Organisational, technical and data quality factors in CRM adoption — SMEs perspective

Like large organisations, many Small and Medium-sized Enterprises (SMEs) have implemented Customer Relationship Management (CRM), so that they can compete effectively in today's highly changeable economic and market climate. However, studies indicate that there are mixed results as to how successful SMEs have been in adopting CRM solutions. It is also reported in the literature that CRM implementation is influenced by issues that relate to organisational, technical and data quality factors. To this end, there is limited research conducted in this area which mainly focuses on including these dimension in the evaluation of factors that influence CRM adoption in the SME sector. In seeking to address this issue, this research uses an investigative study aimed at identifying the organisational, technical and data quality related factors influencing CRM adoption by SMEs. This will enhance the quality of the evaluation process, and help support SME decision makers in exploring the implications surrounding CRM adoption. The findings of this study confirm that factors affecting the adoption of CRM in SMEs are largely similar to the factors affecting CRM adoption in previously studied other types of organisations.     

SMEs and artificial intelligence (AI): Antecedents and consequences of AI-based B2B practices

Development of small and medium enterprises (SMEs) is a key approach to achieving economic growth in the Middle East and successful adoption of technology is vital for SMEs' success and continuity. Artificial intelligence (AI) is part of a new generation of technologies that can facilitate competitive advantage but currently there is a lack of evidence regarding AI applications in relation to B2B SMEs in Middle East countries. Therefore, this study empirically examines antecedents to, and consequences of, successful acceptance of AI practices by B2B SMEs in Saudi Arabia. A conceptual model based on the technology-organisation-environment framework is developed which considers the impact of AI enablers and AI readiness on the acceptance of AI practices, and the impact of this on relational governance, performance, and SMEs' AI-based business customer interaction. The conceptual model was tested using structural equation modelling of survey data collected from B2B SMEs (n = 392). The results showed that, of the AI enablers, acceptance of AI practices was significantly influenced by both technology roadmapping and attitude but not professional expertise. Of the AI readiness variables, acceptance of AI practices was significantly influenced by infrastructure and awareness but not technicality. The acceptance of AI practices was found to significantly affect AI-enabled relational governance and performance, and SME's business customer AI-based interaction. This study provides a broader base for theoretical and practical understanding of issues related to AI practices in SMEs and the B2B sector in general.     

Buyer-supplier matching in online B2B marketplace: An empirical study of small- and medium-sized enterprises (SMEs)

Mitigating perceived uncertainty and risk is critical for successful exchanges in an online B2B marketplace. However, scant empirical research has been devoted to the topic, and even less to small- and medium-sized enterprises (SMEs). We investigate the use of quality signals and recommendations to foster buyer-supplier matching in an online B2B marketplace of SMEs. Unique proprietary data from a leading B2B e-commerce platform suggest that such a matching is significantly related to signals of SME buyers' quality and credibility embedded in how projects are described. Moreover, appropriately designed recommendation system can increase the matching rate because it helps reduce buyers' information overload. This research highlights the importance of integrating online channel data with traditional offline channel data to accurately assess the drivers of buyer-supplier matching. Our findings provide valuable insights into how to design and manage an online B2B marketplace for SMEs to yield more successful matches.     

Understanding the human side of openness: the fit between open innovation modes and CEO characteristics

In small- and medium-sized enterprises (SMEs), where typically the decision-making process is highly centralised, important decisions, such as open innovation (OI) adoption, will be strongly influenced by the characteristics of their Chief Executive Officers (CEOs). Pointing the attention to the strategic leadership and human elements, this paper sheds light on the micro-foundation of OI by emphasising the role that the personal traits of key individuals in innovation. OI adoption could result in the enactment of several OI modes – each representing an opportunity of potential change (of market, of technology or/and of the organisation) – and this paper attempts to examine the relationships between the CEO characteristics and each of the OI modes. Our analysis, using Korean SME data, shows that CEOs’ positive attitude, entrepreneurial orientation (EO), patience and education can play important roles in facilitating OI in SMEs. However, this paper also observed that the effects of CEO characteristics on OI adoption were differently configured according to the nature of each OI mode, for example, CEOs’ patience and EO had different impacts depending on the degree of uncertainty in the OI mode. This suggest that OI must be understood as a wide innovation spectrum, and, to increase opportunities for successful OI adoption, CEOs have to attempt to compensate for characteristics they may lack by recruiting appropriate complementary top managements. The research has practical implications for CEOs and policy makers who are interested in enhancing competitiveness of SMEs.     

Service innovation and adoption in industrial markets: An SME perspective

Service innovation is essential, particularly for companies operating in highly competitive environments, as it can lead to innovation adoption behaviors, which in turn influence overall business performance. Drawing upon the innovation adoption and relationship marketing literature, and grounded within the structure-conduct-performance paradigm and social exchange theory, this study examines the reputational and relational mechanisms through which service innovation influences the innovation adoption decisions of small and medium-sized enterprises (SMEs). A survey of 336 Australian SME representatives reveals the critical role of suppliers’ sustainable competitive advantage (SCA) and affective commitment in mediating the relationship between service innovation and innovation adoption behavior. However, industry-relevant moderators in the form of technological turbulence and long-term orientation constrain the mediating effects. Specifically, perceived SCA has stronger mediating effects among short-term-oriented customers, whereas affective commitment has stronger mediating effects when technological turbulence is low. The findings provide useful insights for organizations in terms of capitalizing on their reputation and relationship with customers to encourage the adoption of innovation by SMEs.     

Exploring geographic variation in corporate broadband adoption; evidence from Irish small- and medium-sized enterprises (SMEs)

Despite its growth experience, Ireland still lags behind in international league tables on broadband adoption and within Ireland great disparities exist between central and peripheral regions. This paper explores the context-specific determinants of broadband adoption among Irish small- and medium-sized enterprises (SMEs), attempting to shed some light on the sources of the considerable geographic variation in particular. Drawing from determinants of broadband adoption identified in literature the authors develop a number of plausible hypotheses. Using cross-section data from a ComReg survey of Irish-based SMEs, a logit model of broadband adoption is estimated. Among other factors, a company's industrial sector and other demand proxies are good predictors of broadband adoption. Controlling for other factors, regional ISP market concentration appears to be negatively associated with the probability of broadband adoption. It is argued that, in the absence of more detailed information, statistics on regional-level market structure could be a promising indicator of the supply-side.     

A Self‐Tuning Model for Smart Manufacturing SMEs: Effects on Digital Innovation

With the changing way people live, communicate, and work, enterprises are striving to shift their existing business model into a “self‐tuning” one. Enterprises are becoming more agile, adaptive, and ambidextrous in order to boost innovation in the current digital transformation era. Nowadays, “digital innovation” is closely associated with Industry 4.0 enablers and smart enterprises. Prior research has shown that while multinational enterprises—across many sectors—have already embraced the aforementioned advancements, their adoption by small and‐medium‐sized enterprises (SMEs) has so far taken place mainly in the manufacturing sector. Thus, based on a sample of 280 self‐tuned smart manufacturing SMEs and having utilized the structural equation modeling (SEM), this study was aimed to investigate how digital innovation is influenced by the three pillars of self‐tuning models—agility, adaptation, and ambidexterity. Our paper has focussed on the digital systems in which SMEs, spurred by networking and open innovation solutions, operate and innovate in response to external triggers, displaying a balance between exploration and exploitation, and a strong agile capacity.     

To app or not to app: A business-to-business seller's decision

Although business-to-business (B2B) selling firms increasingly realize the benefits of adoption and usage of B2B mobile applications (apps), few studies examine this topic. Building on the technology organization environment and the technology acceptance model adoption frameworks, this research provides an integrative framework to identify and investigate the key determinants of B2B mobile apps for sellers that have not implemented B2B mobile apps for their buyers to use in their decision making. The results from 360 marketing executives at B2B selling firms indicate that perceived usefulness, top management support, and competitive pressure positively influence the decision to adopt B2B mobile apps in the near future. In addition, relative advantage and perceived ease of use indirectly affect adoption of B2B mobile apps through perceived usefulness. The research findings provide several theoretical and managerial implications related to B2B mobile apps adoption.     

The determinants of innovation in green supply chains: evidence from an Italian sectoral study

Innovation processes are increasingly spreading through the unbounded universe of European small and medium enterprises (SMEs). It represents a fundamental opportunity especially for those SMEs operating in the so‐called ‘green economy’ sectors, in order to be competitive in a National, European and International market with their sustainable products and services. Drawing upon a database of over 300 enterprises operating within the eight defined green sectors, this paper assesses the determinants and drawbacks of innovation. In particular, by using an econometrical approach, we tested the following propositions: (1) small dimension of enterprises is not an obstacle to their innovation capabilities; (2) the adoption of an internationalisation strategy is an opportunity and a stimulus to innovation for SMEs; (3) cooperation with research centres, financial partners, trade association and public entities can help SMEs to overcome difficulties and help them to develop and offer innovative products and services, so to be competitive at an international level. The econometric analysis shows a positive impact of the variables ‘dimension’ and ‘level of internationalisation’ on innovation capabilities. In addition, cooperation with research centres and access to capital market are positively related with effective innovations.     

Multi-sided platforms in B2B contexts: The role of affiliation costs and interdependencies in adoption decisions

Multi-sided platforms, enabling interactions between different user sides, hold an important place in the contemporary economy. Current literature, focusing on established and successful platforms, has neglected to study B2B multi-sided platform adoption mechanisms. In this article, we analyze these mechanisms by investigating the case of dematerialization platforms for B2B transactions between the multiple actors involved in public works contracts. Various qualitative materials, including 28 semi-structured interviews, were gathered over a thirty-month period. Adopting a business user perspective, this study contributes to the literature on multi-sided platforms in various ways. We show that platform adoption, in project-based B2B contexts, is mainly constrained by a high level of affiliation costs and the existence of tight-interdependencies between users' activities at project level. Thus, a consecutive adoption path would result in negative cross-group network externalities and undermine the platform's attractiveness. Conversely, a concurrent adoption path would activate positive network externalities and encourage platform adoption decisions.     

B2B SME management of antecedents to the application of social media

This paper elucidates how business-to-business (B2B) small and medium-sized enterprises (SMEs) can manage antecedents to the application of social media for potential contributions to their business. This in-depth qualitative research study was conducted at four plastic-producing SMEs from October 2013 to October 2014, with follow-up interviews in October 2015.The findings reveal two important antecedents to the application of social media that overcome the gap between acknowledging the usefulness of social media and its actual limited application in practical B2B contexts. First, open collaborative business model innovation is needed to apply social media in local business processes. Second, central and distributed leadership must be integrated to create ownership and responsibility across the SME organisation and beyond to customers and partners. These findings differ from the social media application stages and the gaps between them identified in the previous literature. The developed model makes a contribution to the B2B SME field and to academia by recognising the importance of integrating critical antecedents before social media application can enhance business in B2B SMEs. This understanding is beneficial for the B2B SMEs and for society.     

Determinants of social media adoption by B2B organizations

This study contributes to the current dearth of knowledge on the potential of social media as a marketing tool in industrial settings, by focusing on factors that determine social media adoption by B2B organizations. A conceptual model, which draws on the technology acceptance model and resource-based theory, is developed and tested using quantitative data from B2B organizations in the UK. Findings suggest that perceived usefulness of social media within B2B organizational contexts is determined by image, perceived ease of use and perceived barriers. Additionally, the results show that adoption of social media is significantly affected by organizational innovativeness and perceived usefulness. The moderating role of organizational innovativeness is also tested but no support is found. The findings of the study are further validated via nine qualitative interviews with B2B senior managers, yielding additional interesting and in-depth insights into the drivers of social media adoption by B2B organizations.     

Adoption and optimal configuration of smart products: The role of firm internationalization and offer hybridization

Drawing on the digital organization of production leading to Smart Systems, this article analyzes the factors influencing the adoption of product analytic capabilities as well as the optimal smart product capability configuration. In this way, the interplay between smart products, firm internationalization, offer hybridization, and firm performance is examined. By using a unique sample of Spanish industrial SMEs, this study differentiates from previous ones that have mainly used case studies to analyze product smartness. The quantitative analysis yields three contributions. First, it provides rare evidence that the adoption of basic analytic capabilities, i.e. monitoring capabilities, is a relatively frequent activity (about 35%), whereas the adoption of fully analytic capabilities, i.e. autonomous capabilities, is much less usual (less than 10%). Second, through binary choice models the study shows direct and mutually reinforcing positive effects of offer hybridization (combined product-service offer) and firm internationalization (foreign production and sales) on the adoption of monitoring capabilities. Third, through the use of a fuzzy-set qualitative comparative analysis (fsQCA) it is demonstrated that monitoring capabilities are necessary and sufficient conditions to obtain superior firm performance. By exploring different sub-samples, other optimal configurations are identified. For instance, fully internationalized firms achieve superior performance by implementing autonomous capabilities.     

The theory and practice of workload control: A research agenda and implementation strategy

The Workload Control (WLC) concept is one of few Production Planning and Control (PPC) solutions appropriate for Make-To-Order (MTO) companies yet its successful implementation is an enduring challenge. Most implementations reported are in large organisations yet it has been argued that WLC is particularly suitable for Small and Medium sized Enterprises (SMEs) with limited financial resources. Moreover, previous studies do not adequately describe the process through which implementation success was achieved. In this paper, data collected through semi-structured face-to-face interviews with key personnel from 41 companies is presented in order to build up a body of evidence on the characteristics of MTO SMEs that affect WLC implementation. The data paints a complex picture of MTO production and suggests that research is likely to be required to move theory closer to practice and organisational change to move practice closer to theory. The former is recommended where processes perform well or appear difficult to change; the latter is recommended where fundamental WLC principles are involved. Two outputs emerge from the study: (1) a research agenda for refining the WLC concept to improve alignment between theory and practice, covering the customer enquiry, order entry, design and engineering and order release stages; and (2) an implementation strategy, including elements of organisational change and covering pre-implementation, implementation and post-implementation stages. The characteristics of MTO SMEs identified should be used in future research to develop more realistic simulations for testing conceptual refinements while field research should apply and extend the implementation strategy presented in order to develop a more detailed roadmap for successful WLC implementation in practice.     

Usage, barriers and measurement of social media marketing: An exploratory investigation of small and medium B2B brands

Previous research has established the benefits of branding for business-to-business (B2B) organizations. Various tools can be used to support B2B brands, including the internet and other interactive technologies. Yet research on how organizations use Social Networking Sites (SNS) to achieve brand objectives remains limited. This study addresses the gap by focusing on B2B SMEs and their social networking practices, particularly, usage, perceived barriers, and the measurement of effectiveness of SNS as a marketing tool. Findings from a mail survey show that over a quarter of B2B SMEs in the UK are currently using SNS to achieve brand objectives, the most popular of which is to attract new customers. On the other hand, the most significant barrier is the lack of perceived relevance for particular sectors. Notably, the overwhelming majority of users do not adopt any metrics to assess SNS effectiveness. Almost half of the sample of SMEs that currently use SNS have indicated their intention to increase their marketing spending on this channel, highlighting the growing importance of SNS in a B2B context.     

One of many roads to industry 4.0? Technology,policy, organisational adaptation and worker experience in ‘Third Italy’ SMEs

Industry 4.0 (I4.0) is a technological framework and policy programme that emerged in Germany in the 2010s, promising to revitalise manufacturing and revalue work by means of intelligent productive systems. The paradigm's cross-national diffusion raises questions about its context-dependent adaptation. This article focuses on the Italian I4.0 programme and its implementation among medium-sized manufacturing companies in the country's Veneto region. It analyses Italian policy and company strategies through the perceptions and experiences of managers, unionists and workers. The research highlights how a system dominated by small and medium enterprises (SMEs)—one with limited technological investment and without a coordinated system of industrial relations—reshaped the I4.0 policy goals, technological developments and work outcomes. The results show how the features of the productive context are associated with a far less ambitious I4.0 plan, the limited and selective adoption of technology at the level of firms, and modest top-down organisational changes that do not fulfil the promises of the project.     

The impact of market freedom on the adoption of third-party electronic marketplaces: A fuzzy AHP analysis

Electronic-marketplace (EM) is an innovative model for interfirm transactions that are undertaken via the Internet. However, in view of higher investment costs and other associated risks, many small and medium-sized enterprises (SMEs), instead of establishing their own EMs, turn to adopt third-party-hosted EMs. In literature, most relevant studies to the adoption of the third-party-hosted EM were conducted on the research contexts of free market. Industries under the protection of government policies may have limited degree of market freedom, different from industries without these protection policies. Thus, this study intends to compare the decision choice of EM adoption between industries with various degree of market freedom. The decision choice of EM adoption consisted of many strategic factors that were constructed in terms of a three-layer hierarchical structure proposed in this paper. A fuzzy analytic hierarchical process (Fuzzy AHP) was utilized to estimate the relative importance of these individual strategic factors involved in the decision-making process of adopting third-party EMs. The research findings indicated there were some similarities and differences in the decision choice between the two industries of interest. The variety of market freedom can account for the differences in the decision choice of EM adoption. In addition to enhancing our understanding of the EM adoption decision of participative companies, the research findings also provide insightful information to third-party EM providers so that they may improve the effectiveness and efficiency of resource allocation.     

ICT adoption,innovation, and SMEs’ access to finance

This study examines the association between ICT adoption, innovation, and SMEs' access to finance by exploiting the World Bank Enterprise Survey (WBES) data of 171,000 SMEs from 149 countries between 2006 and 2020. We decompose SMEs' access to finance into two components, i.e., basic and advanced access to finance. Basic access to finance is captured from two indicators; namely, the firm's bank account and line of credit from a financial institution, while advanced access is captured by whether the firm's investments and working capital is financed by the bank. Consistent with the information asymmetry hypothesis, our findings confirm that ICT adoption reduces information asymmetry between SMEs and banks. Therefore, banks are more likely to grant credit and to finance projects and the working capital needs of innovative SMEs. Moreover, this study complements the argument of resource-based theory (RBT) and suggests that innovation can provide a competitive advantage with regard to a firm's access to credit. These results imply that SMEs with greater access to and use of new technologies are more likely to acquire financial resources from banks. The results hold to various robustness checks and identification strategies. Our findings provide important policy implications for SMEs around the globe.     

How institutional pressures and systems characteristics shape customer acceptance of smart product-service systems

This research examines how institutional pressures (mimetic, normative, and coercive), which provide shared expectations of and norms for legitimate behavior, and system characteristics influence business-to-business (B2B) customer acceptance of smart product-service systems (PSSs). This is important because many B2B customers are still reluctant to adopt smart PSSs. Drawing from a cross-industry survey with 160 managers of B2B firms and controlling for other major adoption drivers (e.g., privacy risk, organizational innovativeness), we find a non-linear effect of normative pressure on customers' intention to adopt smart PSSs. Furthermore, normative pressure particularly increases adoption intentions when customers perceive a high relative advantage from smart PSSs. Mimetic pressure positively affects adoption of customer input-oriented PSSs, whereas this effect is highly non-linear (U-shaped) for customer output-oriented PSSs. We extend adoption literature by analyzing non-linear effects of institutional pressures as well as its context dependence. From a managerial perspective, these findings show how suppliers can adapt their sales and communication efforts to effectively market smart PSSs.     

Opportunity recognition and SME performance: the mediating effect of business model innovation

Opportunity recognition is vital for small and medium-sized enterprises (SMEs), but SMEs face challenges in capturing recognized opportunities. Given that opportunity recognition does not automatically lead to higher SME performance and that SMEs need to take appropriate actions to exploit recognized opportunities to achieve better performance, it is imperative to explore the mediators that enable SMEs to translate opportunity recognition into higher performance. This study proposes that business model innovation may be a key conduit through which opportunity recognition affects SME performance. Based on a dataset of 155 SMEs, we find that the positive relationship between opportunity recognition and SME performance is mediated by business model innovation. These findings not only aid SMEs in accomplishing the performance effect of opportunity recognition, but also provide some insights into the implications of business model innovation.