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Business-to-business suppliers invest in safety training programs believing that such programs mitigate safety hazards, prevent workplace injuries, and create value for their customers. However, causal evidence of these effects is sparse. Study 1 uses site-level monthly data from a global oil field services company. Exploiting sharp discontinuities in safety training hours due to catastrophic accidents, the authors find that a 10% increase in safety training hours per capita decreases safety hazards per capita by 6.45%–9.57%. Study 2 measures the causal impact of business establishments' safety training intensity on their workplace injuries: it leverages Local Law 196 requiring workers at construction establishments in New York City to complete at least ten hours of safety training. This legislation reduced injury rates at construction establishments in New York City by.54–.68 percentage points (a 15.56%–18.84% decrease) relative to their counterparts. Study 3, a stated-choice conjoint experiment of business-to-business procurement professionals, documents that the focal supplier's investment in safety training increases the probability of its proposal being selected by those professionals. Collectively, these findings validate the need for suppliers to invest in safety training as a risk-mitigation vehicle that has positive implications for business-to-business buying decisions. [ABSTRACT FROM AUTHOR]

A bankrupt buyer firm's interactions with its suppliers during bankruptcy have critical implications for both parties and for the broader economy, yet these interactions remain poorly understood. The authors build on research on buyer–supplier relationship dynamics to demonstrate that accommodative and exploitative velocities—the rate and direction of change in the corresponding acts—serve as signals affecting bankruptcy survival. They show how signal characteristics (i.e., the variability in accommodative and exploitative acts) and signaler characteristics (i.e., whether the party undertaking the acts is the buyer or its suppliers) moderate the impact of accommodative and exploitative velocities on bankruptcy survival. Study 1 examines the bankruptcy survival outcome of 310 U.S. bankruptcies over 14 years and finds that a 1% increase in accommodative (exploitative) velocity increases (decreases) the buyer's survival by 39% (33%). Further, variability in accommodative acts weakens their effect, and suppliers' (vs. the buyer's) accommodative and exploitative velocities are less deterministic of the buyer's bankruptcy survival. Study 2 uses a scenario-based experiment to shed light on the mechanism underlying the impact of the two velocities on bankruptcy survival. The findings from both studies demonstrate the key role played by buyer–supplier interactions in a buyer's bankruptcy survival. [ABSTRACT FROM AUTHOR]

Horizontal referrals--when suppliers recommend other suppliers--are a common phenomenon in complex B2B markets. For the referring supplier, giving the best possible horizontal referral may strengthen the relationship with its customer, yet it may also threaten the referring supplier's future revenues and cross-selling opportunities. Instead, the supplier could make an obligatory referral, one that fulfills the obligations of recommending another supplier while keeping the referring supplier's own interests paramount. The authors rely on role theory and its antecedents (mutual trust and referring supplier's dependence) to determine when a referring supplier adopts the role of a friend (vs. a businessperson) and gives the best possible referral (vs. an obligatory referral). Study 1, an experiment, supports the theoretical model. Study 2, a conjoint study, links the observable antecedents of the referring supplier-customer relationship to the choice of horizontal referrals. Study 3, another experiment, looks at the consequences of the horizontal referral on the referring supplier-customer relationship and shows that providing an obligatory referral can hurt the customer's intent to continue the relationship with the supplier. This effect is mediated by the customer's perceived alignment of interest with the supplier. For B2B marketing research and practice, the authors report that the supplier's dependence is critical in predicting the quality of horizontal referrals, even though an exploratory survey showed that customers overlook that dimension and focus on mutual trust when seeking referrals. [ABSTRACT FROM AUTHOR]

PurposeMethodology/approachFindingsResearch implicationsOriginality/value/contributionPractical implicationsLive streaming e-commerce is an emerging e-commerce model within the realm of the mobile Internet, based on video-centric social media interaction. However, there is currently a lack of in-depth research on live streaming from a business perspective and the impact of product selection in live streaming on firm performance. To fill these gaps, the current study investigated how brand – consumer congruence moderates the influence of product selection in live streaming on firm performance and how this effect varies across retailers.The model and hypotheses were tested by applying partial least squares regression to data collected from 302 online retailers in the Chinese live streaming market.Product selection in live streaming had a significant positive impact on firm performance. Brand – consumer congruence in live rooms partially mediated the relationship between product selection and firm performance. Live room scenario matching and live room interaction had significant positive moderating effects on the main effect of product selection in live streaming on firm performance.The literature has focused on the impact of live streaming on customer purchase behavior. Few studies have explored the value of live streaming from a business-to-business marketing perspective. Our findings offer theoretical insights into the relationship between product selection and firm performance.This is the first study to examine the value of product selection in live streaming. In addition, it reveals how product selection affects firm performance through brand – consumer congruence.This study has implications for online retail managers based on the effect of product selection in live streaming on firm performance and the roles of brand – consumer congruence, interaction, and scenario in live streaming of business-to-business marketing. [ABSTRACT FROM AUTHOR]

Purpose: While some hydrogen (H2) products are available in the industrial market, new clean H2 applications are considered critical alternatives in decarbonization efforts. As suppliers need to understand how business customers conceive the value of hydrogen, this paper aims to investigate how the value of hydrogen is described in the published evidence and to identify or propose specific tools to assess its value. Design/methodology/approach: An integrative literature review is developed to synthesize studies on the value of hydrogen to identify the main value categories. Then, the authors create a novel guideline by linking three value dimensions: 1) the product-oriented value (including sustainability), 2) the elements of B2B value and 3) the concept of goal-oriented value. Findings: This paper categorizes the aspects of value discussed so far in the literature, suggesting conceptualizing the value of H2 value-in-use based on economic, environmental, social and technological categories. The missing value categories from the marketing perspective are related to perceived value. A comprehensive guideline for assessing the value of H2 for business customers was developed to address that gap. The guideline can evaluate hydrogen from a multicategory perspective and compare new hydrogen products with alternatives. Originality/value: First, the authors present the value of hydrogen in the B2B marketing discussion. Second, the authors propose four hydrogen value categories based on the current state-of-the-art. Third, the authors developed the multicategory guideline for assessing the value of hydrogen products for business customers (VH2-BC). [ABSTRACT FROM AUTHOR]

Purpose: Business model design (BMD) is essential for firms to interact with stakeholders and gain competitive advantages in a changeable business environment. The advances in digital technologies create plenty of opportunities for the transformation of BMD. However, the effect of digital-based BMD on firm performance and the underlying mechanisms are unclear. Based on dynamic capability theory, this paper aims to introduce a framework elaborating on how digital-based novelty- and efficiency-centered BMD impact firm performance. Design/methodology/approach: To examine the hypotheses, the authors collect data from 277 Chinese manufacturing firms and use hierarchical regression analysis to process the data. Findings: The results indicate that ambidextrous innovation partially mediates the impacts of digital-based novelty- and efficiency-centered BMD on firm performance. Interorganizational learning only strengthens the impact of digital-based efficiency-centered BMD on ambidextrous innovation. Originality/value: This study reveals the impacts of two distinct digital-based BMD on firm performance and uncovers the underlying mechanisms, which enrich the BMD literature and provide a deeper understanding of B2B marketing. [ABSTRACT FROM AUTHOR]

The article from the Journal of Strategic Marketing explores the future of marketing and communications in the digital era, focusing on data analytics, digital narratives, and consumer engagement. It highlights the importance of personalized marketing, ethical considerations, and the role of narratives in engaging consumers. The research delves into influencer marketing, search engine marketing, customer journey analysis, B2B loyalty, and digital leadership, offering insights for marketers to navigate the complexities of the digital landscape effectively. The study emphasizes the need for agile, data-savvy, and narrative-focused strategies to succeed in the evolving digital marketing environment. [Extracted from the article]

Using B2B marketing analytics, algorithms, and models can identify business blind spots, thus avoiding possible risks. It helps to better understand and predict trends and results, and rationalise decisions. The fourth industrial revolution has brought marketing 4.0, affecting marketing analytics methods. This study provides a holistic framework to investigate these effects on Marketing 4.0 analytics. To achieve this goal, a hybrid systematic literature review (SLR) and thematic analysis (TA) is conducted on the applications and models of B2B marketing analytics in Industry 4.0 from the most reliable scientific databases. Understanding these models and their applications changes the attitude toward communication between marketing channels, identifies potential marketing analytics applications for businesses, and facilitates areas for further research. Initially, 941 sources were screened, and ultimately 43 were examined. As a result, 25 codes were applied, and six themes were extracted, including Digital Transformation, Big Data, Marketing Analytics, Marketing, Analytics, and Customer. [ABSTRACT FROM AUTHOR]

Retailers often employ professionals known as retail buyers to determine the right quantities of products to order. However, in many economies and industries, a manufacturer may seek to unduly influence the buyer through various means. One such means is to offer the buyer kickbacks (incl. entertainment, travel, gifts) in return for a large order. Despite prominent examples of retailers taking initiatives against kickbacks, the practice persists in many economies and industries. To aid initiatives combating kickbacks, one needs to do the right diagnosis and identify the root cause. To this end, in this paper, we introduce the retail buyer as a distinct player in the retail channel and study the implications of the tug-of-war between the retailer and the manufacturer to influence the buyer. Interestingly, we find when kickbacks are feasible, the manufacturer need not always benefit, and the retailer need not always be the victim. We show a well-designed buyer compensation plan is key for the retailer to avoid kickbacks from distorting the buyer's demand assessments. Moreover, when the reputational harm from kickbacks is not too high, the retailer may be the one tacitly facilitating kickbacks by undercompensating the buyer and influencing her demand assessments such that it can leverage kickbacks for shifting some of its buyer compensation cost to the manufacturer. This sharing of cost may allow for better channel coordination. Furthermore, this cost-shifting mechanism of kickbacks we have identified in this paper can explain their persistence. No retailer tolerates kickbacks when the reputational harm is high. This paper was accepted by Eric Anderson, marketing. Supplemental Material: The online appendix is available at https://doi.org/10.1287/mnsc.2021.01646. [ABSTRACT FROM AUTHOR]

PurposeDesign/methodology/approachFindingsOriginality/valueRelying on regulatory focus theory (RFT), this study examines the mechanisms that guide managers’ positioning-related decisions in business-to-business contexts. Specifically, this research answers two main questions: what motivates managers to recommend specific positioning strategies and what motivates related decisions regarding contextual and market conditions?Two studies are undertaken in this research. Using the Delphi method, Study 1 adopted an online scenario-based experimental design related to the positioning decisions of three companies. A panel of expert informants assisted in the design process. Study 2 tested the stability of the results from Study 1 and then extended the analysis through the introduction of an additional dependent variable and market feedback. The results of the scenario-based online surveys are subjected to partial least squares structural equation analyses.The findings are in line with regulatory focus theory and show that RFT can provide motivationally derived answers to questions regarding inter-manager differences in positioning decision-making under similar market and company conditions. The results further show that decisions made by marketing managers in B2B contexts are guided by a desire to achieve congruity (fit) between their regulatory focus and their positioning strategy. Moreover, there is a differential impact of the regulatory foci on the likelihood of changing a recommended strategy.This paper investigates the moderating effects of involvement, valence framing, and market feedback. The study finds that the valence of the recommendation of a positioning strategy moderates the relationship between regulatory focus and the type of positioning strategy. [ABSTRACT FROM AUTHOR]

Purpose: Neuroscientific findings seem to call into question several psychological fundaments of research in B2B-Marketing. Neuroscience was also recently proposed as an important area for interdisciplinary research, potentially leading to the development of original, courageous ideas in B2B research. Neuroscience applications, guidelines, and future research directions have been discussed in various fields. In B2B marketing, there are calls for further research adopting neuroscience and an introduction to what B2B marketing could learn from it. Methodology: We conducted a structured literature review on Scopus with 2,336 search results, identified 67 relevant publications, and analyzed them using the theory-context-characteristics-methodology (TCCM) framework. Originality: An overview of the status quo of research that bridges both disciplines (neuroscience and B2B marketing) and directions for future research applying neuroscience in B2B is missing. With this article, we close this gap Findings: Neuroscience in B2B is nascent, and most publications are conceptual. Some findings rooted in B2C could be transferred to B2B. Reflecting on B2B marketing research priorities, we outline five major future research directions for applying neuroscience in B2B: 1. decision-making, 2. marketing stimuli and responses, 3. digitalization, 4. research methods and measurements, 5. advancing existing knowledge. With this, we hope to help further improve the principal psychological underpinnings of B2B-Marketing. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to explore the interplay of ambicultural sensitivity and relational embeddedness in the quality of B2B relationships. Specifically, it examines how these factors contribute to enhancing the adaptability, collaboration and competitive advantage of multinational corporations and institutions operating within diverse cultural landscapes. Design/methodology/approach: Using an abductive qualitative case study methodology, this study engaged professionals from three diverse multinational corporations in Indonesia − an energy services provider, a logistics services company and a not-for-profit institution. The objective was to explore the integration and implications of ambicultural sensitivity across varied cultural and industry settings. Findings: This study demonstrates that ambicultural sensitivity − the ability to understand, appreciate and integrate diverse cultural values − enhances B2B relationships through its manifestation in individual and organizational practices. It facilitates a dynamic merging of cultural perspectives and management approaches within intercultural interactions. Furthermore, relational embeddedness is identified as crucial for successful cross-cultural collaboration and innovation. These insights highlight the strategic value of cultural integration and sensitivity in maintaining a competitive edge in the global marketplace. Originality/value: This study adds to the B2B marketing literature by providing a nuanced understanding of how ambicultural sensitivity and relational embeddedness operate in the context of B2B relationships. [ABSTRACT FROM AUTHOR]

PurposeMethodology/approachFindingsResearch implicationsPractical implicationsOriginalityExtensive research has been conducted on cross-cultural comparisons between Eastern and Western organizational cultures in major trading domains. However, there is a lack of examination of intra-comparative management nuances within Asian regions. This research paper focuses on the under-explored topic of the values, beliefs, and attitudes (VBAs) that influence the outcomes of East Asian (e.g. Japan) marketing strategies and operations when implemented in South Asian (e.g. India) markets and organizational contexts. The study aims to analyze the impact of VBAs on marketing effectiveness and provide insights for marketers in cross-cultural settings. The article analyzes the customer satisfaction orientation (CSO) of Japanese business executives and draws insights that offer lessons related to cultural VBAs for overall marketing strategy and foreign investors.The paper employs a social constructivist paradigm and gathers empirical research through multiple interviews. These facilitate novel and normally rare access and insights into Japanese business leaders’ lived experience of CSO in B2B Indian intercultural situations.Interpretivist data analysis reveals several push-pull factors that influence CSO practice. The research identifies shared values such as long-termism and harmony that have the potential to boost CSO as a marketing strategy in India.The paper develops a conceptualization of cultural VBAs that lead to successful CSO practice in India and is of relevance to foreign investors.This study suggests that East Asian marketers should carefully consider the impact of VBAs on their marketing strategies. Our research sheds light on the ongoing discussion on static versus evolving nature of culture and highlights the need to pay attention to cultural change, particularly congruence and confluence in workplace values.The intercultural study contributes to the literature on international marketing strategy by highlighting the nature and importance of understanding traditional and evolving cultural VBAs for appreciating receptivity to adoption and thereby efficacy of home country marketing strategy. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to examine the challenges of developing a global business-to-business (B2B) offering from an emerging economy (Chile) during an internationalization endeavor. This study analyzes the development and management of an offering evolving from local to global. Design/methodology/approach: The data were collected via an in-depth interview (105 min). Findings: The interviewee presented a mixed of interesting marketing and/or marketing-related decisions (e.g. marketing–sales interface and marketing capabilities development) that support the internationalization of a firm and consequently its offering. Research limitations/implications: The data represent a practical, ongoing rationalization of the events perceived by a manager. New theory can emerge from further exploring identified research opportunities. Practical implications: The findings suggest that an emerging economy firm can gradually transition toward a multinational condition by coordinating a series of marketing and/or marketing related decisions, where the CMO (i.e. maximum marketing authority in the organization) plays an essential role. Originality/value: This study brings the voice of practitioners to an academic environment and serves as an innovative effort to analyze B2B practitioners' reality from a scholarly perspective. To the best of the authors' knowledge, this study is the first one of the new series "Practitioners Insights" in the Journal of Business and Industrial Marketing. [ABSTRACT FROM AUTHOR]

This study is aims to assess the extent to which small enterprises engage in service dominant logic practices. In this study, data was quantitatively collected from 144 service providers of the game and nature reserves in Mpumalanga. The findings revealed a strong positive relationship between the effectiveness of using ICT and the extent to which small enterprises engage in service dominant logic practices. These findings suggest that the use of ICT technologies has a positive effect on the extent to which small businesses engage in service dominant logic practices. The limitation is that this current study is only limited to the tourism industry, in that sense it cannot be generalized to other industries. This study contributes to the existing body of knowledge by assessing the extent to which small enterprises engage in service dominant logic practices. Through the co-creation of value, these small businesses can be sustained. Collaborative relationships between small businesses and dominant firms can enhance the small part that black entrepreneurs now play in the country's tourism industry. By means of value co-creation, major corporations have the ability to offer small and medium-sized companies (SMMEs) both entrepreneurial experience and skill training. [ABSTRACT FROM AUTHOR]

Purpose: Given the contradictory findings of standardization/adaptation of marketing strategy in explaining export performance in the extant research, this study aims to examine the contingent effects of managerial ties and born global orientation in the standardized advertising-export performance conceptualization. Design/methodology/approach: The study used two-respondent method in the survey research by a sample of 155 exporting firms operating in the industrial marketing based in Australia and New Zealand and applied hierarchical regression analysis to test the hypotheses. Findings: The findings demonstrate that standardized advertising has a significant effect on export performance and this relationship is positively moderated by business ties. Such effect is particularly enhanced for born global firms (than nonborn global firms). However, political ties negatively influence the impact of standardized advertising on performance and such effect is stronger for born global firms. Research limitations/implications: A broader perspective of contingent variables should be included to examine the underlying relationship between standardized advertising and export performance in capturing the dynamism in international marketing contexts, such as institutional frameworks or sociocultural environments in host countries. Practical implications: Standardized advertising is critical for born global firms' export performance as it can increase efficiency and speed up internationalization processes. Such positive impact of standardized advertising on export performance is further enhanced if born global firms allocate resources to develop strong business ties with host country partners instead of building political ties with host country governments, because smooth business networking can facilitate standardized advertising on industrial marketing, yet justifiable political relations require intricate negotiations that often prolong internationalization progress. Originality/value: This study incorporates managerial ties and born global orientation as contingent factors in fixing the theoretic interlock between standardization advertising strategy and export firm performance. [ABSTRACT FROM AUTHOR]

PurposeDesignFindingsResearch implicationsPractical implicationsOriginality\nSUMMARY STATEMENT OF CONTRIBUTIONTo explore the role played by DCT, SM, and CRM through customer knowledge, and market knowledge in the sales performance of a salesforce, and their economic and non-economic satisfaction in B2B sales.A total of 66 B2B Norwegian companies out of 69 participated in this study. A questionnaire with an introduction letter was sent to 356 sellers, and 216 valid questionnaires were used for this study, generating a net response rate of 60.6%. The approach followed was deductive.The results have both purified and simplified the structural relationships in the nomological framework initially posited. The triadic exploration of digital communication tools (DCT), social media (SM), and CRM-solutions (CRM) in relation to customer and market knowledge, the sales performance of a salesforce and their economic and non-economic satisfaction in B2B sales, yield complementary insights to existing theory and previous research.The combined focus on the effect of acquiring customer knowledge and obtaining market knowledge through DCT, SM, and CRM on the sales performance of a salesforce in B2B sales has important implications. The results have simultaneous implications regarding the role of customer and market knowledge through DCT, SM, and CRM in B2B sales.DCT, SM, and CRM enable a salesforce to stay updated and maintain contacts with existing customers, and also facilitate updates, and to getting in contact with potential customers. DCT, SM, and CRM may enable a salesforce to acquire additional information about existing and potential customers. DCT, SM, and CRM may enable a salesforce to obtain more information about the market. Customer and market knowledge may also become more accessible through peers, superiors, or other informants.Contributes to enhancing our understanding of the role of digital communication tools (DCT), social media (SM), and CRM solutions (CRM) through customer knowledge and market knowledge on sales performance in B2B sales. It also contributes to enhancing the understanding of a salesforce’s economic and non-economic satisfaction in B2B sales through DCT, SM, and CRM. The results clarify the structural characteristics between a salesforce’s customer and market knowledge, their sales performance, and economic as well as non-economic satisfaction in B2B sales.This study contributes to knowledge on the role of digital communication tools (DCT), social media (SM), and CRM-solutions (CRM) through customer knowledge and market knowledge on sales performance in B2B sales. It also contributes to the knowledge of salesforces’ economic and non-economic satisfaction through DCT, SM, and CRM. It provides empirical evidence on the structural properties between salesforces’ customer and market knowledge, their sales performance, and economic as well as non-economic satisfaction in B2B sales. [ABSTRACT FROM AUTHOR]

PurposeMethodology/ApproachFindingsResearch ImplicationsPractical ImplicationsOriginality/Value/ContributionTransformative marketing (TM) has reached considerable attention of both academic and practitioner communities. Being defined as the “confluence of a firm’s marketing activities, concepts, metrics, strategies, and programs that are in response to marketplace changes and future trends” (Kumar 2018, 2), TM aims at fostering beneficial customer-solutions and providing competitive advantages for firms and their stakeholders. However, five notable research gaps persist within TM to date: First, inadequate consideration of B2B contexts despite being a uniquely disruptive market constellation. Second, a lack of empirical TM studies hindering substantial insights on generalization. Third, scarcity of contextual foundations such as the prototypical, yet highly transformative application context of mobility ecosystems. Fourth, absence of a holistic view capturing TM instruments, strategies, and success metrics. Fifth, unexamined aspects of the Resource-Based View (RBV) in TM enabling further insights into firm’s transformation readiness. A distinctive feature of this research is its deliberate focus on B2B mobility firms, a domain characterized by high levels of disruption yet surprisingly neglected in TM literature. By delving into this overlooked sector, we aim to address critical knowledge gaps and unravel the intricate dynamics of disruptive B2B mobility ecosystems. For this purpose, we firstly delineate the morphology of disruptive B2B mobility ecosystems, shedding light on their structure and components. Secondly, we aim to develop a robust frame for assessing the “transformation readiness” of B2B mobility companies, crucial for navigating disruptive landscapes effectively. Thirdly, we endeavor to identify and scrutinize the TM instruments deployed within B2B mobility, with a view to constructing a comprehensive typology of TM strategies tailored to this context. Finally, we aspire to establish metrics for measuring the success of TM initiatives within B2B mobility companies, providing valuable insights for practitioners and scholars alike.This work presents a comprehensive qualitative study involving 30 in-depth expert interviews conducted between July-September 2023 in Europe and the U.S. Capturing the perspectives of multiple firm types active in B2B mobility, as suppliers, technology firms or mobility service providers (MSPs), the study takes a deep look into the TM phenomena of this turbulent environment. In addition to 14 managers with leadership experience in marketing, strategy and sales, our study incorporates 11 distinguished professionals from management boards encompassing CEOs, CFOs or CDOs. Further, we engage 5 leaders specialized in innovation and digitalization. The findings are derived through a thematic analysis employing both structural and open coding techniques (Saldana, 2013, Strauss & Corbin, 1998).Our study involves six major findings related to the questions defined. First, suppliers in B2B mobility have not yet transformed from a value-based toward an ecosystem-based acting and lack a customer-centric perspective (RQ1). Second, a company’s readiness for transformation is notably influenced by its commitment to design a market-oriented and integrated organization, its adoption of a transformative culture and its success to acquire software-oriented human capital (RQ2). Third, the transformative marketing (TM) instruments applied in B2B mobility markets relate to six thematic categories and are dominantly characterized by strategic levers – a facet, which has so far received limited theoretical and conceptual attention (RQ3). Fourth, there are four foundational TM strategies evident, namely dependent, progressive, reactive, and evasive approaches, distinguishable through their intensity and proactivity (RQ3). Fifth, the selection of TM success indicators remains largely independent from organizational types and management levels, with a primary focus on financial and profitability metrics (RQ4). And sixth, explaining the success measurement of TM in B2B mobility companies requires the consideration of a firm’s foundational TM strategy (RQ4).Our research advances the theoretical understanding of B2B TM, lays the foundation for further generalizing research and theory-building and enhances the current B2B TM perception toward a more strategic perspective. Additionally, we seek to contribute to a greater consideration of B2B marketing in contexts of turbulent environments. We emphasize that the integration of TM with the Business Ecosystem (BES) and the Resource-Based View (RBV) increases further explanatory power of transformational phenomena. In terms of the BES, we show that the perception of a turbulent environment varies depending on company type and has a major influence on a firm’s transformation. In relation to the RBV, our results demonstrate that within the B2B TM context, a stronger focus should be placed on identifying supportive and hindering transformation resources. Thus we propose describing the gap between existing (positive and hindering) and required resources as the “transformative resource gap (TRG)” and suggest, that this construct has the potential to enhance the RBV perspective on TM.The study presented offers the practitioner community to more thoroughly examine B2B firms’ TM phenomena. Connecting TM with concepts of the BES and the Resource-Based View (RBV) enables a deeper understanding of strengths and risks related to organization’s market-related activities. Further, we underline threats resulting from a missing market- and customer-centric perspective and recommend validating market assumptions near customers to reduce misjudgments. Additionally, our findings assist in managing the proactivity and intensity of TM, suggesting ways for reaching a progressive TM strategy. Ultimately, we encourage companies to select success metrics in line with their chosen strategy.Our research stands at the forefront of advancing the theoretical landscape of B2B TM by integrating two pivotal frameworks: the Business Ecosystem (BES) and the Resource-Based View (RBV). This integration is not merely incidental but strategically chosen to amplify our understanding of transformational phenomena within B2B contexts. By leveraging the RBV, we delve deep into the internal resources, capabilities, and competencies of B2B mobility BES, unraveling their unique strategic characteristics and sources of competitive advantage. [ABSTRACT FROM AUTHOR]

Businesses that run in recycling industries are one of the trends that are now in demand by many parties and supported by both national and international governments, but in the practice of these business activities there are many components that must be considered, especially if an entity is in the business to business sector. PT Recycled Paper Hub came as an competitive alternative that offers products in the form of recycled paper materials with low impurity levels which will later be used by companies to be processed again into many forms including packaging. By analyzing and implementing a marketing mix approach in accordance with the vision and mission, analysis data obtained from research on internal and external strengths that are quantitative and qualitative, the data obtained reflects business activities in order to achieve business excellence. In this study, the marketing mix carried by PT Recycled Paper Hub is Direct Marketing NICE. [ABSTRACT FROM AUTHOR]

PurposeMethodology/approachFindingsResearch implicationsPractical implicationsOriginality/value/contribution of the paperThere is no doubt that technology impacts organizational processes and key performance. However, the success of an organization is influenced by the openness and willingness of staff to accept a specific technology. This study focuses on B2B marketing employees and aims to determine employee readiness and acceptance of new technology based on the impact of technology characteristics on employee perceptions with an ensuing effect on technology readiness and technology acceptance.This study employed the Stimulus-Organism-Response theory, and made use of views pertaining to Technology Readiness Index (TRI), Technology Acceptance Model (TAM), and Task-Technology Fit (TTF). Thus, the study investigated the impact of functionality, reliability, compatibility, and innovative features on perceived technological usefulness, task-technology fit, and trust in technology, and, further, their influence on technology readiness and technology acceptance. An online questionnaire was employed to collect data from B2B marketing employees in China working in companies that introduced at least one new technology for work purposes in the last 24 months. Based on a convenience sampling method, 450 valid questionnaires were collected. PLS-SEM was used to analyze the data.Functionality, reliability, compatibility, and innovative features had significant positive effects on perceived technological usefulness and task-technology fit. Functionality, reliability, and compatibility had significant positive effects on trust in technology. Among the four technology characteristics, the strongest influence was recorded in the case of compatibility on task-technology fit, while innovative features represented the only variable that displayed a non-significant relationship with an employee perception and trust in technology. Task-technology fit had significant positive impacts on perceived technological usefulness, trust in technology, technology readiness, and technology acceptance. Perceived technological usefulness and trust in technology displayed significant positive effects on technology readiness and technology acceptance. Among the three B2B marketing employee perceptions, the strongest relationship was the one between task-technology fit and trust in technology. Technology readiness had a significant positive influence on technology acceptance. Mediating effects were also computed, with indirect effects complementing the direct ones. Task-technology fit partially mediated the effects of functionality, reliability, compatibility, and innovative features on trust in technology. Trust in technology partially mediated the effects of task-technology fit on technology readiness and technology acceptance. Technology readiness partially mediated the effects of perceived technological usefulness and trust in technology on technology readiness. Innovative features, displaying a non-significant effect on trust in technology, had an indirect effect on it through task-technology fit.This study proposes a new research vein on B2B marketing employee technology adoption by investigating technology readiness and technology acceptance as dependent variables, as well as the impact of the former on the latter. Moreover, this research defined B2B marketing employee perceptions as perceived technological usefulness, task-technology fit, and trust in technology by combining two theories, TAM and TTF and arguing the importance of trust in technology in explaining employee behavior regarding technology usage. Trust in technology could compensate for lack of technology and build positive expectations about the effects of technology use, thus, acting as a trigger to adopt technology. Additionally, the selection of the characteristics of technology had as roots user perceptions, thus, integrating the two research streams on the impact of technology found in the literature, the user-centered and the technology-centered.B2B marketing managers can make use of the research findings by making sure that an implemented technology renders benefits connected to functionality, reliability, compatibility, and innovative features, as all of them were perceived by B2B marketing employees to be useful, supportive in meeting job requirements and being prerequisites of trust in technology. Managers should emphasize the matching between job requirements and technology features as compatibility, task-technology fit, and trust in technology showed the strongest connections. If employees understand that technology helps them in doing their jobs, they will build trust in technology and will be open to engage with technology and adopt it.The paper proposes a new avenue of exploring technology usage behavior. To this aim, the paper presents a model built on SOR, adding to the literature a different perspective. The stimuli (S) were technology characteristics built from the literature to match the four independent variables of TRI, namely optimism, innovativeness, discomfort, and insecurity. The organism variables (O) were drawn from TAM, adapting perceived usefulness from the model perceived, from TTF making use of task-technology fit, and adding trust in technology to these two in order to form employee perceptions on new technology. TAM and TTF were combined to document the appropriateness to use task-technology fit over perceived ease of use, moving the focus from the effort entailed to use the technology onto the matching between a job requirement and the technology. As responses (R), technology readiness and technology acceptance were used, combining dependent variables used in TRI and TAM. It is probably for the first time that these two variables are investigated so comprehensively in the same model. [ABSTRACT FROM AUTHOR]

Anecdotal evidence suggests that artificial intelligence (AI) technologies are highly effective in digital marketing and rapidly growing in popularity in the context of business-to-business (B2B) marketing. Yet empirical research on AI-powered B2B marketing, and particularly on the socio-technical aspects of its use, is sparse. This study uses Activity Theory (AT) as a theoretical lens to examine AI-powered B2B marketing as a collective activity system, and to illuminate the contradictions that emerge when adopting and implementing AI into traditional B2B marketing practices. AT is appropriate in the context of this study, as it shows how contradictions act as a motor for change and lead to transformational changes, rather than viewing tensions as a threat to prematurely abandon the adoption and implementation of AI in B2B marketing. Based on eighteen interviews with industry and academic experts, the study identifies contradictions with which marketing researchers and practitioners must contend. We show that these contradictions can be culturally or politically challenging to confront, and even when resolved, can have both intended and unintended consequences. [ABSTRACT FROM AUTHOR]

Many new products and processes originate from projects. In two studies, the authors consider how a project's organizational design, as captured by its particular task configuration, impacts its ability to promote product and process innovation. Study 1 involves an analysis of panel data spanning 2001 through 2015 and involving 429 business-to-business projects in the construction industry. The authors test hypotheses regarding the role of project size, subcontractor diversity, and task configuration on product and process innovation. Their empirical tests show a pattern of nuanced effects on the two innovation types. A project's task configuration, as reflected in the general contractor's participation in project tasks, plays a coordination role that helps unlock a positive effect of project size on product innovation. At the same time, such participation impedes process innovation due to subcontractor concerns about information leakage. Study 2 bolsters the first study through a survey of 230 subcontractors in the U.S. construction industry to show how leakage concerns arise, their outcomes, and how they are mitigated. The authors also bolster their central study through (1) interviews with professional construction managers and (2) survey evidence across five industries. They draw on their findings to develop implications for innovation management, business-to-business marketing, and marketing organization. [ABSTRACT FROM AUTHOR]

Purpose: Managers engage in marketing efforts to boost sales and in setting marketing budgets based on current or historical sales. Past studies have overlooked the reciprocal relationship between marketing spending and sales. This study aims to examine the nature of the relationship between sales and marketing expenses in the B2B market. Design/methodology/approach: Five hypotheses on the relationship between sales and marketing expenditures were framed. A total of 30 of India's dyeing firms provided data on revenues, sales (in units) and marketing expenditures over time. The structural vector auto-regressive model and the vector error correction model were fitted to the data. Findings: The results show that marketing expenses and sales are related bidirectionally in a sequential way. Furthermore, sales drive the long-term equilibrium relationship to a greater extent than marketing expenditures. Practical implications: The findings of this study should assist managers in predicting sales and marketing budgets simultaneously and devising precise marketing strategies and tactics. Originality/value: Using econometric models in data-driven research is not a frequent practice in marketing. This study adds value to the body of marketing literature by advancing the theory of the relationship between sales and marketing spending using real-world data and econometric models in the B2B sector. [ABSTRACT FROM AUTHOR]

In this article, multiple regressions using the stepwise method were utilized to analyze the effect of Big Five personality traits on the work of business-to-business (B2B) salespeople. To achieve this objective, the relationship between the five personality traits and different aspects of B2B salespeople’s work was analyzed. The sample consisted of 274 salespeople from different Spanish organizations and from different business sectors. Specifically, the effects of Big Five personality traits on sales performance, role conflict and ambiguity, ethical behavior, adaptive behavior, and job performance were analyzed. Our results show that Big Five is useful for predicting sales jobs. The traits that most affect the work of B2B salespeople are extraversion and conscientiousness. Neuroticism was the least influential and most negative trait. [ABSTRACT FROM AUTHOR]

Purpose: The recent pandemic disrupted the way in which businesses transact with each other. In response to maintaining cleanliness in business-to-business (B2B) settings, artificial intelligence (AI)-enabled robots have been adopted as substitutes for cleaning personnel, yet their implications remain largely underexamined. This study aims to examine B2B buyer responses to cleaning information notices (human vs AI-enabled agent) placed at either the entry to the premises or the sales counter, thereby adding to the nascent literature in this line of inquiry. Design/methodology/approach: Three field experiments were conducted across diverse B2B businesses (wholesalers in Studies 1–2 and a commercial business in Study 3). To achieve greater empirical rigor and generalizability, this research used diverse stimuli across different B2B settings. In addition, the results ruled out alternate explanations and shed light upon political ideology as a boundary condition. Finally, a single-paper meta-analysis confirmed H1, consolidating the established effect. Findings: Featuring over 1,000 B2B buyers, the results show that politically liberal B2B buyers express greater preference for human over AI-performed cleaning while labor-orientated buyers are indifferent. Importantly, this effect is driven by greater relaxation associated with humans, which in turn, increases their future patronage and referral intent. Originality/value: The results enrich the collective knowledge of the adoption of AI-enabled robots, reinforcing for marketing practitioners and businesses that the reliance on human-based outcomes remains a preferred touchpoint in B2B settings, particularly for liberals. [ABSTRACT FROM AUTHOR]

Purpose: While few studies have examined business-to-business (B2B) mobile application (app) usage, none have examined the challenges in developing these technological assets. This study aims to examine B2B marketing executives' perceptions regarding benefits, barriers and facilitators in app development. Design/methodology/approach: A survey of 311 B2B marketing executives at selling firms in the USA was conducted to identify key themes related to the benefits, barriers and facilitators in developing B2B apps. The research featured "open-ended" questions exclusively, and advanced textual and thematic analysis of executives' responses produced several key themes. Findings: Results show that the perceived benefit of lowering customer servicing and costs drives development more so than trying to realize new revenue opportunities (e.g. "saving" vs. "making" money). Achieving internal buy-in/participation was perceived as a larger barrier than the commitment of financial resources. Additionally, training and education were viewed as the strongest facilitators of an app's success over its design and functionality. Implications for B2B firms are discussed. Research limitations/implications: The open-ended format of this research captures a greater breadth of perspectives at the expense of more granular analysis of any particular issue. Originality/value: The themes generated from the responses offer novel insights into the benefits sought in developing an app, as well as the technological, organizational and environmental factors that act as barriers and facilitators. The open-ended format of this research captures a greater breadth of perspectives at the expense of a more granular analysis of any particular issue. [ABSTRACT FROM AUTHOR]

Purpose: Cause-related B2B marketing programs involve sponsoring organisations working with B2B suppliers with the help of non-profit organisations (NPOs) on practises relating to environmental friendliness, workforce diversity, human rights, safety, philanthropy and business ethics. The study aims to identify the combinatory factors driving the adoption of Digital B2B platforms for managing cause-related B2B marketing programs. Design/methodology/approach: The study adopts an innovative approach of fuzzy-set qualitative comparative analysis (fsQCA) on data collated from top corporations in India supporting cause-related B2B marketing programs. Sponsoring organisations and NPO dyads (i.e. survey both) filled out an email survey on 264 cause-related B2B marketing programs. Findings: The study establishes that the combination of technological, organisational and environmental factors would lead to the adoption of Digital B2B platforms in managing cause-related B2B marketing programs. The study identifies six combinations of these factors for adopting Digital B2B platforms within and across sponsoring organisations and NPOs. Practical implications: The study findings would aid cause-related B2B marketers in developing Digital B2B platforms' capabilities by understanding the different combinations of factors driving adoption. Digital B2B platforms' capabilities can improve market performance if developed as core competencies. Social implications: The study findings would enable improvements in the implementation and performance of cause-related B2B marketing programs. Better management of cause-related B2B marketing programs would help increase beneficiary coverage and the realisation of societal goals. Originality/value: To the author's knowledge, this is the first study to apply the TOE framework in conjunction with complexity theory to explain the diffusion of adoption of Digital B2B platforms for managing cause-related B2B marketing programs. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to explore what characteristics contribute to the definition of relevance in business-to-business (B2B) marketing research and how/why different strands of B2B marketing maintain or lose their relevance. Design/methodology/approach: This study is conceptual. It adopts a performative-phenomenal standpoint for B2B marketing research and approaches relevance through the concept of episteme, which is considered pivotal for understanding this phenomenon. Findings: This study proposes four axioms that define the characteristics of relevance in B2B marketing research and discusses their implications for scholars and practitioners. Consequently, an action plan for revitalizing B2B marketing research is developed, comprising learning and temporal dimensions, resulting in nine different relevance types. Research limitations/implications: The central argument put forward in this study is that different research strands of B2B marketing have deeply rooted epistemic underpinnings that influence their interpretation of relevance. Consequently, fostering dialogue between practitioners and scholars is considered necessary to sustain relevance in B2B marketing research. B2B scholars are urged to think beyond their subspecialized silos and acknowledge how the business environment and the various strands of B2B marketing congruently shape B2B marketing relevance, while also embracing research methods that bring them closer to business practice. Practical implications: Marketing practitioners and academics continue to drift apart. This study puts forward three recommendations to bring marketing academics and practitioners closer together. Originality/value: The study contributes to the B2B marketing literature by grappling with the theory-praxis gap and critically exploring what constitutes relevance in B2B marketing research. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to focus on a specific project marketing concept, i.e. "discontinuity," and analyzes how this concept emerged in project marketing, becoming its key scholarly embodiment, how it became decoupled from the increasingly service-intensive project business practice and what the relevance of discontinuity is for project marketers moving forward. Design/methodology/approach: This study is built on a systematic literature review of 31 years (1993–2023) of publishing data from major marketing and management journals. Findings: This study provides three findings. First, the author reveals the risks related to marketing scholars and practitioners losing sight of each other as business practices evolve much faster than scholarly research can keep up. Second, the author highlights the role of interdisciplinary collaboration in advancing conceptual innovations. Finally, the research elucidates the need for broader metatheoretical reflection to keep this research tradition on an upward trajectory. Research limitations/implications: The aim of this study is not to criticize project marketing, as many strands of business-to-business (B2B) marketing face the same challenge, but to elucidate a need for conceptual innovations, collaboration with practitioners and other disciplines and broader metatheoretical reflection to keep this research tradition on an upward trajectory. Originality/value: This study makes several contributions to the project marketing research tradition. First, it reviews the emergence and dissipation of the concept of discontinuity, drawing on semantical, etymological and epistemological insights. It also reflects on recent disruptions in the marketplace and envisions future research trajectories for this elusive concept. In addition, the author develops a conceptual framework that combines project types with exchange elements in project and service businesses. This conceptual framework helps elucidate what part of the exchange is continuing and what is discontinuing in the resulting business relationships. Furthermore, the research contributes to B2B marketing more broadly by highlighting the fleeting correspondence between theory and the real world. It underscores the need for constant updates to maintain relevance. [ABSTRACT FROM AUTHOR]

Purpose: It is crucial for the Indian micro, small and medium enterprises (MSMEs) to implement a few of the most important Industry 4.0 (I4.0) technologies and reap maximum benefits of sustainability. This paper aims to prioritize I4.0 technologies that can help achieve the sustainable operations and sustainable industrial marketing performance of Indian manufacturing MSMEs. Design/methodology/approach: I4.0-based sustainability model was developed. The model was analyzed using data collected from MSMEs by deploying analytic hierarchy process and utility-function-based goal programming. To have a better understanding, interviews were conducted. Findings: Predictive analytics, machine learning and real-time computing were found to be the most important I4.0 technologies for sustainable performance. Sensitivity analysis further confirmed the robustness of the results. Business-to-business sustainable marketing is prioritized as per the sustainability need of operations of industrial MSME buyers. Originality/value: This study uniquely integrates literature and practitioners' insights to explore I4.0's role in MSMEs sustainability in emerging economies. It fills a research gap by aligning sustainability goals of industrial buyers with suppliers' marketing strategies. Additionally, it offers practical recommendations for implementing technologies in MSMEs, contributing to both academia and industry practices. [ABSTRACT FROM AUTHOR]

This document is an editorial from the Journal of Business & Industrial Marketing that discusses the need for critical examination and reevaluation of concepts in business-to-business (B2B) marketing. It encourages researchers to explore new theories, methods, and contexts in B2B marketing research. The document also provides a summary of five papers featured in a special issue of the journal, covering topics such as future orientation in business network research, relationship tensions in marketing research agencies, and dialectic customer portfolio management. Another editorial from the same journal discusses the concept of discontinuity in project marketing research and its evolution over time. It reviews 31 years of project marketing publishing data and highlights the changing relevance of discontinuity in relation to ongoing services and maintenance contracts. The editorial emphasizes the importance of interdisciplinary collaboration in advancing conceptual innovations in project marketing research and the need for a different mindset in research, particularly in relation to sustainability, AI, and future-oriented perspectives. Lastly, there is a list of references cited in the Journal of Business & Industrial Marketing, covering various sources related to topics such as network change processes, environmental practices, ethical-political horizons, social theory, sensemaking in organizations, relationship and networking strategies, theoretical contributions, customer relationships, intercultural competences, qualitative research, and regenerative business strategies. These references provide a range of perspectives and theories in the field of business marketing research. [Extracted from the article]

Objective: In many companies, it is possible to see the low alignment of marketing and business strategies. This defect leads to problems in business development, product sales, and failure to achieve the designed goals and plans. Based on the importance of the subject, the current research seeks to identify the antecedents of the alignment of marketing strategies and business strategies at the business-to-business level in knowledge-based businesses. Method: In this research, a qualitative analysis of the interviews of 10 experts and executive managers in the field of knowledge-based businesses was done. These people were selected purposefully and collected data through in-depth interviews. After data analysis, 215 initial codes were extracted and 34 organizing themes and 10 comprehensive themes were obtained from these codes. Findings: The findings of this research indicate that the antecedents of the alignment of marketing and business strategies at the interenterprise level in knowledge-based businesses include 10 comprehensive themes including communication-information integration, efficiency, and human capital empowerment. Strategic pronunciation, strategic thinking, customer value management, structural-management efficiency and coherence, strategic leadership, processoperational agility, competitive intelligence, and supporting resources. Conclusion: Based on the results of the research, it was determined that knowledge-based companies should know that before anything and any kind of action to align the stated antecedents, the conditions of the company should be examined and the competitors and the environment should be fully analyzed and understood, and the necessary preparations for Provide alignment. [ABSTRACT FROM AUTHOR]

In this article, we put forward a framework for conceptualizing processes of linkage capability-building in firms based in developing countries, so-called latecomer firms. To do this, we combine the literature on latecomer capabilities with insights from the literature on industrial marketing and supply-chain management. Our framework distinguishes between different levels of development across three capability categories: envisioning opportunities for useful market and knowledge-based linkages, engaging with external partners in ways that create suitable organizational arrangements, and exploiting relationships for technological learning. [ABSTRACT FROM AUTHOR]

Marketing through digital platforms is becoming an increasingly important component for the success of any company. On the other hand, digital marketing is constantly evolving. B2B marketing refers to the formation of a collaborative business partnership between two firms for the purpose of exchanging products and services. It enables businesses to engage in the sale of products or services to other firms or organizations, who then resell them, utilize them in their own products or services, or provide assistance in their operations. B2B marketers are looking forward to advances in digital technology and greater emphasis on digital products to improve brand visibility, online presence, and technical capabilities. Trending technologies such as artificial intelligence, virtual reality, augmented reality, and the metaverse are of great importance for digital and B2B marketing. The main purpose of the study is to emphasize the development of digital marketing and digital technologies in B2B marketing. In this study, B2B marketing, digital marketing tactics, growth of digital marketing, market share of search engines, marketing automation technologies, and digital marketing and digital technologies used for B2B marketing were examined. Additionally, in the study, a SWOT analysis was conducted for the B2B marketing strategies used by businesses. [ABSTRACT FROM AUTHOR]

This paper gives a definition of the Industrial Internet and expounds on the academic connotation of the future Industrial Internet. From this foundation, we outline the development and current status of the Industrial Internet in China and globally. Moreover, we detail the avant-garde paradigms encompassed within the National Natural Science Foundation of China (NSFC)'s "Future Industrial Internet Fundamental Theory and Key Technologies" research plan and its corresponding management strategies. This research initiative endeavors to enhance interdisciplinary collaborations, aiming for a synergistic alignment of industry, academia, research, and practical implementations. The primary focus of the research plan is on the pivotal scientific challenges inherent to the future industrial internet. It is poised to traverse the "first mile ", encompassing foundational research and pioneering innovations specific to the industrial internet, and seamlessly bridges to the "last mile ", ensuring the effective commercialization of scientific and technological breakthroughs into tangible industrial market applications. The anticipated contributions from this initiative are projected to solidify both the theoretical and practical scaffolding essential for the cultivation of a globally competitive industrial internet infrastructure in China. [ABSTRACT FROM AUTHOR]

Objective: This study analyzes purchase engagement in business-to-business (B2B) transactions, focusing on transactional drivers and outcomes resulting from purchase engagement factors in B2B app-based service subscriptions. Design/Methods/Approach: This study recruited responses from 215 MSME owners and managers who are current customers of a subscription-based point-of-sales (POS) service. The PLS-SEM technique empirically validated the conceptual framework and the research hypotheses. Findings: The findings indicate that the conceptual model of customization, identification with virtual communities, and loyalty to account managers are exogenous factors influencing purchase engagement, perceived dependency, and willingness to pay for price premiums. Originality/Value: This study aims to explore purchase engagement in the B2B setting for Micro, Small, and Medium Enterprises (MSMEs), specifically for app-based service subscriptions. This area has been underexplored due to the complexity and diversity of stakeholders involved in B2B purchasing decisions. The study aims to fill this gap by highlighting these important aspects. Practical/Policy implication: B2B app-based service subscription stakeholders must ensure that all efforts to engage with customers strengthen their dependency on the service by starting with purchase engagement, customization, identification with virtual communities, and loyalty to account managers. [ABSTRACT FROM AUTHOR]

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Purpose: The purpose of this study is to review and analyze the status of word-of-mouth (WOM) research in the business-to-business (B2B) context and discuss and identify new possible future directions. Design/methodology/approach: A systematic review was conducted and 36 articles on B2B WOM were collected to evaluate the current state of the literature and clarify possible future research directions. Findings: This thematic analysis categorize these articles into three themes: WOM generation, WOM usage and reference marketing. Under each theme, the authors reveal research findings unique to B2B research and different from business-to-consumer (B2C) WOM research. This study identifies several research questions that should be addressed by future research. Originality/value: Both academic researchers and business practitioners recognize that WOM plays an essential role in B2B marketing. However, no review paper focuses on WOM in the B2B context. Findings in the B2C WOM literature suggest that WOM substantially influences firms' performance, but that managers cannot simply attempt to extrapolate B2C findings to the B2B arena. By synthesizing and assessing prior research on WOM in the B2B context, this study contributes to a better understanding of the B2B WOM phenomenon and facilitates future research on this topic. [ABSTRACT FROM AUTHOR]

With the increase in competition among businesses, the quality of the service provided has become important and service quality has been the subject of many studies. Studies examining service quality conceptually have continued with studies aimed at measuring quality in service. For this reason, various measurement tools have been developed to measure the service quality of sellers. Manufacturing enterprises, which are industrial buyers, work with many suppliers in the production process and receive different services from their suppliers. The fact that manufacturing enterprises evaluate the service they receive as high quality ensures the continuity of the business relationship and reduces the tendency to search for alternative suppliers. The purpose of this study is to test the applicability of the INDSERV service quality scale in the manufacturing sector in Turkey and to determine the level of participation of the manufacturing enterprises participating in the study to the scale statements. For this purpose, a field study was conducted on 289 manufacturing enterprises registered to Elâzığ Chamber of Commerce and Industry, which constitute the main mass of the study. Survey research from quantitative research designs and questionnaire from data collection methods were used in the study. 251 questionnaire forms were collected from the main mass and 246 questionnaire forms were used in the data analysis after the controls. Exploratory Factor Analysis, Confirmatory Factor Analysis, Item Analysis, Reliability Analysis and Normality Analysis were performed in data analysis. Frequency Tables and Descriptive Statistics were used to determine the level of participation in the statements in the scale and the characteristics of the manufacturing enterprises. As a result of the study, it was determined that the INDSERV service quality scale is an applicable scale in the manufacturing sector in Turkey. In addition, the level of participation of manufacturing enterprises to the scale statements was determined. [ABSTRACT FROM AUTHOR]

Despite the recognised benefits of IT, we still know very little about how the perceived utilisation of IT-enabled information by suppliers is linked to customer satisfaction in B2B markets. To address this gap, this study develops a research model, which is then tested through a web-based survey of transport firms' customers. A web-based survey was conducted in Slovenia. The target population for this study was all export firms that utilise transport services. The study makes two key contributions to B2B marketing literature. First, results show that the more a supplier is perceived to utilise IT-enabled information in the service process, the less emphasis its customers place on prices when it comes to determining their satisfaction. Second, the results suggest that customers view the utilisation of IT-enabled information by suppliers of B2B services as a value-adding capability that boosts service quality perceptions. Interestingly, although we expected that perceived utilisation of IT-enabled information would also increase the importance of service quality in forming customer satisfaction, the results suggested that this was not the case. Drawing on service quality literature, the study offers possible explanations. [ABSTRACT FROM AUTHOR]