Purpose – This paper aims to develop a framework helping managers to understand reactions, adopting the supplier perspective, and starting from the idea that the outcome of the degradation process is mainly determined by customers’ reactions. Inter-organisational relationships are sometimes...

Purpose Given the ever-increasing complexity of business-to-business exchange, success is contingent on being able to adapt to any given situation. However, there is little in the way of guidance for how to adapt when it comes to negotiations. This paper aims to help business and industrial...

Purpose This study aims to contribute to the scholarly fields of supply chain management (SCM) and service-dominant logic (SDL) by conducting a systematic literature review on business-to-business (B2B) marketing and SCM studies. Design/methodology/approach After the collection and refinement of...

Purpose This study investigated business-to-business (B2B) repeated purchase intent and its relationships with customer value and customer satisfaction. Additionally, it explored the link between willingness to purchase again, switching costs and product returns management. Modern customers are...

Purpose – The purpose of this study is to examine the value formation and value perceptions of brand owners and retailers in the new digital packaging technology context. The focus of this study concerns the potential of new packaging technologies to offer new value dimensions compared with...

Purpose – This paper aims to examine the most important antecedents of customer loyalty in business-to-business (B2B) context using European Customer Satisfaction Index (ECSI) model. Design/methodology/approach – A questionnaire is designed consisting of measures of customer loyalty gathered...

Purpose This study aims to explore why and how business-to-business (B2B) companies use social media and which users and stakeholders they communicate with. Design/methodology/approach The study employs a case study approach because of its exploratory nature. Data from three companies consisted...

Purpose – The purpose of this paper is to analyse the process followed by sponsors and sport properties in developing their sponsorship deals as seen from a new service development (NSD) perspective. Sponsorships are expensive and can be a source of sustainable competitive advantage if managed...

Purpose – The current knowledge concerning how organizations adopt innovations is considerably less than the sum of its parts. The aim of this paper is to review the innovation adoption and diffusion approach and connect it with the main related theoretical fields within business-to-business...

Purpose – The aim of this paper is to provide understanding on how the buyer can mobilize experience-based information scattered around the business network, by means of customer references, word-of-mouth and reputation, and how this facilitates the buying process. Design/methodology/approach...