Provider and relational determinants of customer solution performance
Research output: Journal Publications and Reviews › RGC 21 - Publication in refereed journal › peer-review
Author(s)
Related Research Unit(s)
Detail(s)
Original language | English |
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Pages (from-to) | 14-23 |
Journal / Publication | Industrial Marketing Management |
Volume | 56 |
Online published | 22 Mar 2016 |
Publication status | Published - Jul 2016 |
Link(s)
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
Citation Format(s)
In: Industrial Marketing Management, Vol. 56, 07.2016, p. 14-23.
Research output: Journal Publications and Reviews › RGC 21 - Publication in refereed journal › peer-review