Prologue. The magic of connected strategy -- The connected strategy framework -- Part I. The rewards of connected strategies: Breaking the trade-off between superior customer experience and lowering costs -- Workshop 1: Using connectivity to provide superior customer experiences at lower costs...

Purpose – The paper aims to fill a gap in the literature in relation to the determinants of customer value within the research and development (R&D) industry and word‐of‐mouth. It investigates whether context specific variables, such as organizational type and contract length, change...