Journal of Business & Industrial Marketing: Volume 37 Issue 13

Intra- and inter-organizational tensions of a digital servitization strategy. Evidence from the mechatronic sector in Italy

Serena Galvani, Roberta Bocconcelli

This paper aims to analyze the digital servitization (DS) process with the paradox theory lens. The purpose is to catch how intra- and inter-organizational tensions generate…

CRM system implementation and firm performance: the role of consultant facilitation and user involvement

Samppa Suoniemi, Alex Zablah, Harri Terho, Rami Olkkonen, Detmar Straub, Hannu Makkonen

The current research aims to answer the following question: To what extent and under what conditions does hiring consultants to implement a customer relationship management (CRM…

Striking the right balance in tension management. The case of coopetition in small- and medium-sized firms

Henrik Virtanen, Soren Kock

The purpose of this study is to elaborate on the management, sources, levels of strength and dynamics of inherent tension in coopetition between small- and medium-sized firms…

Artificial intelligence in customer relationship management: literature review and future research directions

Cristina Ledro, Anna Nosella, Andrea Vinelli

Due to the recent development of Big Data and artificial intelligence (AI) technology solutions in customer relationship management (CRM), this paper provides a systematic…

It ain’t over till it’s over: exploring the post-failure phase of new ventures in business networks

Francesco Petrucci, Matilde Milanesi

To the best of the authors’ knowledge, this paper is a first attempt to deal with the phenomenon of new venture failure from the business network perspective of the Industrial…

Formal clusters supporting small firms' internationalization: a case of public–private interaction

Elisa Carloni

This study aims to explore the role played by a formal cluster initiative in supporting small firms' internationalization processes. Taking a public–private interaction…

Customer reference marketing in internationalizing SMEs: a service perspective

Daniel Tolstoy, Sara Melén Hånell, Nurgül Özbek

The purpose of this paper is to create a model that compares the effects of product content differentiation and service content differentiation on small- and medium-sized…

The coordination of technology development for complex products and systems innovations

José Adalberto França, Nicolette Lakemond, Gunnar Holmberg

The purpose of this paper is to explore earlier stages of complex products and systems (CoPS) innovations, investigating how technology development can be coordinated.

Developing Delphi methodology for studying future market change

Anna-Greta Nyström, Valtteri Kaartemo

The purpose of this paper is to develop Delphi methodology toward a holistic method for forecasting market change. Delphi methodology experienced its culmination in marketing…

Trade show visitors and key technological trends: from a literature review to a conceptual framework

Veronica Vitali, Claudia Bazzani, Annamaria Gimigliano, Marco Cristani, Diego Begalli, Gloria Menegaz

This study proposes a literature review and, based on the findings, the authors develop a conceptual framework, attempting to explain how technology may influence visitor behavior…

Entrepreneurial marketing orientation of the Polish and Finnish SMEs and its environmental determinants

Izabela Kowalik, Lidia Danik, Agnieszka Pleśniak

The entrepreneurial marketing orientation (EMO) has been studied primarily in developed countries. The past research has focused on entrepreneurial marketing dimensions and their…

The value co-creation journey: a longitudinal process unfolding in a network through collaboration

Andrea Perna, Thomas O’Toole, Enrico Baraldi, Gian Luca Gregori

This study aims to develop our understanding of the value co-creation process in business networks. This study identifies four key sub-processes that characterize the value…