The Role of Relational and Operational Performance in Business-to-Business Customers’ Adoption of Self-Service Technology

2006 ◽  
Vol 8 (4) ◽  
pp. 372-385 ◽  
Author(s):  
Anita D. Bhappu ◽  
Ulrike Schultze
Keyword(s):  
Operational Performance ◽  
Self Service ◽  
Self Service Technology ◽  
Business Customers ◽  
Business To Business

The Role of Emerging Technologies in Developing and Sustaining Diverse Suppliers in Competitive Markets

2013 ◽  
pp. 95-105
Author(s):  
Alvin J. Williams
Keyword(s):  
Relationship Management ◽  
Customer Relationship ◽  
Direct Impact ◽  
Goods And Services ◽  
Electronic Procurement ◽  
Management Processes ◽  
Business Customers ◽  
Business To Business

As organizations seek to maintain competitiveness in an ever-challenging global economic environment, considerable attention has been focused on rationalizing and realigning supply bases to match market realities. Firms are reducing and restructuring the number and types of suppliers from which they buy goods and services worldwide. This restructuring has a direct impact on minority suppliers. This chapter focuses on how minority suppliers can use technology, with particular focus on electronic procurement systems and related methods, to strengthen performance and attractiveness to potential business-to-business customers. Through the use of e-procurement, electronic auctions, and multiple customer relationship management processes, minority firms can strengthen relationships that lead to long-term success.

The role of other customers during self-service technology failure

2016 ◽  
Vol 11 (4) ◽  
pp. 695-715 ◽  
Author(s):  
Youjae Yi ◽  
Seo Young Kim
Keyword(s):  
Self Service ◽  
Self Service Technology

Investigating user continuance intention toward library self-service technology

2019 ◽  
Vol 37 (3) ◽  
pp. 401-417 ◽  
Author(s):  
Chorng-Guang Wu ◽  
Pei-Yin Wu
Keyword(s):  
Central Element ◽  
Public Library ◽  
Continuance Intention ◽  
Content Type ◽  
Use Of Technology ◽  
Self Service ◽  
Using Data ◽  
Self Service Technology ◽  
Expectation Confirmation

Purpose The purpose of this paper is to apply expectation-confirmation theory (ECT) and the unified theory of acceptance and use of technology (UTAUT) to identify potential determinants of library patrons’ intention to continue using (continuance) self-issue and return systems for borrowing and returning books. The role of continuance is specifically interesting and is well-established in the literature of information systems (ISs) and marketing because continuance is considered to be the central element for the survival of ISs and of self-service technology (SST). However, the role of continuance has been neglected by researchers studying library SST adoption. Design/methodology/approach A research model integrating the expectation-confirmation model of IS continuance with UTAUT was developed and empirically validated using data obtained from a field survey involving 128 active users of a self-issue and return system at a public library in Taiwan. Findings Library patrons’ continuance intention was affected by their post-adoption expectation of perceived performance, effort performance and facilitating conditions as well as their satisfaction when using self-issue and return systems. Moreover, a patron satisfaction level was influenced by performance expectancy and confirmation of initial expectations, whereas confirmation had a positive effect on all post-adoption expectations. Originality/value This study broadens perspectives on SST adoption behavior in the library context by identifying some factors that influence library patrons’ continuance decisions. Furthermore, the authors verified the applicability and predictability of the theoretical integration of ECT with UTAUT in a diverse setting because the authors sought survey participants outside of the college population.

Antecedents and Consequences of Relationship Quality in B2B Markets

2015 ◽  
Vol 6 (1) ◽  
pp. 35-60 ◽  
Author(s):  
Eman Mohamed Abd-El-Salam
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Vital Role ◽  
Business Relationship ◽  
Sustainable Business ◽  
Relationship Value ◽  
Business Customers ◽  
Business To Business

The purpose of this paper is to examine how service quality, relationship value, relationship quality and customer loyalty play a vital role in the Egyptian business to business market-and to test it empirically in agricultural business customers of chemical manufacturer with respect to their main supplier. The findings of this study show significant positive relationships among the variables under investigation. An international manufacturing company can manage its buyer-seller relationships to gain the trust, commitment, satisfaction, and loyalty of its business customers by offering high service quality. When the goal is to improve corporate marketing performance and increase business with an existing customer, managers should focus on the role of value as a key building block in their relationships. Relationship quality (satisfaction, trust and commitment) appears to be an important antecedent in establishing a sustainable business relationship. The paper adds to the understanding of business relationships in the Egyptian context by studying customer satisfaction, customer loyalty, customer trust, and customer commitment from the perspective of relationship-value-based dimensions. This approach emphasizes the pivotal role of relationship value as well as relationship quality, which has not been studied before in Egyptian business to business relationship markets.

scholarly journals Using technology to enhance and encourage dance-based exercise

2021 ◽  
Author(s):  
Alethea Blackler ◽  
Shital Desai ◽  
Levi Swann ◽  
Marianella Chamorro-Koc ◽  
Gene Moyle ◽  
...  
Keyword(s):  
Public Health ◽  
Physical Activity ◽  
Computer Science ◽  
Research Approach ◽  
Men And Women ◽  
Self Service ◽  
Self Service Technology ◽  
Significant Opportunity

This study investigated the role of Self-Service Technologies (SSTs) in dance-based exercise in order to begin exploring the motivations behind the use (or not) of SSTs by ordinary men and women in this context. The research approach employed interviews to gain insights into participants’ use of SSTs and their exercise practices, in order to start establishing ways in which dance can be re/incorporated into people’s lives through the design of appropriate SSTs. Findings from this study highlight the significant opportunity to further explore how the properties of music and dance can be integrated into the design of new SSTs. Literature suggests dance could be a beneficial exercise format for many people and self-service technology abounds for exercise but is often not used consistently. Our interviews asked participants about dance-based exercise and SSTs for exercise and showed that there is an opportunity to design SSTs to help people access dance-based exercise. SSTs should help people learn dance, build confidence, and dance alone or with others. SSTs could facilitate movement and increase engagement with physical activity whilst addressing issues around logistics, confidence and dance knowledge and experience. Keywords: Public health, Computer science

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