The Effects of Competence-Based, Expressive and Collaborative Service Performance on the B2B Service Relationship

Wu, Zhongze; Brax, Saara; Rajala, Risto

doi:10.22215/timreview/1439

Cited by 5 publications

(9 citation statements)

References 44 publications

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“…This, in turn, causes costs that may be the source of the negative influence on perceived financial performance. The positive effect of service comprehensiveness on operational performance may indicate that IT-consuming firms have been able to add all the functionalities they want to the online store (P. L. Huang et al, 2019;Ziaie et al, 2021;Zou et al, 2021), and the impact on sales performance may arise indirectly and later through operational performance. We also interpreted the outcome to indicate that finding a balance in service comprehensiveness is considered a highly significant determinant of digital service performance creation.…”

Section: Discussionmentioning

confidence: 99%

“…Y. Huang et al, 2015;Oliveira & Roth, 2012;Parasuraman et al, 2005;Tzavlopoulos et al, 2019;Wagner et al, 2020;Zeithaml et al, 2002;R. Zhang et al, 2021;Ziaie et al, 2021;Zou et al, 2021). This categorization is used as a framework for the study.…”

Section: Digital Service Capabilitiesmentioning

confidence: 99%

“…This capability, thus, is closely connected to relationship learning, which is defined as a process for improving forthcoming manners in a connection or a shared, cooperative operation in which two firms strain to generate more value in conjunction than they would generate separately or with other parties. This construct is multidimensional, with multiple aspects, including information exchange and knowledge unification (Cheung et al, 2010;Selnes & Sallis, 2003), as well as trust and commitment (Gansser et al, 2021;Zou et al, 2021).…”

Section: Relationship Capabilitiesmentioning

confidence: 99%

“…Credibility relates to the IT-consuming firm's previous experiences with the IT-producing firm, the producer's reputation, and their willingness to conduct a long-term partnership. Willingness to develop trust has been presented as an essential element of relationship capability (Gansser et al, 2021;Poppo et al, 2008;Zou et al, 2021), referring to the reliance that the collaborator occupies on the integrity and complaisance of other collaborators (Kumar et al, 1995). The length of cooperation has been presented as a trust-enhancing factor (Poppo et al, 2008).…”

Section: Relationship Capabilitiesmentioning

confidence: 99%

“…Zhang & Zhu, 2019). Successful codevelopment requires close cooperation and input from both parties (Zou et al, 2021); thus, the customer must share firm-specific and tacit information with the IT-producing firm (Rahmati et al, 2021).…”

Section: Relationship Capabilitiesmentioning

confidence: 99%

See 4 more Smart Citations

The View of IT-Consuming Firms on the Key Digital Service Capabilities of IT-Producing Firms

Sore

Saunila

Ukko

2022

IJIKM

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Aim/Purpose: This study focuses on the connection between IT-producing firms’ digital service capabilities and the digital service performance of IT-consuming firms, especially online shop operators. Background: The acquisition and integration of knowledge regarding digital service capabilities and performance can increase the level at which employees assimilate information, organize with IT-consuming firms, and cooperate with them to develop the delivery of services and customize services to fill their needs. Exploring capabilities that may enable this process is a prerequisite for all businesses offering digital services and, thus, an engrossing and ongoing interest of practitioners and scholars. However, there is a lack of research on the relationship between IT-producing firms’ digital service capabilities and the digital service performance of IT-consuming firms in the business-to-business (B2B) context. Methodology: The study builds on a survey conducted among small firms that have an online shop in use and are located in Finland. Contribution: The study offers empirical evidence for the capabilities valued by IT-consuming firms, providing a model for IT-producing firms to use when deciding on a future focus. The study was executed in a B2B setting from the viewpoint of online shop operators, presenting a novel understanding of influential digital service capabilities. Findings: Adaptability, determined by capabilities related to utilizing information gained via the integration of a digital product into other digital tools (e.g., marketing, personalization, and analytics), statistically significantly affects all three aspects of an IT-consuming firm’s digital service performance (financial, operational, and sales). Another product capability, availability, which includes aspects such as security, different aspects of functioning, and mobile adaptation, affects one aspect of digital performance, namely operational. The results also suggest that the role of service process-related capabilities in determining service comprehensiveness significantly influences two aspects of IT-consuming firms’ digital service performance: financial (negative effect) and operational (positive effect). The results show that the capabilities associated with the relationship between the producing firm and the consuming firm do not affect IT-consuming firms’ performance to the same extent. Recommendations for Practitioners: The study results suggest that IT-producing firms should concentrate on leveraging service comprehensiveness, as there has been a shift in the B2B context from merely selling a digital product and associated services. It seems that usability-related issues are now taken for granted, and the emphasis is on features that support the use of information to create value. Recommendation for Researchers: The results contribute to the capabilities literature by showing that the shift in focus from technical product-related capabilities to relationship-related capabilities is not yet evident among small online store operators. Impact on Society: In addition to offering tools with different integration possibilities, supporting IT-consuming firms in making the most of the possibilities would be very helpful. Future Research: The comprehension of the relationship between digital service capabilities and digital service performance would benefit from future research that takes into account additional control variables. The theoretical model of this study can be further studied by using other performance measures, such as market performance, as dependent variables.

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Section: Discussionmentioning

confidence: 99%

Section: Digital Service Capabilitiesmentioning

confidence: 99%

Section: Relationship Capabilitiesmentioning

confidence: 99%

Section: Relationship Capabilitiesmentioning

confidence: 99%

Section: Relationship Capabilitiesmentioning

confidence: 99%

See 3 more Smart Citations

The View of IT-Consuming Firms on the Key Digital Service Capabilities of IT-Producing Firms

Sore

Saunila

Ukko

2022

IJIKM

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Proposing a sales performance motivational framework for B2B sellers in services firms

Rodríguez,

Roberts-Lombard,

Høgevold

et al. 2024

European Research on Management and Business Economics

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The effects of service quality on relationship quality and loyalty in business-to-business electrical and electronics industry

Tangchua,

Vanichchinchai

2024

APJML

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PurposeThis study investigates the relationships between service quality, relationship quality (i.e. satisfaction, trust and commitment) and loyalty in the business-to-business (B2B) context.Design/methodology/approachA questionnaire was developed from a comprehensive literature review. It was verified by experts and statistical techniques. The data were collected from senior purchasing officers in 232 electrical and electronics companies in Thailand. Path analysis of structural equation modeling was used to analyze the hypothesized model.FindingsIt was found that service quality has a significant positive direct effect on satisfaction, trust and commitment. Commitment significantly affects loyalty, while service quality, satisfaction and trust do not.Originality/valueThis is one of the first examples of empirical research to examine the links between service quality, components of relationship quality and loyalty in the B2B electrical and electronics context.

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The Effects of Competence-Based, Expressive and Collaborative Service Performance on the B2B Service Relationship

Cited by 5 publications

References 44 publications

The View of IT-Consuming Firms on the Key Digital Service Capabilities of IT-Producing Firms

The View of IT-Consuming Firms on the Key Digital Service Capabilities of IT-Producing Firms

Proposing a sales performance motivational framework for B2B sellers in services firms

The effects of service quality on relationship quality and loyalty in business-to-business electrical and electronics industry

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