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Do professional service firms benefit from customer and supplier collaborations in competitive, turbulent environments?
Citation
Heirati, N and O'Cass, A and Schoefer, K and Siahtiri, V, Do professional service firms benefit from customer and supplier collaborations in competitive, turbulent environments?, Industrial Marketing Management, 55 pp. 50-58. ISSN 0019-8501 (2016) [Refereed Article]
Copyright Statement
Crown Copyright 2016 Elsevier Inc.
DOI: doi:10.1016/j.indmarman.2016.02.011
Abstract
Although recent research on business-to-business professional service firms (PSFs) emphasizes the role and consequences of collaboration with business partners, we know little regarding the conditions under which bright-side benefits of PSF interfirm collaboration turn into dark-side drawbacks. Our study shows that customer and supplier collaborations have both bright and dark sides, and their benefits with respect to helping a PSF to drive service performance are contingent on the levels of the environmental competition and turbulence. In particular, we show that increasing levels of competitive intensity and environmental turbulence encountered by a PSF can diminish the capacity of customer and supplier collaborations to drive service performance. When the level of competitive intensity increases, the benefits of customer collaboration become more positive; however, the dark-side of supplier collaboration becomes more pronounced, which negatively influences service performance. When the level of environmental turbulence increases, the dark-side of customer and supplier collaborations becomes more critical and the benefits derived from interfirm collaboration to promote service performance can be lost.
Item Details
Item Type: | Refereed Article |
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Keywords: | Professional service firms; Customer collaboration; Supplier collaboration; Service performance; Competitive intensity; Environmental turbulence; Partial least squares |
Research Division: | Commerce, Management, Tourism and Services |
Research Group: | Marketing |
Research Field: | Marketing management (incl. strategy and customer relations) |
Objective Division: | Economic Framework |
Objective Group: | Management and productivity |
Objective Field: | Marketing |
UTAS Author: | O'Cass, A (Professor Aron O'Cass) |
UTAS Author: | Siahtiri, V (Ms Vida Siahtiri) |
ID Code: | 107285 |
Year Published: | 2016 |
Web of Science® Times Cited: | 54 |
Deposited By: | TSBE |
Deposited On: | 2016-03-09 |
Last Modified: | 2018-03-14 |
Downloads: | 0 |
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