Hiển thị ở chế độ nhân viên: Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance

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

CC BY

Lưu vào:

Hiển thị chi tiết
Tác giả chính:	Christian, Homburg, Moritz, Tischer
Định dạng:	Sách
Ngôn ngữ:	English
Nhà xuất bản:	Springer 2023
Chủ đề:	CJMC CJs
Truy cập trực tuyến:	https://link.springer.com/article/10.1007/s11747-023-00923-9 https://dlib.phenikaa-uni.edu.vn/handle/PNK/8478
Từ khóa:	Thêm từ khóa Không có từ khóa, Hãy là người đầu tiên đánh dấu biểu ghi này!

id	oai:localhost:PNK-8478
record_format	dspace
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	8.891787

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

Tài liệu tương tự