Purpose: This paper aims to identify how, in contrast to a provider-oriented stance where customer value is conceptualised as being controlled by the provider, customer value is formed for business customers beyond what is visible to the provider. Design/methodology/approach: This paper builds...

Purpose: The empirical study draws on a crowdsourced database of 221 innovations associated with the COVID-19 pandemic. Design/methodology/approach: Aside from the health and humanitarian crisis, the COVID-19 pandemic has caused an acute economic downturn in most sectors, forcing public and...

Purpose – One of the causes of change in business relationships comes from incidents that deviate in a positive or negative way from the expected and normal relationship pattern. This introduces the concept of stress that captures the effect of negatively deviating incidents in business...