Provider and relational determinants of customer solution performance |
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| Institution: | 1. Collat School of Business, Room 206A BEC, University of Alabama at Birmingham, Birmingham, AL 35294, USA;2. Collat School of Business, Room 208B BEC, University of Alabama at Birmingham, Birmingham, AL 35294, USA;3. Department of Marketing, Tat Chee Ave, City University of Hong Kong, Kowloon Tong, Hong Kong;1. EM Normandie, 30 rue de Richelieu, 76600 Le Havre, France;2. Budapest University of Technology and Economics, Faculty of Economic and Social Sciences, Institute of Business Sciences, Department of Management and Corporate Economics, Magyar tudósok körútja 2. Building Q B 304, H-1117 Budapest, Hungary;3. Corvinus University of Budapest, F?vám tér 8, 1093 Budapest, Hungary;4. Budapest University of Technology and Economics, Department of Management and Corporate Economics, Magyar tudósok körútja 2. Bldg. Q. Wing B, Floor 3. Room 307, H-117 Budapest, Hungary;1. University of Southern Denmark, Department of Marketing & Management, Campusvej 55, DK-5230 Odense, Denmark;2. University of Vaasa, Faculty of Business Studies, Management, P.O. Box 700, FIN-65101 Vaasa, Finland;3. Uppsala University, Department of Business Studies, P.O. Box 513, SE-751 20 Uppsala, Sweden;1. East Carolina University, College of Business, 3102 Harold H. Bate Building, Greenville, NC 27858-4353, USA;2. University of Kentucky, 425N Gatton College of Business and Economics, Lexington, KY 40506-0034, USA;1. Centro Universitário da FEI, Management Department, Rua Tamandaré, 688 — Liberdade, São Paulo 01525-000, Brazil;2. Lancaster University, Lancaster University Management School, Management Science Department, Bailrigg, Lancaster, Lancashire LA1 4YX, United Kingdom;1. Department of Strategy and Marketing, University of Sussex Business School, UK;2. Marketing Department, HEC Montréal, Montréal, Canada |
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| Abstract: | 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. |
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