Provider and relational determinants of customer solution performance

Academic Article

Abstract

  • © 2016 Elsevier Inc. Given the increased use of business-to-business customer solutions, it is important to understand what factors may influence solution performance. Although the literature has addressed a wide number of areas related to customer solutions, there is limited knowledge on the specific issue of customer solution performance. This study contributes to the emerging value co-creation literature by investigating the influence of solution provider determinants and relational interactions between the provider and client on customer solution performance. The findings from an empirical study of a sample of high-tech companies in China reveal that the provider's adaptiveness, customer emphasis, and cross-functional coordination are positively related to customer solution performance. In addition, relational interactions of joint problem solving and conflict management play a positive role in enhancing solution performance. These findings offer important theoretical and managerial implications for the management of customer solutions.
  • Authors

    Published In

    Digital Object Identifier (doi)

    Author List

  • Powers TL; Sheng S; Li JJ
  • Start Page

  • 14
  • End Page

  • 23
  • Volume

  • 56