Emerald
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Sales activity systematization and performance: differences between product and service firms Purpose The purpose of this paper is to study the impact that systematization of sales activities through sales process management has, at the firm level, on profitable sales growth in business‐to‐business (B2B) companies. The research aims to compare companies focusing on service offerings to those focusing on product offerings. Design/methodology/approach The study is based on survey data. Findings Despite the emergence of service‐dominant logic, B2B service and product companies still differ in how sales process management contributes to firm performance. Research limitations/implications The findings suggest that differences between service and product firms in their sales process management stem from the different underlying modes of interaction. The findings are generalizable to B2B companies. Practical implications The findings help businesses differentiate between productive sales process management practices in product and service firms. Originality/value The study contributes to the wider need of operationalizing ideas about sales process management at the level of organizations and business units.
Emerald - Tập 28 Số 6 - Trang 494-505 - 2013
Service innovation in product-centric firms: a multidimensional business model perspective Purpose – This article aims to investigate the nature and characteristics of business model elements required for successful service innovation. The authors examine which unique resources and capabilities product-centric firms should develop and deploy to pursue service innovation. Design/methodology/approach – Data collected from several research projects support iterations across empirical data and theory, in an abductive process. Empirical data come from product-centric firms; interviews and focus groups were the main data collection methods. Findings – Specific resources and capabilities are needed for the proposed business model elements, as defined by the overarching strategy and structure. Firms can approach the process of service innovation from different starting points and sequences, depending on the context. Research limitations/implications – Because it takes a synthesizing approach, this research lacks some detail. By taking a business model approach with a holistic perspective, it forgoes detailed descriptions to provide greater breadth. Practical implications – Managers can use business models as tools to visualize changes, which should increase internal transparency, understanding, and awareness of service opportunities and necessary changes. Dependencies exist among elements; a change in one element likely affects the others. This study provides insights into which efforts are necessary and offers managers a guiding framework. Originality/value – By providing a multidimensional perspective on service innovation, this study merges various previous research into a synthesized discussion. Combining a resources and capabilities perspective with a business model framework also leads to new insights regarding service innovation and associated activities.
Emerald - Tập 29 Số 2 - Trang 96-111 - 2014
Linking power, risk, and governance: a survey research in new product development relationships Purpose Inter‐organizational arrangements are increasingly playing an important role in new product development (NPD). This article aims to investigate the links among power, risk, and governance in these kinds of relationships. Design/methodology/approach The authors investigated the links based on the data collected from 112 respondents representing 112 different NPD relationships. Findings The results of structural equation modeling revealed that, in the situation where coercive power is imbalanced between partner firms, the weaker partner perceives relational risk while imbalances in non‐coercive power do not influence relational risk perception significantly. The results also showed that relational risk perception is strongly associated with governance modes in such a way that negatively influences trust and the norm of information sharing, and positively affects vertical control, respectively. Further investigations revealed that the influence of power bases on governance modes was mediated through the relational risk perception. Originality/value This article contributes to a better appreciation of the factors that account for important determinants of opportunistic behavior of partner firms (i.e. power asymmetries) and governance modes that are available for companies in order to impede relational risks.
Emerald - Tập 28 Số 5 - Trang 371-382 - 2013
Cooperation and competition in relationships between competitors in business networks Traditionally the relationships between competitors in the industrial market have been based on competition. The network approach and literature about strategic alliances have provided new insights into cooperation between firms based on the value chain. The empirical findings from two in‐depth studies, the rack and pinion industry and the lining industry, show that a firm can be involved in four different types of horizontal relationships at the same time. Apart from relationships consisting of competition or cooperation, a firm can live in symbiosis by coexisting with other relationships, or being involved in a relationship simultaneously containing elements of both cooperation and competition. Consequently, a successful firm needs to focus on relationship management in order to achieve a portfolio consisting of the four types of relationships to other horizontal firms.
Emerald - Tập 14 Số 3 - Trang 178-194 - 1999
Barriers to smart services for manufacturing companies – an exploratory study in the capital goods industry
Purpose
The purpose of this paper is to identify and investigate non-technical barriers for smart services in the capital goods industry.
Design/methodology/approach
A multiple methodology approach is adopted. First, qualitative workshops and interviews were conducted with 14 experts from five companies. The findings generated subsequently provided a basis for a large-scale quantitative survey of manufacturing company service representatives in the capital goods industry, the data from which were analyzed using explorative factor analysis.
Findings
In total, 25 items that represent barriers to smart service businesses were identified, using qualitative research. Large-scale quantitative research revealed 24 items structured into four factors. Additionally, the respondents’ assessment of the individual barriers’ impact on their smart service businesses is presented.
Research limitations/implications
The study focuses on manufacturing companies in the capital goods industry, mainly, in the European countries. Caution should be exercised in seeking to generalize the results to other industries. The findings should be confirmed with subsequent confirmatory analyses using additional data.
Practical implications
The authors’ findings provide a comprehensive list and classification of barriers, as well as an assessment of their severity, serving as a practical guideline for managers.
Originality/value
This paper explores the barriers to smart services from a provider’s perspective. Its holistic approach and use of large-scale quantitative data qualify it as one of the first studies of this kind.
Emerald - Tập 33 Số 6 - Trang 846-856 - 2018
Crowdsourcing to manage service gaps in service networks
Purpose
The purpose of this paper is to illustrate and conceptualize how crowdsourcing can be implemented as a potential means to address gaps in service quality within service networks and to provide guidance to marketing practitioners on the use of crowdsourcing within service networks.
Design/methodology/approach
This paper conceptualizes how crowdsourcing can be used to address service quality gaps in service networks and provides propositions regarding the effects of crowdsourcing on service quality gaps.
Findings
Conceptual paper with a literature review, suggested a model for service quality gaps in service networks and propositions regarding the effects of crowdsourcing to manage service quality gaps.
Research limitations/implications
This research contributes to the literature on crowdsourcing by theorizing how crowdsourcing impacts service quality in service networks.
Practical implications
Considerations for managers implementing crowdsourcing strategies and activities within service networks are provided. In particular, implications with regard to forming the crowd, developing the most appropriate approach and integrating value into the firm are discussed.
Originality/value
This paper offers an original contribution linking crowdsourcing to service quality.
Emerald - Tập 34 Số 7 - Trang 1497-1505 - 2019
The utilization of online sales forums by salespeople as a mesosystem for enhancing sales-activity knowledge
Purpose
Through the use of netnography, the purpose of this paper is to investigate the interaction of 192 inside sales agents who collaborate within discussion forums to create communities of practice (CoPs). Drawing on situated learning theory and inside salespersons’ discussion forums, this study showcases how inside sales agents use CoPs to better their sales activity knowledge. This paper discovered how inside sales agents reach outside their organization to seek information within their mesosystem to positively impact sales activity knowledge outcomes.
Design/methodology/approach
This study used the use of netnography to follow the online community from afar, observing and capturing the essence of interaction without intruding on the conversation. Data from two inside sales professional discussion forums, 192 inside sales agents, produced nearly 67,161 words or 496 double-spaced pages.
Findings
This research demonstrates the power of CoPs. Inside sales agents seek information outside their company, within their mesosystem, to gain knowledge to improve sales activities. As boundary spanners, inside sales agents are not restricted, but rather, proactively find ways to consistently keep learning.
Practical implications
Organizations can and should implement internal CoPs to allow the exchange between sales agents in a more controlled matter. Furthermore, sales managers should proactively seek extern CoPs and introduced them to their organization as supplemental training.
Originality/value
The use of netnography is limited in sales literature. The research provides support for the use of netnography as it provides researchers firsthand access to multiple sales roles. This unadulterated access provides sales researchers the opportunity to study the many facets of sales, with pure, genuine data.
Emerald - Tập 36 Số 4 - Trang 630-640 - 2021
Intertwining relationship marketing with supply chain management through Alderson's transvection Purpose This paper's aim is to develop an understanding of how responsiveness in a supply network may be approached from a combined relationship marketing (RM) and supply chain management (SCM) view in a complete seafood supply network context. Design/methodology/approach The paper takes the form of a case study of the upstream part of an integrated supply network from broodstock to predominately export sales. Findings Developing responsiveness involves two types of competence; technically generating value through the supply network through product transformations and knowing what the end‐user perceives as value. SCM is proposed as generating value through technical product‐transforming processes while RM as facilitating customer sensing through developed conceptions of value perception in the context of business relationships. Intertwining SCM and RM competencies to achieve responsive product supply is proposed by using Alderson's largely unnoticed transvection understanding of complete marketing channels. Originality/value The paper is a novel combination of business management fields evoking differences and complementarities to develop business relationships through intertwining RM and SCM to secure value realisation from an end‐user perspective from a multi‐tier supply network perspective. In business practice this approach provides a mindset and some developed models useful in both strategic planning of a company's role in a wider supply chain setting as well as guidance regarding the purpose of cross‐functional teamwork in operations.
Emerald - Tập 27 Số 8 - Trang 673-685 - 2012
Business relationships: an examination of the effects of buyer‐salesperson relationships on customer retention and willingness to refer and recommend Examines the effect of the quality of a salesperson’s relationship with a customer on the likelihood of retaining that customer’s business. Assesses the effects of high/low‐quality buyer‐salesperson relationships on obtaining referrals and recommendations from a customer. Results indicate that buyers who rated the quality of their relationship with their salesperson as above average were more likely to remain. In addition, above average buyer‐salesperson relationships were more likely to generate recommendations and referrals from customers. Suggests that a salesperson’s efforts to build relationships are rewarded by greater customer retention and increased business through referrals and recommendations.
Emerald - Tập 12 Số 3/4 - Trang 253-264 - 1997
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