From managing customers to joint venturing with customers: co-creating service value in the digital age. Issue 3 (28th June 2021)

• Record Type: Journal Article
• Authors: Falkenreck, Christine; Wagner, Ralf
• Is Part Of: Journal of business & industrial marketing. Volume 37:Issue 3(2022)
• Page Start: 643
• Page End: 656
• Publication Date: 2021-06-28
• Subjects: Communication technologies -- Buyer-seller relationships -- Customer service management -- Business-to-business marketing -- Customer satisfaction; Industrial marketing -- Periodicals; 658.804
• DOI: 10.1108/JBIM-02-2020-0100
• Languages: English
• ISSNs: 0885-8624

Abstract

Abstract : Purpose: Until today, scholars claim that the phenomenon of "co-creation" of value in an "interacted" economy and in the context of positive actor-to-actor relationships has not been adequately explored. This study aims to first to identify and separate the accessible values of internet of things (IoT)-based business models for business-to-business (B2B) and business-to-government (B2G) customer groups. It quantifies the drivers to successfully implement disruptive business models. Design/methodology/approach: Data were gathered from 292 customers in Western Europe. The conceptual framework was tested using partial least square structural equation modeling. Findings: Managing disruptions in the digital age is closely related to the fact that the existing trust in buyer-seller relationships is not enough to accept IoT projects. A company's digitalization capabilities, satisfaction with the existing relationship and trust in the IoT credibility of the manufacturer drives the perceived value of IoT-based business models in B2B settings. Contrastingly, in B2G settings, money is less important. Research limitations/implications: Research refers to one business field, the data set is of European origin only. Findings indicate that the drivers to engage in IoT-related projects differ significantly between the customer groups and therefore require different marketing management strategies. Saving time today is more important to B2G buyers than saving money. Practical implications: The disparate nature of B2B and B2G buyers indicates that market segmentation and targeted marketing must be considered before joint-venturing in IoT business models. To joint venture supply chain partners co-creating value in the context of IoT-related business models, relationship management should be focused with buyers on the same footing, as active players and co-developers of a personalized experience in digital service projects. Originality/value: Diverging from established studies focusing on the relationship within a network of actors, this study defines disruptive business models and identifies its drivers in B2B and B2G relationships. This study proposes joint venturing with B2B and B2G customers to overcome the perceived risk of these IoT-related business models. Including customers in platforms and networks may lead to the co-creation of value in joint IoT projects.