...Chris I. Enyinda; Charles Blankson; Guangming Cao; Ifeoma E. Enyinda Purpose Rising expectations for exceptional customer experiences demand strategic amalgamation of cross-functional, customer-focused teams (marketing/sales/service departments). However, the long history of interface conflicts...

...Tale Skjølsvik This paper gives practitioners alternative approaches to choose from in their purchasing and sales of knowledge-intensive services, in addition to transactional and relational strategies. The research adds to existing research on business and industrial marketing...

... for industry collaboration, replicating the solution in multiple services and return to closed ecosystem as technology matures. Identifying business models in rapidly evolving fields such as the IoT based on a small number of case studies may result in biased findings compared to large-scale surveys...

... emotions (EA ability) and its effects on job-related outcomes in a transaction-oriented environment. Design/methodology/approach Multi-source data were gathered from 152 salespeople working for a financial service firm. Customer service and sales performance ratings were reported by supervisors...

... awareness. Only firm size was not confirmed as a determinant of brand relevance in the B2B purchasing process. Originality/value – B2B brand research is scarce, especially for industrial services. By investigating the determinants of brand relevance in a B2B purchasing context, namely...

...Germano Zarpelon Neto; Giancarlo Medeiros Pereira; Miriam Borchardt Purpose – This article aims to adopt a complementary line of reasoning by investigating the problems that manufacturers can face when providing services in different countries. Studies of the relationship between products...

.... More specifically, we address the following research questions: RQ1. How can we conceptualise solutions as an innovation? RQ2. How does the solution affect the competencies of the actors involved? © Emerald Group Publishing Limited 2015 Service Solutions...

...Professor Nelson Oly Ndubisi; Rania Mohamed Samir Hussein; Maha Mourad Purpose – This paper aims to examine the factors that affect the adoption of technological innovations in a service industry, like the higher education industry. Specifically, the use of Web-based technology (WEBCT/blackboard...

...Dr Daniel Kindström, Dr Christian Kowalkowski; Patricia Coutelle-Brillet; Arnaud Riviere; Véronique des Garets Purpose – This paper aims at better understanding the intention to adopt service innovation in a business context by analyzing the nature of perceived value. Design/methodology...

... service has taken on an increasingly important role and suppliers must do a better job in understanding the cause and impact of shortages when and if they arise. Accordingly, customer relationships must be reexamined. Discusses key issues for suppliers to consider in managing the marketing mix in shortage...

... operating characteristics and lower total costs compared to currently used products and manufacturing processes. Develops a theory of customer rejection of superior manufacturing technologies and product‐service innovations as a vehicle for summarizing a set of related propositions explaining such behavior...

... and hinted at solutions. Much has been researched and reported since then. Attempts to integrate this material over a number of areas including an international dimension, strategic and tactical implications, service and quality improvement issues and product mix decisions. Then goes on to propose solutions...

...Rick Roscitt; I. Robert Parket Considers the need imposed by increased competition for manufacturers to move from a traditional, reactive service approach based on routine maintenance programmes towards a more strategic customer servicing philosophy based on strategic service management. Argues...