IDEAS home Printed from https://ideas.repec.org/a/spr/svcbiz/v16y2022i3d10.1007_s11628-022-00498-5.html
   My bibliography  Save this article

B2B buyer operational capability for the effective delivery of technology-enabled services in a multi-facility context

Author

Listed:
  • Rafael Teixeira

    (College of Charleston)

  • Renato Przyczynski

    (Universidade do Vale do Rio dos Sinos)

  • Jeff Shockley

    (Virginia Commonwealth University)

Abstract

B2B technology-enabled services, such as telecommunications, depend on buyers' internal practices to manage resources within their branch facilities. This paper introduces the concept of B2B buyer operational capability (B2B-BOC) as the bundle of facility-level practices (strategic emphasis, employee training, infrastructure management, and security) that, together with supplier information quality, are necessary for continuous technology-enabled service delivery (service continuity). We use survey data from 300 buyers in Brazil to test our hypothesis. Results show that (i) B2B-BOC completely mediates the effect of supplier information quality on service continuity and that (ii) B2B-BOC varies significantly among facilities of the same buyer.

Suggested Citation

  • Rafael Teixeira & Renato Przyczynski & Jeff Shockley, 2022. "B2B buyer operational capability for the effective delivery of technology-enabled services in a multi-facility context," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 645-679, September.
    • Handle: RePEc:spr:svcbiz:v:16:y:2022:i:3:d:10.1007_s11628-022-00498-5
    DOI: 10.1007/s11628-022-00498-5
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11628-022-00498-5
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11628-022-00498-5?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Ojha, Divesh & Shockley, Jeff & Acharya, Chandan, 2016. "Supply chain organizational infrastructure for promoting entrepreneurial emphasis and innovativeness: The role of trust and learning," International Journal of Production Economics, Elsevier, vol. 179(C), pages 212-227.
    2. Melissa Archpru Akaka & Stephen L. Vargo, 2014. "Technology as an operant resource in service (eco)systems," Information Systems and e-Business Management, Springer, vol. 12(3), pages 367-384, August.
    3. Pires, Guilherme D. & Dean, Alison & Rehman, Muqqadas, 2015. "Using service logic to redefine exchange in terms of customer and supplier participation," Journal of Business Research, Elsevier, vol. 68(5), pages 925-932.
    4. Mei Xue & Lorin M. Hitt & Patrick T. Harker, 2007. "Customer Efficiency, Channel Usage, and Firm Performance in Retail Banking," Manufacturing & Service Operations Management, INFORMS, vol. 9(4), pages 535-558, April.
    5. Uday Karmarkar, 2015. "OM Forum—The Service and Information Economy: Research Opportunities," Manufacturing & Service Operations Management, INFORMS, vol. 17(2), pages 136-141, May.
    6. Justin J.P. Jansen & Zeki Simsek & Qing Cao, 2012. "Ambidexterity and performance in multiunit contexts: Cross‐level moderating effects of structural and resource attributes," Strategic Management Journal, Wiley Blackwell, vol. 33(11), pages 1286-1303, November.
    7. Divesh Ojha & Richard E. White & Pamela P. Rogers & Ching-Chung Kuo, 2015. "Information processing-related infrastructural antecedents of manufacturing flexibility – a real options perspective," International Journal of Production Research, Taylor & Francis Journals, vol. 53(17), pages 5174-5192, September.
    8. Dennis Campbell & Frances Frei, 2011. "Market Heterogeneity and Local Capacity Decisions in Services," Manufacturing & Service Operations Management, INFORMS, vol. 13(1), pages 2-19, April.
    9. DonHee Lee, 2019. "Effects of key value co-creation elements in the healthcare system: focusing on technology applications," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 389-417, June.
    10. Le Nguyen Hau, 2019. "The role of customer operant resources in health care value creation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 457-478, September.
    11. Satu Nätti & Jukka Ojasalo, 2008. "What prevents effective utilisation of customer knowledge in professional B-to-B services? An empirical study," The Service Industries Journal, Taylor & Francis Journals, vol. 28(9), pages 1199-1213, November.
    12. White, Sheneeta W. & Badinelli, Ralph D., 2012. "A model for efficiency-based resource integration in services," European Journal of Operational Research, Elsevier, vol. 217(2), pages 439-447.
    13. Guo, Lei & Ng, Irene, 2011. "The co-production of equipment-based services: An interpersonal approach," European Management Journal, Elsevier, vol. 29(1), pages 43-50, February.
    14. German F. Retana & Chris Forman & D. J. Wu, 2016. "Proactive Customer Education, Customer Retention, and Demand for Technology Support: Evidence from a Field Experiment," Manufacturing & Service Operations Management, INFORMS, vol. 18(1), pages 34-50, February.
    15. Kohtamäki, Marko & Partanen, Jukka, 2016. "Co-creating value from knowledge-intensive business services in manufacturing firms: The moderating role of relationship learning in supplier–customer interactions," Journal of Business Research, Elsevier, vol. 69(7), pages 2498-2506.
    16. Tsou, Hung-Tai & Hsu, Sheila Hsuan-Yu, 2015. "Performance effects of technology–organization–environment openness, service co-production, and digital-resource readiness: The case of the IT industry," International Journal of Information Management, Elsevier, vol. 35(1), pages 1-14.
    17. Hooshang Beheshti & Esmail Salehi-Sangari, 2007. "The benefits of e-business adoption: an empirical study of Swedish SMEs," Service Business, Springer;Pan-Pacific Business Association, vol. 1(3), pages 233-245, September.
    18. Le Nguyen Hau & Pham Ngoc Thuy, 2022. "Enabling customer co-creation behavior at a distance: the case of patients using self-monitoring handheld devices in healthcare," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 99-123, March.
    19. Chiehyeon Lim & Ki-Hun Kim & Min-Jun Kim & Kwang-Jae Kim, 2019. "Multi-factor service design: identification and consideration of multiple factors of the service in its design process," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 51-74, March.
    20. Doren Chadee & Billy Pang, 2008. "Technology strategy and performance: a study of information technology service providers from selected Asian countries," Service Business, Springer;Pan-Pacific Business Association, vol. 2(2), pages 109-126, June.
    21. Maria-Eugenia Ruiz-Molina & Irene Gil-Saura & Beatriz Moliner-Velázquez, 2011. "Does technology make a difference? Evidence from Spanish hotels," Service Business, Springer;Pan-Pacific Business Association, vol. 5(1), pages 1-12, March.
    22. Henk Akkermans & Luk N. Van Wassenhove, 2018. "Supply Chain Tsunamis: Research on Low†Probability, High†Impact Disruptions," Journal of Supply Chain Management, Institute for Supply Management, vol. 54(1), pages 64-76, January.
    23. Anning-Dorson, Thomas, 2018. "Customer involvement capability and service firm performance: The mediating role of innovation," Journal of Business Research, Elsevier, vol. 86(C), pages 269-280.
    24. Piyush Kumar & Mayukh Dass & Omer Topaloglu, 2011. "Exploring satisfaction in business-to-business services: a path-analytic approach," Service Business, Springer;Pan-Pacific Business Association, vol. 5(1), pages 13-27, March.
    25. Shawnee K. Vickery & Cornelia Droge & Theodore P. Stank & Thomas J. Goldsby & Robert E. Markland, 2004. "The Performance Implications of Media Richness in a Business-to-Business Service Environment: Direct Versus Indirect Effects," Management Science, INFORMS, vol. 50(8), pages 1106-1119, August.
    26. Paolo Gaiardelli & Giuditta Pezzotta & Alice Rondini & David Romero & Farnaz Jarrahi & Marco Bertoni & Stefan Wiesner & Thorsten Wuest & Tobias Larsson & Mohamed Zaki & Philipp Jussen & Xavier Boucher, 2021. "Product-service systems evolution in the era of Industry 4.0," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 177-207, March.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Rafael Marques & Rafael Teixeira & Daniel P. Lacerda & Fabio S. Piran, 2023. "Exploring outsourcing service productivity from the buyer and supplier perspective: A case analysis in the fleet maintenance industry," Operations Management Research, Springer, vol. 16(2), pages 853-867, June.
    2. Najafi-Tavani, Zhaleh & Mousavi, Sahar & Zaefarian, Ghasem & Naudé, Peter, 2020. "Relationship learning and international customer involvement in new product design: The moderating roles of customer dependence and cultural distance," Journal of Business Research, Elsevier, vol. 120(C), pages 42-58.
    3. Fei Gao & Xuanming Su, 2018. "Omnichannel Service Operations with Online and Offline Self-Order Technologies," Management Science, INFORMS, vol. 64(8), pages 3595-3608, August.
    4. Xie, Xuemei & Wang, Hongwei & García, Javier Sendra, 2021. "How does customer involvement in service innovation motivate service innovation performance? The roles of relationship learning and knowledge absorptive capacity," Journal of Business Research, Elsevier, vol. 136(C), pages 630-643.
    5. Luis Ignacio Álvarez-González & María Jesús Barroso-Méndez & Clementina Galera-Casquet & Víctor Valero-Amaro, 2023. "The impact of technologies on society through NPO-social enterprise value co-creation," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-15, December.
    6. Guillaume Roels, 2014. "Optimal Design of Coproductive Services: Interaction and Work Allocation," Manufacturing & Service Operations Management, INFORMS, vol. 16(4), pages 578-594, October.
    7. Mai Thi My-Quyen & Le Nguyen Hau & Pham Ngoc Thuy, 2020. "Mindful co-creation of transformative service for better well-being," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 413-437, September.
    8. Mai Thi My-Quyen & Le Nguyen Hau, 2021. "Transforming customer brand engagement to co-creation value through participation energy and effort," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 493-514, September.
    9. Youngjung Geum & Sungjoo Lee & Daekook Kang & Yongtae Park, 2011. "The customisation framework for roadmapping product-service integration," Service Business, Springer;Pan-Pacific Business Association, vol. 5(3), pages 213-236, September.
    10. Chang, Kuo-Hsiung & Gotcher, Donald F., 2020. "How and when does co-production facilitate eco-innovation in international buyer-supplier relationships? The role of environmental innovation ambidexterity and institutional pressures," International Business Review, Elsevier, vol. 29(5).
    11. Ed Cook & Jason R. W. Merrick, 2023. "Technology Implementation at Capital One," Interfaces, INFORMS, vol. 53(3), pages 178-191, May.
    12. Youngjung Geum & Moon-Soo Kim & Sungjoo Lee, 2017. "Service Technology: Definition and Characteristics Based on a Patent Database," Service Science, INFORMS, vol. 9(2), pages 147-166, June.
    13. Jesús J. Cambra-Fierro & María Fuentes-Blasco & Rocío Huerta-Álvarez & Ana Olavarría, 2021. "Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 467-491, September.
    14. Le Nguyen Hau & Pham Ngoc Thuy, 2022. "Enabling customer co-creation behavior at a distance: the case of patients using self-monitoring handheld devices in healthcare," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 99-123, March.
    15. Darshan Pandya & Gopal Kumar, 2023. "Applying Industry 4.0 technologies for the sustainability of small service enterprises," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 37-59, March.
    16. Carolina Rojas-Córdova & Amanda J. Williamson & Julio A. Pertuze & Gustavo Calvo, 2023. "Why one strategy does not fit all: a systematic review on exploration–exploitation in different organizational archetypes," Review of Managerial Science, Springer, vol. 17(7), pages 2251-2295, October.
    17. Mammassis, Constantinos S. & Kostopoulos, Konstantinos C., 2019. "CEO goal orientations, environmental dynamism and organizational ambidexterity: An investigation in SMEs," European Management Journal, Elsevier, vol. 37(5), pages 577-588.
    18. Małgorzata Wiścicka-Fernando & Sandra Misiak-Kwit & Kelaniyage Shihan Dilruk Fernando, 2019. "Co-Creation as an Innovative Way to Develop an Enterprise—Cross-Country Analysis," Sustainability, MDPI, vol. 11(23), pages 1-13, November.
    19. Chu, Zhaofang & Feng, Bo & Lai, Fujun, 2018. "Logistics service innovation by third party logistics providers in China: Aligning guanxi and organizational structure," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 118(C), pages 291-307.
    20. Ashkan Faramarzi & Stefan Worm & Wolfgang Ulaga, 2024. "Service strategy’s effect on firm performance: A meta-analysis of the servitization literature," Journal of the Academy of Marketing Science, Springer, vol. 52(4), pages 1018-1044, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:svcbiz:v:16:y:2022:i:3:d:10.1007_s11628-022-00498-5. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.