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New insights on trust in business-to-business relationships : a multi-perspective approach
New Insights on Trust in Business-to-Business Relationships provides readers with advanced original insights on trust antecedents, processes and consequences within the B2B marketing context and offers practical tools alongside suggestions for future research.
Book
Competitive Advantage Through Engagement
The authors highlight the need for and develop a framework for engagement by reviewing the relevant literature and analyzing popularpress articles. They discuss the definitions of the focal constructs—customer engagement (CE) and employee engagement (EE)—in the engagement framework, capture these constructs' multidimensionality, and develop and refine items for measuring CE and EE. They validate the proposed framework with data from 120 companies over two time periods, and they develop strategies to help firms raise their levels of CE and EE to improve performance. They also observe that the influence of EE on CE is moderated by employee empowerment, type of firm (business-to-business [B2B] vs. business-to-consumer [B2C]), and nature of industry (manufacturing vs. service); in particular, this effect is stronger for B2B (vs. B2C) firms and service (vs. manufacturing) firms. The authors find that although both CE and EE positively influence firm performance, the effect of CE on firm performance is stronger. Furthermore, the effect of CE and EE on performance is enhanced for B2B (vs. B2C) and for service (vs. manufacturing) firms.
Journal Article
Peer-to-peer leadership : why the network is the leader
\"Why is it that the trust in leadership and the success of leaders seems to erode as we develop and refine more sophisticated models for leading, such as emotional intelligence, transformational leadership, adaptive leadership, etc.? Mila Baker believes that most of today's leadership theories are old wines in new skins, and still rely on the leader-follower hierarchy. Yet the idea of hierarchy is breaking down everywhere in society, from politics, to religion, to social relationships--and most particularly in computers and networking. Why should leadership be any different? Baker's inspiration is the peer-to-peer model of computing, which is also mirrored in social networking and crowdsource technologies. Baker shows that a network with \"equipotent\" nodes of power--think peer leaders--are infinitely more powerful than \"client-server\" (i.e. leader-follower) networks. Yet the typical organizational design still harkens back to the days of punch-card computers. By creating organizations with leaders at all levels, architects of peer-to-peer organizations can build flexibility, resiliency and accountability. Baker still advocates the need for top level executives and senior leaders, but advises them to give up traditional notions of power and become focused on the health of the network rather than achieving personal leadership goals. Companies such as Gore and Herman Miller practice these principles and have achieved long-term success--Baker provides a structure to this approach that any organization can adapt\"-- Provided by publisher.
Book
Boundary spanner corruption: a potential dark side of multi-level trust in marketing relationships
Boundary spanner corruption—voluntary collaborative behavior between individuals representing different organizations that violates their organizations’ norms—is a serious problem in business-to-business (B2B) marketing relationships. Drawing on insights from the literatures on the dark side of business relationships and deviance in sales and service organizations, the authors identify boundary spanner corruption as a potential dark side complication inherent in close B2B marketing relationships. The same elements that generate benefits in interorganizational relationships, such as those between customer and seller firms, also enable the development of boundary-spanning social cocoons that can foment corrupt activities under certain conditions. A conceptual framework illustrates how trust at the interpersonal, intraorganizational, and interorganizational levels enables corrupt behaviors by allowing deviance-inducing factors stemming from the task environment or from the individual boundary spanner to manifest in boundary spanner corruption. Interpersonal trust between representatives of different organizations, interorganizational trust between these organizations, and intraorganizational agency trust of management in their representatives foster the development of a boundary-spanning social cocoon—a microculture that can inculcate deviant norms leading to corrupt behavior. Boundary spanner corruption imposes direct and opportunity costs on the involved organizations, with the additional burden of latent financial risk associated with potential exposure. The authors substantiate their multi-level framework and propositions with field-based insights from qualitative interviews with senior executives. The multi-level framework of boundary spanner corruption extends beyond extant marketing literature, highlights intriguing directions for future research, and offers new managerial insights.
Journal Article
Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance
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.
Journal Article
Women’s underrepresentation in business-to-business sales: Reasons, contingencies, and solutions
Sales faces the second-largest gender gap of any corporate function, with women's underrepresentation even more pronounced in business-to-business (B2B) sales and at higher hierarchical levels. Concurrently, the call for a more gender-diverse sales force is gaining momentum for social and economic reasons, moving the question of how to attract and promote women in B2B sales to the top of sales managers' agenda. Using an inductive approach, we uncover male-centricity of communication and job structures in B2B sales as the underlying reasons deterring women from entering and advancing in B2B sales. Specifically, male-centricity implies a misfit between B2B sales and women's self-conception and needs. By deriving contingencies of these relationships, we offer solutions to women's underrepresentation in B2B sales by showing, for example, which sales positions are less prone to signal or create a misfit to women and what gender-inclusive resources sales departments can provide and saleswomen can build.
Journal Article
CSR in private enterprises in developing countries : evidences from the ready-made garments industry in Bangladesh
This up-to-date review of developments in corporate social responsibility in South Asia uses the ready-to-wear garment industry in Bangladesh as an exemplar. It identifies key obstacles to better practice in CSR and proposes strategies to overcome them.
Book
Artificial intelligence in business-to-business marketing: a bibliometric analysis of current research status, development and future directions
PurposeAlthough the value of artificial intelligence (AI) has been acknowledged by companies, the literature shows challenges concerning AI-enabled business-to-business (B2B) marketing innovation, as well as the diversity of roles AI can play in this regard. Accordingly, this study investigates the approaches that AI can be used for enabling B2B marketing innovation.Design/methodology/approachApplying a bibliometric research method, this study systematically investigates the literature regarding AI-enabled B2B marketing. It synthesises state-of-the-art knowledge from 221 journal articles published between 1990 and 2021.FindingsApart from offering specific information regarding the most influential authors and most frequently cited articles, the study further categorises the use of AI for innovation in B2B marketing into five domains, identifying the main trends in the literature and suggesting directions for future research.Practical implicationsThrough the five identified domains, practitioners can assess their current use of AI and identify their future needs in the relevant domains in order to make appropriate decisions on how to invest in AI. Thus, the research enables companies to realise their digital marketing innovation strategies through AI.Originality/valueThe research represents one of the first large-scale reviews of relevant literature on AI in B2B marketing by (1) obtaining and comparing the most influential works based on a series of analyses; (2) identifying five domains of research into how AI can be used for facilitating B2B marketing innovation and (3) classifying relevant articles into five different time periods in order to identify both past trends and future directions in this specific field.
Journal Article