FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W4323044496> ?p ?o ?g. }

• W4323044496 endingPage "1074" @default.
• W4323044496 startingPage "1046" @default.
• W4323044496 abstract "Abstract Business-to-business (B2B) practitioners are increasingly interested in capabilities to holistically manage touchpoints along B2B customer journeys (CJs) to remain competitive. Research in the B2B context, however, has investigated neither what constitutes such a customer journey management capability (CJMC) nor how , whether , or when it creates value. Taking a mixed-methods approach, we conceptualize and operationalize B2B CJMC as a supplier's ability to achieve superior customer value along the B2B CJ by strategically creating value-anchored customer touchpoints characterized through the implementation of consistent resource usage across internal organizational boundaries and by continuously monitoring value creation toward the individual members of the buying center. Analyzing a multisource dataset, we provide evidence that B2B CJMC has an indirect effect on firm performance (i.e., return on sales) through two opposing mechanisms (i.e., customer loyalty and customer-related coordination costs). Importantly, using survey and archival data, we show that, overall, B2B CJMC has a significant and positive impact on firm performance through the two mechanisms. Finally, these underlying mechanisms are also prevalent when testing for the moderating factors switching costs, number of touchpoints, and product versus service." @default.
• W4323044496 created "2023-03-04" @default.
• W4323044496 creator A5040087605 @default.
• W4323044496 creator A5040330589 @default.
• W4323044496 date "2023-03-03" @default.
• W4323044496 modified "2023-10-14" @default.
• W4323044496 title "Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance" @default.
• W4323044496 cites W1533666415 @default.
• W4323044496 cites W1546777109 @default.
• W4323044496 cites W1654255044 @default.
• W4323044496 cites W1853999331 @default.
• W4323044496 cites W1965342764 @default.
• W4323044496 cites W1967968613 @default.
• W4323044496 cites W1971031315 @default.
• W4323044496 cites W1976123198 @default.
• W4323044496 cites W1977276329 @default.
• W4323044496 cites W1978343804 @default.
• W4323044496 cites W1979101439 @default.
• W4323044496 cites W1979154680 @default.
• W4323044496 cites W1979907230 @default.
• W4323044496 cites W1979907896 @default.
• W4323044496 cites W1981904861 @default.
• W4323044496 cites W1986095608 @default.
• W4323044496 cites W1987258130 @default.
• W4323044496 cites W1991623719 @default.
• W4323044496 cites W1991670833 @default.
• W4323044496 cites W1998271713 @default.
• W4323044496 cites W1998289400 @default.
• W4323044496 cites W2002554683 @default.
• W4323044496 cites W2002843259 @default.
• W4323044496 cites W2003592489 @default.
• W4323044496 cites W2010420668 @default.
• W4323044496 cites W2013695941 @default.
• W4323044496 cites W2014593983 @default.
• W4323044496 cites W2014818400 @default.
• W4323044496 cites W2026368098 @default.
• W4323044496 cites W2027987703 @default.
• W4323044496 cites W2029787689 @default.
• W4323044496 cites W2038318317 @default.
• W4323044496 cites W2038702827 @default.
• W4323044496 cites W2040484478 @default.
• W4323044496 cites W2041527120 @default.
• W4323044496 cites W2047175081 @default.
• W4323044496 cites W2053515873 @default.
• W4323044496 cites W2054904029 @default.
• W4323044496 cites W2057717630 @default.
• W4323044496 cites W2059813301 @default.
• W4323044496 cites W2063085086 @default.
• W4323044496 cites W2063958832 @default.
• W4323044496 cites W2066971941 @default.
• W4323044496 cites W2068370738 @default.
• W4323044496 cites W2071666535 @default.
• W4323044496 cites W2072373815 @default.
• W4323044496 cites W2089402107 @default.
• W4323044496 cites W2091904737 @default.
• W4323044496 cites W2101703359 @default.
• W4323044496 cites W2101975537 @default.
• W4323044496 cites W2105846236 @default.
• W4323044496 cites W2106096361 @default.
• W4323044496 cites W2110621765 @default.
• W4323044496 cites W2112035181 @default.
• W4323044496 cites W2115278118 @default.
• W4323044496 cites W2115821338 @default.
• W4323044496 cites W2117842718 @default.
• W4323044496 cites W2121633476 @default.
• W4323044496 cites W2123709218 @default.
• W4323044496 cites W2125468234 @default.
• W4323044496 cites W2127692094 @default.
• W4323044496 cites W2130091537 @default.
• W4323044496 cites W2134884007 @default.
• W4323044496 cites W2140833390 @default.
• W4323044496 cites W2141125801 @default.
• W4323044496 cites W2146288845 @default.
• W4323044496 cites W2146410840 @default.
• W4323044496 cites W2161537835 @default.
• W4323044496 cites W2170483915 @default.
• W4323044496 cites W2173525519 @default.
• W4323044496 cites W2184535128 @default.
• W4323044496 cites W2186252516 @default.
• W4323044496 cites W2192715291 @default.
• W4323044496 cites W2289361548 @default.
• W4323044496 cites W2336778847 @default.
• W4323044496 cites W2341029189 @default.
• W4323044496 cites W2392998718 @default.
• W4323044496 cites W2422895071 @default.
• W4323044496 cites W2443567239 @default.
• W4323044496 cites W2557711433 @default.
• W4323044496 cites W2595551100 @default.
• W4323044496 cites W2602244403 @default.
• W4323044496 cites W2603372140 @default.
• W4323044496 cites W2606700149 @default.
• W4323044496 cites W2607220392 @default.
• W4323044496 cites W2746235315 @default.
• W4323044496 cites W2767795466 @default.
• W4323044496 cites W2789631386 @default.
• W4323044496 cites W2791647972 @default.
• W4323044496 cites W2799903443 @default.
• W4323044496 cites W2800125572 @default.

• next