenomenon, in which a technological level SMA capability is emphasized as the foundation for developing organizational level SMA capabilities and organizational capabilities, in turn, supporting and managing SMA activities and practices (e.g. strategic planning, social and cultural changes, skills and resources, measurements and values).

The proposed research framework may have implications for the operational level SMA development and the investigations on the direct and/or indirect measurements to help firms see the impact of SMA on their business.

This study may have implications for the adoption, use, integration and management of SMA in B2B marketing. The proposed model is grounded on the integrated insights from academia and industry. It is particularly relevant to B2B firms that have engaged in or plan to engage in applying SMA to extract insights from their online networks and is relevant to B2B researchers who are interested in SMA, big data and information technology organization integration studies.

This paper aims to deal with the concepts of “institutions” and “institutional logics” in the context of business-to-business (B2B) marketing systems and uses institutional theory as a framework to look at value co-creation.

By integrating the literature on value co-creation, institutional theory and institutional entrepreneurship, the paper argues that the boundaries of B2B marketing systems are continuously reshaped through legitimation processes occurring through actors’ institutional work, thus making co-created value the only legitimate value.

The paper proposes a conceptual framework and furthers the conceptual development of value co-creation and augments the literature on service-dominant logic and the notion of co-created value by assuming a legitimacy-based B2B market systems perspective.

This paper presents a number of propositions that serve to illustrate several managerial implications. These arise from organizations co-creating value by conforming to the various institutional logics that maximize their legitimacy.

The paper makes a contribution by developing a critical theoretical framework based on the application of institutional theoretical constructs/concepts (e.g. ceremonial conformity, decoupling, considerations of face, confidence and good faith).

It seems intuitive that as firms continue to try and keep in touch with the customers they serve, research should play an increasingly important role in determining the needs and wants of the consumer. Accordingly, as goods and services are tailored to meet these needs, so too does the accompanying advertising. Additionally, there is constant pressure on advertising agencies to produce advertising that consistently meets the objectives of their clients. Marketing departments, in turn, have to justify and be accountable to top management for advertising budgets. Consequently, agencies increasingly have to provide measures of effectiveness (Flandin et al 1992). In order to optimize the process(es) that will meet client objectives, agencies have to ensure that they understand how the consumer thinks and feels. One such approach to understanding the consumer's view is account planning. The main objective of this paper will be to provide a thorough review of the account planning phenomenon in advertising and in so doing, highlight the use of advertising research from a developmental perspective. This paper will describe the account planning process and how it differs from traditional agency practices. The justification for such a paper is the fact that billions of dollars are spent annually on advertising, in the hopes that the advertiser's objectives will consistently be met. If it could be demonstrated that increased attention to the consumer, in the development stages of advertising leads to more effective advertising than when consumer input is limited to the evaluation of advertising, after the fact, this would be of significant interest to advertisers as well as advertising agencies.

The purpose of this paper is to explore the developing wine markets of Japan and Singapore for New Zealand (NZ) wine. It is principally an opinion piece with some reference to the academic literature, to the trade literature and quite a bit of the authors' own experiences as marketing academics conducting research in East Asia on the growth of wine drinking in this region of the globe.

This paper is atypical in that it is more of a descriptive commentary, or “Viewpoint”, that draws on the literature interspersed with the autoethnographic reflections regarding the experiences in looking at NZ wine in Japan and Singapore as well as drawing on data from face-to-face interviews and focus groups with a variety of participants with knowledge of the global wine industry. Informal meetings were held with individuals representing NZ wineries, Japanese and Singapore wine distributors, restaurant food and beverage managers, wine journalists, wine shop proprietors and sommeliers data. Personal reflections and opinions are interspersed with the trade and academic literature in relation to the exploration of the NZ experience in the wine markets of Japan and Singapore.

The major finding is that there are marked differences between Japanese and Singaporean consumers and that the adoption of wine drinking or the incorporation of wine into one's non-traditionally wine-drinking society involves individuals who play cultural intermediary roles as communicators and distributors of “cultural products” and as translators of cultural products into meaningful local, consumption experiences. Based on personal observations, there appears to be a functional aspect to this facet of globalisation in that cultural intermediaries facilitate the adoption of wine consumption in emerging Asian markets simply through promoting it as a social accompaniment much like local alcoholic beverages, but also that wine has the capacity to enhance local cuisine.

The insights gained through personal reflection and an examination of perspectives from participants with knowledge of the wine industry in Japan and Singapore should help NZ wine producers with specific knowledge to navigate through the complexity of emerging wine markets in the Asian context.

The contribution is in looking at “sophisticated globalization” in the context of NZ wine producers looking to market a cultural product such as wine to specific Asian societies not traditionally known for wine drinking.

The aim of this study is to draw on various models of burnout and test hypotheses relating to anticipated differences in the burnout process between inbound versus outbound call centre agents. This is achieved by comparing the magnitude of the relationships in the sequence of customer stressors → emotional exhaustion → depersonalization → reduced personal accomplishment across a sample of inbound and outbound call centre agents working in a large retail bank call centre in New Zealand.

Data were collected from inbound and outbound call centre agents of a large retail bank call centre in New Zealand via a self‐administered survey questionnaire electronically distributed to all 195 call centre agents working in the bank's two call centre locations. Data obtained from the call centre agents were analysed using the SEM‐based partial least squares (PLS) methodology.

The findings of the study reveal significant differences between inbound and outbound call centre agents in terms of the extent to which emotional exhaustion impacts depersonalisation as well as the extent to which depersonalisation influences feelings of reduced personal accomplishment.

The research advances understanding of differences in the burnout process as perceived by inbound versus outbound call centre agents. Call centre management might consider improving the work environment to bring about greater job discretion/autonomy, greater job variety and performance monitoring in order to attenuate the stronger impact of these relationships in an inbound context.

These findings extend our understanding of these phenomena in the largely unexplored yet important context of call centre agent‐customer interaction in specifically highlighting differences between inbound and outbound call centre agent burnout.