Services to business customers

1987 ◽  
pp. 379-385
Keyword(s):  
Business Customers

Relationship closeness paradox: contingency analysis in B2B sales

2020 ◽  
Vol 35 (6) ◽  
pp. 971-982 ◽  
Author(s):  
Yonggui Wang ◽  
Daniel Peter Hampson ◽  
Myat Su Han
Keyword(s):  
Social Exchange ◽  
Social Exchange Theory ◽  
Sales Performance ◽  
Dark Side ◽  
Negative Consequences ◽  
Contingency Analysis ◽  
Content Type ◽  
Market Expansion ◽  
Relationship Closeness ◽  
Business Customers

Purpose This study aims to examine the positive and negative consequences of relationship closeness between salespersons and their business customers in a B2B sales context: sales performance and salesperson passive opportunism. Design/methodology/approach Drawing on the social exchange theory, the authors develop a conceptual model of positive and negative consequences of relationship closeness. The authors empirically test the model using matched survey data from 269 salesperson-sales supervisor dyads and individual sales performance ratings from one of the largest distribution and market expansion companies in Myanmar. Findings Results provide evidence of positive (i.e. sales performance) and negative (i.e. salesperson passive opportunism) consequences of salesperson’s perceived relationship closeness. These relationships are, however, contingent on organization-level and employee-level factors. High extent of supervision enhances the effects of salesperson’s perceived relationship closeness on sales performance but attenuates its influence on salesperson passive opportunism. The effect of salesperson’s perceived relationship closeness on salesperson’s passive opportunism is stronger for salespersons with a promotion (vs prevention) focus. Research limitations/implications The results offer guidelines to firms seeking to optimize the efficacy of close relationships between their salespersons and customers. For example, higher levels of supervision could increase the likelihood of positive outcomes of relationship closeness while minimizing its negative consequences. Originality/value To the best of the authors’ knowledge, this study is the first to demonstrate not only the benefits of relationship closeness between salespersons and customers but also its dark side: the relationship closeness paradox.

scholarly journals Blockchain Technology in the Food Industry: A Review of Potentials, Challenges and Future Research Directions

Logistics ◽  
2020 ◽  
Vol 4 (4) ◽  
pp. 27
Author(s):  
Abderahman Rejeb ◽  
John G. Keogh ◽  
Suhaiza Zailani ◽  
Horst Treiblmaier ◽  
Karim Rejeb
Keyword(s):  
Food Industry ◽  
Future Research ◽  
Journal Articles ◽  
Comprehensive Overview ◽  
Illicit Trade ◽  
Food Supply Chains ◽  
Blockchain Technology ◽  
Potential Benefits ◽  
Future Research Directions ◽  
Business Customers

Blockchain technology has emerged as a promising technology with far-reaching implications for the food industry. The combination of immutability, enhanced visibility, transparency and data integrity provides numerous benefits that improve trust in extended food supply chains (FSCs). Blockchain can enhance traceability, enable more efficient recall and aids in risk reduction of counterfeits and other forms of illicit trade. Moreover, blockchain can enhance the integrity of credence claims such as sustainably sourced, organic or faith-based claims such as kosher or halal by integrating the authoritative source of the claim (e.g., the certification body or certification owner) into the blockchain to verify the claim integrity and reassure business customers and end consumers. Despite the promises and market hype, a comprehensive overview of the potential benefits and challenges of blockchain in FSCs is still missing. To bridge this knowledge gap, we present the findings from a systematic review and bibliometric analysis of sixty-one (61) journal articles and synthesize existing research. The main benefits of blockchain technology in FCSs are improved food traceability, enhanced collaboration, operational efficiencies and streamlined food trading processes. Potential challenges include technical, organizational and regulatory issues. We discuss the theoretical and practical implications of our research and present several ideas for future research.

scholarly journals The Integrated Networks Model: Explaining Resource Allocations in Network Markets

2003 ◽  
Vol 67 (1) ◽  
pp. 29-45 ◽  
Author(s):  
Judy K. Frels ◽  
Tasadduq Shervani ◽  
Rajendra K. Srivastava
Keyword(s):  
Resource Allocation ◽  
Value Added ◽  
Information Technology Professionals ◽  
Integrated Networks ◽  
Windows Nt ◽  
Proposed Model ◽  
Network Markets ◽  
Business Customers ◽  
The Relationship ◽  
Allocation Decisions

The last decade has witnessed a shift from a focus on the value created by a single firm and product to an examination of the value created by networks of firms (or product ecosystems) in which assets are comingled with external entities. The authors examine these market-based assets in the context of network markets and propose an Integrated Networks model in which three types of networks—user, complements, and producer—add value or enhance the attractiveness of the associated focal product. The authors empirically test the proposed model by surveying information technology professionals on their resource allocation decisions regarding the Unix and Windows NT operating systems. The findings suggest that the value added by these three networks is significantly and positively associated with resources allocated by business customers to competing products. The results also show that the three networks mediate the relationship between stand-alone product performance and resource allocation.

Current trends in access and transport architectures for business customers

1996 ◽  
Vol 1 (1) ◽  
pp. 78-87
Author(s):  
Carlos A. Alegria ◽  
Hyeon J. Lee ◽  
Richard Zoccolillo
Keyword(s):  
Current Trends ◽  
Business Customers

scholarly journals The Effect of Service Experiences over Time on a Supplier’s Retention of Business Customers

2006 ◽  
Vol 52 (12) ◽  
pp. 1811-1823 ◽  
Author(s):  
Ruth N. Bolton ◽  
Katherine N. Lemon ◽  
Matthew D. Bramlett
Keyword(s):  
Business Customers ◽  
Service Experiences ◽  
Over Time

scholarly journals Exploring the Determinants of Customer Satisfaction in Pakistan Automotive Industry

2021 ◽  
Vol 2 (1) ◽  
pp. 10-19
Author(s):  
Ahmer Muslim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Market Share ◽  
Automotive Industry ◽  
Quality Measures ◽  
Brand Awareness ◽  
Service Offering ◽  
Business Customers ◽  
Satisfaction Model ◽  
Awareness Service

Customer satisfaction is a measure of how happy the customer is with the product or service offering of a business. Customers could be highly satisfied, satisfied, neutral, angry, or very angry. Similarly, service quality measures how best the service is meeting the customer’s expectations. The customer satisfaction element is new to Pakistan automotive industry. The industry is still depending on selling cheap, low-quality products to the customer in order to increase market share. The purpose of this research is to create a customer satisfaction model for the automotive industry in Pakistan. The result at the end suggested that price, brand awareness, service quality, and Flexibility are the determinants of customer satisfaction for this industry. This research will open the way to expand the growth of industries and allow new competitors to enter the market with quality products.

scholarly journals Managing Business-to-Business Customer Relationships following Key Contact Employee Turnover in a Vendor Firm

2002 ◽  
Vol 66 (2) ◽  
pp. 83-101 ◽  
Author(s):  
Neeli Bendapudi ◽  
Robert P. Leone
Keyword(s):  
Cross Section ◽  
Employee Turnover ◽  
Customer Relationships ◽  
Broad Cross Section ◽  
Business Customers ◽  
Business To Business ◽  
Oriented Approach

Customers form relationships with the employees who serve them as well as with the vendor firms these employees represent. In many cases, a customer's relationship with an employee who is closest to them, a key contact employee, may be stronger than the customer's relationship with the vendor firm. If the key contact employee is no longer available to serve that customer, the vendor firm's relationship with the customer may become vulnerable. In this article, the authors present the results of two studies that examine what business-to-business customers value in their relationships with key contact employees, what customers' concerns are when a favored key contact employee is no longer available to serve them, and what vendor firms can do to alleviate these concerns and to retain employee knowledge even if they cannot retain the employee in that position. The studies are based on a discovery-oriented approach and integrate input from business-to-business customers, key contact employees, and managers from a broad cross-section of companies to develop testable propositions. The authors discuss managerial and theoretical implications and directions for further research.

Platform Service Offering to Business Customers: Strategic Considerations in Engendering Seller Use of Marketing Tools

2021 ◽  
Author(s):  
Botao Yang ◽  
Sha Yang ◽  
Shantanu Dutta
Keyword(s):  
Third Party ◽  
Consumer Reactions ◽  
Service Offering ◽  
Business Customers ◽  
Strategic Consideration

Strategic consideration of competitor and consumer reactions in third-party sellers’ use of marketing tools on e-commerce platforms.

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