Purpose – This study aims to explore how business-to-business service failures manifest in a manufacturing context. Design/methodology/approach – The empirical research involved two case studies: case study one included 20 interviews in the metal finishing industry; case study two included 20 interviews in the paint and coatings industry. In both case studies, suppliers and customers’ perceptions were obtained to facilitate a dyadic understanding of the phenomena. Findings – Business-to-business service failure is a complex, dynamic and interactive process. It varies according to type of service, services supporting the products and services supporting the customers, service quality dimensions and the source of the failure. It can have a more profound impact than service failure in a consumer context because it may cause disruption to customers’ production and have a negative influence of failure on their clients in the network. Research limitations/implications – Business customers may play a role in value co-destruction rather than value co-creation by causing service failures due to errors on their part. The consequences of the domino effects revealed in this study need to be given careful consideration by managers. The research is exploratory, and the findings may be influenced by the manufacturing sector in which the case study firms are based. Originality/value – Business-to-business service failure has its own distinct characteristics, as it may impact widely in the business-to-business network. Domino effects implicitly dominate business-to-business service failure episodes where negative outcomes cascade downstream and affect service recipients’ customers.

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Cognisant of the wide range of cooperation between China and Africa and the existing strong Sino-African relationship, this article explores the international cooperation between Africa and China in the higher education domain, especially in the field of Open Distance Learning (ODL). The study employed data triangulation relying on both secondary and primary sources to address the main research questions. It sheds light on the development of ODL in Chinese Higher Education Institutions (HEIs) with a focus on professional development of university teachers. The article argues that ODL is crucial for emerging economies’ sustainable development. Key factors such as political, technological and socio-cultural features play a crucial role in the development and effective implementation of ODL. By exploring the potential opportunities and identifying related challenges, this article contributes to an understanding of how mutually beneficial partnerships between African universities and Chinese HEIs can be developed within the wider framework of Sino-African relationship.

Purpose This study investigates service adaptation in a business-to-business context and explores the characteristics of service adaptation and how it takes place in business-to-business markets. Design/methodology/approach Two case studies were employed to obtain both suppliers’ and customers’ perceptions of service adaptation in a business-to-business context. Findings The findings captured both suppliers’ and customers’ adaptation in a business-to-business service context. It revealed customers’ active adaptation in assisting suppliers in the business-to-business service process. Suppliers’ willingness to make adaptation appears to have an impact on their relationships with customers. Business-to-business service adaptation is a dynamic and interactive process. Research limitations/implications The findings shed light for practitioners not to neglect customers’ active participation, but to understand customers’ role in making adaptation with suppliers in the service process to enhance their service experience and business-to-business relationships. The research is exploratory and the findings of these two case studies may be influenced by the manufacturing sector in which the case study firms are based. Originality/value This paper illustrates that the interactive nature of service adaptation is particularly pertinent in a business-to-business context and that the phenomena needs much more careful attention as it provides a potential area for marketing managers to achieve service differentiation.