Provider and relational determinants of customer solution performance

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journalNot applicablepeer-review

10 Scopus Citations
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Detail(s)

Original languageEnglish
Pages (from-to)14-23
Journal / PublicationIndustrial Marketing Management
Volume56
Online published22 Mar 2016
Publication statusPublished - Jul 2016

Abstract

Given the increased use of business-to-business customer solutions, it is important to understand what factors may influence solution performance. Although the literature has addressed a wide number of areas related to customer solutions, there is limited knowledge on the specific issue of customer solution performance. This study contributes to the emerging value co-creation literature by investigating the influence of solution provider determinants and relational interactions between the provider and client on customer solution performance. The findings from an empirical study of a sample of high-tech companies in China reveal that the provider's adaptiveness, customer emphasis, and cross-functional coordination are positively related to customer solution performance. In addition, relational interactions of joint problem solving and conflict management play a positive role in enhancing solution performance. These findings offer important theoretical and managerial implications for the management of customer solutions.

Research Area(s)

  • Value co-creation, Customer solutions, Service-centered logic, BUYER-SUPPLIER RELATIONSHIPS, SERVICE-DOMINANT LOGIC, MARKET ORIENTATION, STRATEGIC ALLIANCES, VALUE CREATION, CO-CREATION, PRODUCT, BUSINESS, FIRM, CAPABILITIES