Curtin University Homepage
  • Library
  • Help
    • Admin

    espace - Curtin’s institutional repository

    JavaScript is disabled for your browser. Some features of this site may not work without it.
    View Item 
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item

    Service supply chain: strategic interaction and relationship value

    Access Status
    Fulltext not available
    Authors
    Song, H.
    Yu, K.
    Chatterjee, Samir Ranjan
    Jia, J.
    Date
    2016
    Type
    Journal Article
    
    Metadata
    Show full item record
    Citation
    Song, H. and Yu, K. and Chatterjee, S.R. and Jia, J. 2016. Service supply chain: strategic interaction and relationship value. Journal of Business and Industrial Marketing. 31 (5): pp. 611-624.
    Source Title
    Journal of Business and Industrial Marketing
    DOI
    10.1108/JBIM-04-2014-0078
    ISSN
    0885-8624
    School
    School of Management
    URI
    http://hdl.handle.net/20.500.11937/51438
    Collection
    • Curtin Research Publications
    Abstract

    Purpose: The purpose of this paper is to empirically investigate the linkages between strategic interaction and relationship value, with a variety of co-creating value strategies as conceptual mediators. Design/methodology/approach: This study reports on a field survey conducted in the Chinese manufacturing industry. A total of 180 questionnaires were sent to customers of service providers, and 120 valid responses were received, representing a response rate of 66.7 per cent. The data were then analyzed by using a number of statistical tools. Findings: The results suggest that strategic interaction leads to a positive effect on the relationship value without any regard to the size of the customer. However, the mediating effect of product-based service is more significant for large-size customers, whereas the mediating effect of integrated managerial service is more significant for medium- and small-size customers. Originality/value: This study explores how value might be created in a business-to-business context in a service supply chain from a relationship marketing perspective. It distinguishes product-based service and integrated managerial service as co-creating value strategies and further clarifies the different mechanisms underlying their relationships with strategic interaction between service supplier and customer. In particular, this study suggests that although strategic interaction may yield superior relationship value, the size of the customers will determine what kind of co-creating strategies would be preferred.

    Related items

    Showing items related by title, author, creator and subject.

    • Trust and reputation for service-oriented environments: Technologies for building business intelligence and consumer confidence
      Chang, Elizabeth; Dillon, Tharam S.; Hussain, Farookh (2006)
      Trust has played a central role in human relationships and hence has been the subject of study in many fields including business, law, social science, philosophy and psychology. It has played a pivotal role in forming ...
    • Moderating effects of service separation on customer relationships with service firms: A social-exchange perspective
      Alhathal, F.; Sharma, Piyush ; Kingshott, Russel (2018)
      Purpose: The purpose of this paper is to examine the impact of service separation on the ability of service firms to build and maintain customer relationships, by exploring the differences in the strength of interrelationships ...
    • An examination of the factors critical to the establishment and maintenance of competitive advantage for education services enterprises within international markets.
      Mazzarol, Timothy W. (1997)
      The principal focus of the present study was to examine the factors critical to the development and maintenance of a competitive advantage for education institutions operating in international markets. International ...
    Advanced search

    Browse

    Communities & CollectionsIssue DateAuthorTitleSubjectDocument TypeThis CollectionIssue DateAuthorTitleSubjectDocument Type

    My Account

    Admin

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular Authors

    Follow Curtin

    • 
    • 
    • 
    • 
    • 

    CRICOS Provider Code: 00301JABN: 99 143 842 569TEQSA: PRV12158

    Copyright | Disclaimer | Privacy statement | Accessibility

    Curtin would like to pay respect to the Aboriginal and Torres Strait Islander members of our community by acknowledging the traditional owners of the land on which the Perth campus is located, the Whadjuk people of the Nyungar Nation; and on our Kalgoorlie campus, the Wongutha people of the North-Eastern Goldfields.