Judith Zolkiewski

Exploring service adaptation in a business-to-business context

Purpose – The purpose of this paper is to investigate service adaptation in a business-to-business context and explores the characteristics of service adaptation and how it takes place in business-to-business markets. Design/methodology/approach – Two case studies were employed to obtain both suppliers’ and customers’ perceptions of service adaptation in a business-to-business context. Findings – The findings captured both suppliers’ and customers’ adaptation in a business-to-business service context. It revealed customers’ active adaptation in assisting suppliers in the business-to-business service process. Suppliers’ willingness to make adaptation appears to have an impact on their relationships with customers. Business-to-business service adaptation is a dynamic and interactive process. Research limitations/implications – The findings shed light for practitioners not to neglect customers’ active participation, but to understand customers’ role in making adaptation with suppliers in the service process ...

Customer portfolios – challenges of internal and external alignment

Purpose The purpose of this paper is to extend the discussion about customer portfolios beyond simple identification of models and how they can be used for balanced resource allocation to a discussion about how portfolios should take into account views from relationship partners and how they should be aligned in internal as well as a relational context. Design/methodology/approach The portfolio literature is reviewed (most recent, seminal, IMP related) and considered in the context of both the sales organization and the customers involved in the portfolio. A conceptual framework is introduced that helps improve the understanding of how customer portfolio models can actually be applied from a relational perspective. Findings The key aspects of the conceptual framework relate to how alignment of the relationships in the portfolio is achieved. Critical to this are the interaction spaces that facilitate communication relating to alignment and provide the context for the legitimacy of these actions to be discussed. Research limitations/implications This framework needs to be empirically explored. Practical implications Understanding of alignment and misalignment processes in customer portfolios gives managers a tool to help to cope with the dynamic aspects of the customer portfolio. Recognition of the importance of communication to the process, the development of trust and the role of legitimacy also provides areas that managers can focus upon in their relationship management processes. Originality/value This conceptualization moves the consideration of relationship/customer portfolios beyond simply that of a resource allocation tool into a process that facilitates the use of the portfolio in relational processes and thus aids their understanding of how portfolios can be usefully applied.

Favour and opportunity: renqing in Chinese business relationships

Purpose – The purpose of this paper is to explore the impact and effect of renqing in Chinese business relationships. The research focused on a multinational organisation that is based in China. Design/methodology/approach – As the research was exploratory, a qualitative approach was adopted. The researcher was based in the organisation for a six-month period, and interviews were undertaken with purchasing managers. Findings – The findings show that the Chinese concept of renqing comprises favours and opportunities. Research limitations implications – The research is exploratory and further research is required to confirm the wider applicability of the findings. Practical implications – The findings illustrate the importance of understanding the use of both favours and opportunities in business relationship in China. The findings also indicate the importance of being sensitive to cultural factors in business relationships. Originality/value – This exploratory research indicates that previous conceptualisa...

Exploration of capability and role development in an emerging technology network

Purpose The purpose of this study is to investigate the capabilities and roles of three types of actors, specifically technology-based start-ups, incumbent firms and intermediaries, in co-constructing a network for development and commercialization of an emerging technology. In particular, the research aims to understand how the roles played by network actors evolve during the development and commercialization process and what operational and dynamic capabilities are developed by actors through collaboration. Design/methodology/approach A single longitudinal case study methodology was applied to analyse roles and operational and dynamic capabilities developed in a network setting by multiple parties over time. Findings The findings indicate that actors need to take on new roles to be successful when dealing with an emerging technology in a network context and they need to develop certain dynamic capabilities to enact these roles. The study categorizes roles and capabilities of network actors through various stages of collaboration. Actors developed sensing capabilities in the pre-collaboration stage which drove joint new product development. During the collaboration, seizing capabilities were developed where resource commitment and alignment of resources among actors were essential. Capabilities gained through commercialization and large-scale production were predominantly transforming capabilities where actors realigned their structure and had positive impact on capability development in the wider network. Research limitations/implications Using data of a single case data may limit the applicability of the findings, which calls for future research. Practical implications The findings inform managers’’ and policymakers’ strategies related to participation in networks for development and commercialization of emerging technologies. The research provides insights about the role of large and small firms as well as intermediary organizations in development of nanotechnology and highlights that all network actors need to develop and utilize dynamic capabilities in all areas of sensing, seizing and transforming over time to be able to innovate and successfully commercialize a new product. Originality/value The research investigates evolution of operational and dynamic capabilities and roles of multiple actors over time in collaborative networks for development and commercialization of an emerging technology. Building on the dynamic capabilities concept, the study broadens our understanding of the evolution of these capabilities in a network setting and elaborates how capability development is linked to changes in roles.

The role of relationships and networks in radical innovation special issue editorial

Purpose This provides an introduction to the special issue on The Tole of Relationships and Networks in Radical Innovation Design/methodology/approach n/a Findings n/a Research limitations/implications n/a Practical implications n/a Originality/value n/a