Purpose – This paper aims to explore the role that inter‐personal relationships play in promoting or hindering the dissolution of business relationships operating in the UK food industry. Design/methodology/approach – The case study methodology was used to explore the dissolution of 11...

Purpose – The purpose of this paper is to examine how, taking customer relationships as the unit of analysis, the heterogeneity of customer relationship performance influences the heterogeneity of firm performance, and how firms can balance the heterogeneity of customers, customer...

Purpose – The purpose of this paper is to propose and elaborate on a service‐dominant‐logic‐based conceptualization of relationship that transcends traditional conceptualizations. Design/methodology/approach – The paper consists of a review of traditional conceptualizations of...

Purpose – The purpose of this paper is to explore a central issue in industrial marketing, namely the buyer‐seller relationship, by focusing on how its development influences and is influenced by the use of B2B e‐commerce strategies. More specifically, the paper aims at identifying what...

Purpose – The paper's purpose is to broaden knowledge of customer satisfaction and loyalty in business‐to‐business markets. Design/methodology/approach – The authors propose and test a model in which customer satisfaction is conceived as mediating the relationship between the elements of...

Purpose – Increasingly, customer relationship management (CRM) is being viewed as a strategic, process‐oriented, cross‐functional, value‐creating for buyer and seller, and a means of achieving superior financial performance. However, there is a need for a more holistic view of...

Purpose – This study aims to explore the relations among inter‐organizational, organizational, technical factors, inter‐organizational systems (IOS) use, IOS performance and long‐term relationship. Design/methodology/approach – To test the research hypotheses, this study primarily used...

Purpose – The purpose of this paper is to develop a RELQUAL‐construct and to test its impact on satisfaction in Norwegian business relationships. Design/methodology/approach – This study is based upon a survey and random sample of small and medium ‐ sized companies in Norway. Initially,...

Purpose – Faced with increased global competition, suppliers must continually update their technology and capabilities to effectively respond to the rapid changes in customer requirements. In the original equipment manufacturer (OEM) supply relationships, it is particularly important for...

Purpose – The objective of this paper is to propose a process through which channel stakeholders interact with one another to adopt a buyer‐seller technology with the purpose of improving the efficiency of their supply chain. The paper seeks to examine how ongoing business relationships...