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Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance

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Bibliographic Details
Main Authors: Christian, Homburg, Moritz, Tischer
Format: Book
Language:English
Published: Springer 2023
Subjects:
CJMC
CJs
Online Access:https://link.springer.com/article/10.1007/s11747-023-00923-9
https://dlib.phenikaa-uni.edu.vn/handle/PNK/8478
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spelling oai:localhost:PNK-84782023-05-22T01:57:32Z Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance Christian, Homburg Moritz, Tischer CJMC CJs CC BY 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). 2023-05-22T01:57:32Z 2023-05-22T01:57:32Z 2023 Book https://link.springer.com/article/10.1007/s11747-023-00923-9 https://dlib.phenikaa-uni.edu.vn/handle/PNK/8478 en application/pdf Springer
institution Digital Phenikaa
collection Digital Phenikaa
language English
topic CJMC
CJs
spellingShingle CJMC
CJs
Christian, Homburg
Moritz, Tischer
Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance
description CC BY
format Book
author Christian, Homburg
Moritz, Tischer
author_facet Christian, Homburg
Moritz, Tischer
author_sort Christian, Homburg
title Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance
title_short Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance
title_full Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance
title_fullStr Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance
title_full_unstemmed Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance
title_sort customer journey management capability in business-to-business markets: its bright and dark sides and overall impact on firm performance
publisher Springer
publishDate 2023
url https://link.springer.com/article/10.1007/s11747-023-00923-9
https://dlib.phenikaa-uni.edu.vn/handle/PNK/8478
_version_ 1772331158028156928
score 8.891695

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