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Journal articles on the topic 'B2B Customer'

Author: Grafiati

Published: 5 June 2025

Last updated: 2 August 2025

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1

Zhang, Jing, and Mingfei Du. "Utilization and effectiveness of social media message strategy: how B2B brands differ from B2C brands." Journal of Business & Industrial Marketing 35, no. 4 (2020): 721–40. http://dx.doi.org/10.1108/jbim-06-2018-0190.

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Purpose This study aims to investigate how business-to-business (B2B) companies use message strategies on social media platform and how these strategies are effective in improving customer perceived value and encouraging customer engagement, as well as how B2B companies differ from business-to-customer (B2C) counterparts in terms of utilization and effectiveness of social media message strategy. Design/methodology/approach Based on content analysis of Sina Weibo brand pages and survey of website visitors, this paper examines the differences of social media message strategies and their impacts

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Gligor, David, Siddik Bozkurt, Ismail Gölgeci, and Michael J. Maloni. "Does supply chain agility create customer value and satisfaction for loyal B2B business and B2C end-customers?" International Journal of Physical Distribution & Logistics Management 50, no. 7/8 (2020): 721–43. http://dx.doi.org/10.1108/ijpdlm-01-2020-0004.

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PurposeDespite the recent wealth of supply chain agility literature, scholars have yet to thoroughly examine its impacts on the customer experience. To address this gap, we assess the effects of supply chain agility on customer value and customer satisfaction, including the moderating role of customer loyalty, from the perspectives of both business customers (B2B) and end-customers (B2C).Design/methodology/approachWe used multivariate regression analysis to evaluate direct, indirect and conditional effects across survey responses from 148 senior-level supply chain managers (buyers) (Study 1) a

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Prasetya, Muhammad Azka, Anita Maharani, and Shine Pintor Siolemba Patiro. "Customer Loyalty in the case of Business-to-Business Company: Will Marketing Mix Still Work?" Ilomata International Journal of Management 5, no. 2 (2024): 389–400. http://dx.doi.org/10.61194/ijjm.v5i2.1118.

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Through this research, researchers highlighted the role of the marketing mix in influencing customer loyalty in business-to-business (B2B) companies. Researchers also highlighted the role of purchase decisions as a mediator between marketing mix and customer loyalty. From the conceptual perspective, marketing mix is generally considered more appropriate for B2C type companies, however, a number of studies show that marketing mix can also be applied as a marketing strategy for B2B but in a more complex context. In terms of methodology, this research approach is quantitative, and uses Partial Le

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GRANADOS, JUAN C., LEONOR M. PÉREZ, José A. Pedraza-Rodríguez, and Martina G. Gallarza. "Revisiting the quality-value-satisfaction-loyalty chain for corporate customers in the travel agency sector." European Journal of Tourism Research 27 (March 1, 2021): 2711. http://dx.doi.org/10.54055/ejtr.v27i.1921.

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Most traditional travel agencies offer their services to corporate clients, although literature focuses on end customers. This paper addresses this research gap, but also aims at bridging the gap between B2C and B2B literature. Specifically, the authors revisit the Quality-Value-Satisfaction-Loyalty chain, a well-established postulate from the B2C literature in tourism, but adding Trust and Commitment as mediating variables between Satisfaction and Loyalty to adapt the chain to the B2B context. Using PLS-SEM, the analysis of data confirmed the Service Quality - Customer Value - Customer Satisf

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Zolkiewski, Judy, Victoria Story, Jamie Burton, et al. "Strategic B2B customer experience management: the importance of outcomes-based measures." Journal of Services Marketing 31, no. 2 (2017): 172–84. http://dx.doi.org/10.1108/jsm-10-2016-0350.

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Purpose The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2B service interactions and discusses the value of outcomes-based measurement. Design/methodology/approach This is a theoretical paper that reviews extant literature related to B2B customer experience and asks fresh questions regarding B2B customer experience at a more strategic network level. Findings

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SEVERESIA, Claudia, Prio UTOMO, and Friska NATALIA. "INVESTIGATING FACTORS INFLUENCING REPURCHASE INTENTION: CASE STUDY IN BEVERAGE MANUFACTURING INDUSTRY." BUSINESS EXCELLENCE AND MANAGEMENT 12, no. 1 (2022): 17–30. http://dx.doi.org/10.24818/beman/2022.12.1-02.

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The food and beverages industry is one of the most contributing sectors for Indonesian economic growth. It is a profitable business to invest in, due to the development of the Indonesian population. However, the competition in the market is inevitable; thus, companies need to generate strategies of differentiation to retain the customers. One crucial thing in maintaining customer loyalty is to have good management in customer experience. Customer experience was mainly discussed in the Business to Customer (B2C) sector but limitedly explored in the Business to Business (B2B) sector. Customer sa

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Ghazaryan, Satenik, Pavel Domnin, Askar Kinzhigaliev, and Tatyana Sokolova. "CURRENT APPROACH TO CUSTOMER BASE SEGMENTATION FOR DIGITAL B2C AND B2B COMPANIES." Modern economic research 954, no. 3 (62) (2024): 174–79. https://doi.org/10.5281/zenodo.13683358.

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This paper investigates the application of digital technologies in e-commerce for addressing customer base segmentation challenges in B2B and B2C communication channels. The article emphasizes that customer segmentation is a fundamental task in e-commerce, whose solution optimizes customer interaction and improves marketing and sales efficiency. It describes the conceptual differences between B2B and B2C customer segments, identifies key segmentation criteria, and explores the technologies utilized in this process. The paper defines a conceptual algorithm for customer base segmentation, which

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Barrutia, Jose M., Alexander Velez, and Carmen Echebarria. "Openness and front end of innovation: does customer type matter?" Journal of Business & Industrial Marketing 34, no. 3 (2019): 536–49. http://dx.doi.org/10.1108/jbim-06-2017-0134.

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PurposeThis paper aims to study the moderating effect of customer type (business customers versus private customers) on the link between two forms of openness (cross-industry networks and customer integration) and two front-end innovation outcomes (a creative idea and a product definition), in the context of radical innovations.Design/methodology/approachAn agreement was established with the Statistical Office of the Basque Government. This agreement enabled us to access a reliable list of innovative companies in the region that constituted our sample frame. Questionnaires were collected by ph

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Mahapatra, Sabita, ATP Ramani, and Avinash D. Kulkarni. "Must have or nice to have." Journal of Business & Industrial Marketing 34, no. 1 (2019): 39–48. http://dx.doi.org/10.1108/jbim-09-2017-0209.

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PurposeThis paper aims to provide an opportunity to study organization buying behavior, specifically buying and selling in the B2B context. The case demonstrates the need to understand the expectations of the buyer’s decision-making unit and the challenges involved in acquiring and retaining customers based on the articulated value proposition of the product. The case also provides an opportunity to explore the critical issues related to an organization’s buying process, while emphasizing on the importance of customer relationship management and the challenges involved in sales conversion.Desi

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Kumar, Kishan. "Unlocking Tomorrow’s Landscape: How AI Will Reshape Customer Journeys (B2B & B2C)." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 05 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem33741.

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Businesses must ask themselves this question as we approach a revolutionary era: how will artificial intelligence (AI) change the B2B and B2C customer journey landscapes? This capstone study explores and covers the journey of artificial intelligence (AI), it’s impact on the business, the new opportunities along with challenges and the future predictions following the literature reviews, case studies, and expert insights. The research unveils a wide variety of possibilities waiting to be unlocked. This research focuses on the transformative potential of artificial intelligence (AI) for business

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Dotzel, Thomas, and Venkatesh Shankar. "The Relative Effects of Business-to-Business (vs. Business-to-Consumer) Service Innovations on Firm Value and Firm Risk: An Empirical Analysis." Journal of Marketing 83, no. 5 (2019): 133–52. http://dx.doi.org/10.1177/0022242919847221.

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Many firms introduce both business-to-business service innovations (B2B-SIs) and business-to-consumer service innovations (B2C-SIs) and need to better allocate their resources. However, they are unsure about B2B-SIs’ effects on firm value or risk, especially relative to those of B2C-SIs. The authors address this problem by developing hypotheses that relate the number of B2B-SIs and B2C-SIs to firm value and firm risk together with the moderators (the number of product innovations and customer-focus innovations). To test the hypotheses, the authors develop and estimate a model using unique pane

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Eskiyerli, Devrim, and Gunnar Schmid. "B2B Customer Value Co-Creation for Sustainable Machinery in the Food Processing Industry - A Case Study from The Netherlands." International Journal of Applied Research in Business and Management 5, no. 1 (2024): 12–41. http://dx.doi.org/10.51137/ijarbm.2024.5.1.2.

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This study examines customer-centric vision and sustainable value co-creation in the B2B machine manufacturing industry. It uses a generative approach to explore B2B customer expectations, focusing on co-conception and co-design. Our research aims to integrate customer-centric benefits with sustainability goals through sustainable business models and boundary work theory. In our paper, we examine a growing circular firm in the food processing machinery sector in The Netherlands. Our study is guided by the main research question, "What actions do B2B customers expect for enhanced machinery sust

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Dukare, Gangadhar D., Dr Pushpraj R. .Wagh, and Nirvighna H. Shivabhakt. "The Role of Logistics in B2b Business with Customer Satisfaction with Feedback Approach of Vendors." INTERNATIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 07 (2025): 1–9. https://doi.org/10.55041/ijsrem51358.

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This study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold to investigate how business customers perceive the LSQ dimensions in business-to-business (B2B) relationships, with a particular focus on the role of logistics service providers and to analyse the manner in which such dimensions, when combined, lead to high levels of customer satisfaction. Logistics plays a critical role in B2B businesses as it involves the management of the movement of goods and services from the supplier to the customer. The effectiveness and eff

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Oteri, Omoezime Janet, Ekene Cynthia Onukwulu, Abbey Ngochindo Igwe, Chikezie Paul Mikki Ewim, Augustine Ifeanyi Ibeh, and Adedamola Sobowale. "Custom Pricing Strategies for B2B and B2C Solutions: Balancing Profitability and Customer Satisfaction." International Journal of Social Science Exceptional Research 3, no. 1 (2024): 126–37. https://doi.org/10.54660/ijsser.2024.3.1.126-137.

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Custom pricing strategies play a pivotal role in driving profitability and customer satisfaction in both B2B and B2C markets. These strategies involve tailoring prices to specific customer segments, purchasing behaviors, and market dynamics. In the B2B context, pricing is often influenced by long-term relationships, bulk purchasing, and value-driven negotiations, while B2C pricing focuses on competitive positioning, consumer psychology, and real-time demand fluctuations. Striking the right balance between maximizing profit margins and maintaining customer loyalty requires leveraging data analy

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Cho, Gyungah, Pyoung-seop Shim, and Jaekwang Kim. "Explainable B2B Recommender System for Potential Customer Prediction Using KGAT." Electronics 12, no. 17 (2023): 3536. http://dx.doi.org/10.3390/electronics12173536.

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The adoption of recommender systems in business-to-business (B2B) can make the management of companies more efficient. Although the importance of recommendation is increasing with the expansion of B2B e-commerce, not enough studies on B2B recommendations have been conducted. Due to several differences between B2B and business-to-consumer (B2C), the B2B recommender system should be defined differently. This paper presents a new perspective on the explainable B2B recommender system using the knowledge graph attention network for recommendation (KGAT). Unlike traditional recommendation systems th

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Andersson, Svante, Ulf Aagerup, Lisa Svensson, and Sanna Eriksson. "Challenges and opportunities in the digitalization of the B2B customer journey." Journal of Business & Industrial Marketing 39, no. 13 (2024): 160–74. http://dx.doi.org/10.1108/jbim-12-2023-0714.

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Purpose This study aims to explore challenges and opportunities in the digitalization of the business-to-business (B2B) customer journey in different buying situations. It also investigates where in the customer journey digital marketing is most efficient. Design/methodology/approach This research adopts a single case study approach to examine a B2B company that implemented digitalization in its customer journey in different buying situations. Data were collected through semistructured interviews, complemented by internal documents and information from the company’s website and social media, t

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Pandey, Santosh Kumar, and Amit Mookerjee. "Assessing the role of emotions in B2B decision making: an exploratory study." Journal of Indian Business Research 10, no. 2 (2018): 170–92. http://dx.doi.org/10.1108/jibr-10-2017-0171.

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Purpose Emotions in business-to-business (B2B) interactions are relatively unexplored when compared with business-to customer (B2C) industry wherein sufficient evidence implicating the role of emotions in decision-making is available. This study aims to explore the role of emotions in B2B decision-making, and a customer experience model is suggested for the B2B industry. Design/methodology/approach The qualitative research methodology using structured and semi-structured interviews along with a repertory grid technique was followed during the study. Purposive sampling was done to identify resp

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Iqbal, Asif, Muhammad Amin Hasan, Syed Farrukh Bukhari, and Muhammad Sufyan Ramish. "Determinants of Customer Satisfaction: The Moderating Role of Switching Cost towards Customer Loyalty in B2B Packaged Food Retail Setting." Journal of Education and Social Studies 4, no. 1 (2023): 1–15. http://dx.doi.org/10.52223/jess.20234101.

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Loyal customers are committed to repeat patronage, making business referrals, and providing publicity for the business. However, rising customer expectations and price consciousness, advancement of technology, lack of product differentiation, and consumer choices have posted more challenges for customer retention. This paper examines the determinants of customer satisfaction in a business-to-business (B2B) packaged food retail setting, with a particular focus on the moderating role of switching cost towards customer loyalty. Using a survey-based approach, data was collected from 382 respondent

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Askariazad, Mohammad Hossein, and Nazila Babakhani. "An application of European Customer Satisfaction Index (ECSI) in business to business (B2B) context." Journal of Business & Industrial Marketing 30, no. 1 (2015): 17–31. http://dx.doi.org/10.1108/jbim-07-2011-0093.

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Purpose – This paper aims to examine the most important antecedents of customer loyalty in business-to-business (B2B) context using European Customer Satisfaction Index (ECSI) model. Design/methodology/approach – A questionnaire is designed consisting of measures of customer loyalty gathered mainly from previous related studies. A survey of business customers in construction and mining equipment industry in Iran is conducted, and a total of 90 responses are obtained. The collected data are analyzed according to the structural equation modeling technique using partial least square path modeling

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Djurakulovich, Safarov Bakhtior. "STRATEGIES AND DIFFERENCES IN B2B AND B2C MARKETING." International Journal Of Management And Economics Fundamental 03, no. 05 (2023): 49–57. http://dx.doi.org/10.37547/ijmef/volume03issue05-07.

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The article classifies B2B and B2C markets and performs their comparative analysis. The target audience of the B2B and B2C market, the specific characteristics of the sale of goods, transactions, distribution channels, customer behavior and their actions in these markets are classified and their distinctive features are studied.

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I, Gede Bingin Mustika, Gusti Ayu Wimba I, and Yudy Wijaya Putu. "Antecedents of Plaga Farm Customer Loyalty." Journal of Economics, Finance And Management Studies 5, no. 08 (2022): 2276–85. https://doi.org/10.5281/zenodo.6984331.

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The concept of business to business (B2B) is a very profitable business that is often called long-term orientation. For companies that run businesses with a B2B model, creating a loyal customer base is not only about retaining customers but also maintaining relationships with business customers to drive future purchases. This is because B2B models have different characteristics where there tend to be fewer customers. So, the importance of retaining customers and creating customer loyalty for long-term interests. The purpose of this study was to analyze Plaga Farm's customer loyalty anteced

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Alfa, Sonny, and Cokki Cokki. "Dimensi online customer experience (OCE) pada website dalam kaitannya dengan intensi membeli pada hubungan bisnis B2B." Jurnal Manajemen Bisnis dan Kewirausahaan 7, no. 5 (2023): 995–1009. http://dx.doi.org/10.24912/jmbk.v7i5.26501.

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This research was conducted to analyze online customer experience (OCE) whether information quality, website credibility, customer support, and web personalization affect client buying intentions and customer trust in the context of B2B relationships and carry out a comparative analysis of 3 websites that are the object of research in the human resources industry (company A, B, and C). The study used 77 respondents from various corporations operating in Jakarta who were selected by simple random technique and then analyzed using PLS-SEM ANOVA and Duncan analysis for website comparison analysis

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Koldyshev, Maxim. "INDUSTRIAL (B2B) MARKETING OF GLASS COMPANIES: MOBILE APPLICATIONS AS A SALES PROMOTION TOOL." Three Seas Economic Journal 1, no. 3 (2020): 46–52. http://dx.doi.org/10.30525/2661-5150/2020-3-8.

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The purpose of the paper is a qualitative analysis of mobile applications as a sales promotion tool in industrial (B2B) marketing of glass companies. Industrial marketing of the glass industry is poorly studied in terms of digital technology development and integration as well as mobile applications as tools for digital marketing communications. B2B companies’ digitalization is at the initial stage. Methodology. This research builds on the concepts of digital B2B marketing, the digitization capability of B2B companies, customer relationship building, and customer focus. The research methodolog

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Raišienė, Agota Giedrė, and Simonas Juozapas Raišys. "Business Customer Satisfaction with B2B Consulting Services: AHP-Based Criteria for a New Perspective." Sustainability 14, no. 12 (2022): 7437. http://dx.doi.org/10.3390/su14127437.

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The paper aims to take a novel look to customer satisfaction with B2B service through the lens of customer perception of service quality criterions. By literature review, service quality models define sets of key factors, however, do not rank them by significance. Based on AHP analysis of expert interview results, we argue that the current models of service quality reflect business customer perceptions partially. This is a gap in B2B service quality knowledge that this study seeks to fill. The quality criterions play a role in building a positive balance between the customers’ expected and per

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Ananda, Dea Putri, and Siti Monalisa. "Segmentasi Pelanggan B2B dengan Model LRFM Menggunakan Algoritma Fuzzy C-Means pada Rotte Bakery." Jurnal Teknologi Informasi dan Ilmu Komputer 10, no. 5 (2023): 1139–48. http://dx.doi.org/10.25126/jtiik.20231056569.

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Pelanggan B2B (Business to Business) merupakan pelanggan yang membeli produk dari suatu perusahaan dengan tujuan menjualnya kembali kepada konsumen akhir. Oleh karena itu, pengelolaan pelanggan B2B dengan strategi yang baik dan tepat sangatlah penting. Setiap pelanggan memiliki karakteristik yang berbeda, termasuk perilaku pembelian, demografi, dan geografi. Oleh karena itu, segmentasi pelanggan perlu dilakukan untuk mengelompokkan pelanggan dengan karakteristik serupa. Dengan demikian, perusahaan dapat menerapkan strategi pemasaran yang lebih efektif dan sesuai dengan kebutuhan setiap segmen

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Ananda, Dea Putri, and Siti Monalisa. "Segmentasi Pelanggan B2B dengan Model LRFM Menggunakan Algoritma Fuzzy C-Means pada Rotte Bakery." Jurnal Teknologi Informasi dan Ilmu Komputer 10, no. 5 (2023): 1139–48. https://doi.org/10.25126/jtiik.2023106569.

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Pelanggan B2B (Business to Business) merupakan pelanggan yang membeli produk dari suatu perusahaan dengan tujuan menjualnya kembali kepada konsumen akhir. Oleh karena itu, pengelolaan pelanggan B2B dengan strategi yang baik dan tepat sangatlah penting. Setiap pelanggan memiliki karakteristik yang berbeda, termasuk perilaku pembelian, demografi, dan geografi. Oleh karena itu, segmentasi pelanggan perlu dilakukan untuk mengelompokkan pelanggan dengan karakteristik serupa. Dengan demikian, perusahaan dapat menerapkan strategi pemasaran yang lebih efektif dan sesuai dengan kebutuhan setiap segmen

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Hamadneh, Samer. "B2B Customer Solutions: How do suppliers provide support for the lack of customer readiness in the co-creation process?" International Journal of Management and Marketing Intelligence 1, no. 4 (2024): 8–21. https://doi.org/10.64251/ijmmi.59.

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Extant conceptualisation of business-to-business (B2B) customer solutions depicts that customer and the supplier as equal parties in their readiness and ability to co-create value in solutions activities. The study draws on the co-creation phases of B2B customer solutions to explore how suppliers provide support for better co-creation in low customer readiness markets [LCRMs]. This research adopts an interpretive perspective and conducts 44 in-depth interviews with customers and suppliers of technology-based solutions originated in the information and communications technology (ICT) sector in

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Oakley, Jared, and Alan J. Bush. "The role of suspicion in B2B customer entertainment." Journal of Business & Industrial Marketing 31, no. 5 (2016): 565–74. http://dx.doi.org/10.1108/jbim-06-2014-0122.

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Purpose The purpose of this paper is to conduct an exploratory study of potential business-to-business (B2B) customers that includes an empirical analysis that investigate the effect that customer entertainment has on customer suspicion toward the salesperson, and how those negative attitudes are influenced by the relationship stage and the perceived cost of the event. Design/methodology/approach Using an experimental design, data were collected from 105 potential customers working in a B2B environment that assessed their attitudes regarding offers of varying levels of customer entertainment a

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Zhang, Jing, and Mingfei Du. "The impact of B2B seller’s value appropriation upon customer relationship performance." Chinese Management Studies 12, no. 3 (2018): 524–46. http://dx.doi.org/10.1108/cms-09-2017-0253.

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Purpose Value appropriation and value creation are two sides of the same coin. How B2B seller’s value appropriation impacts customer relationship performance still remains an under-researched topic. This paper aims to probe into this question in the context of Chinese B2B markets. Design/methodology/approach This study identifies two kinds of value appropriation, namely, competitive and non-competitive and then examines their impacts upon customer relationship performance, as well as the moderating roles of distributive fairness and procedural fairness, based on questionnaire survey among 273

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Рубанова, М. И., and Ю. В. Подопригора. "FEATURES AND CAPABILITIES OF MARKETING IN THE B2B MARKET: VALUE-BASED APPROACH." Surgut State University Journal 12, no. 2 (2024): 53–61. http://dx.doi.org/10.35266/2949-3455-2024-2-6.

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The digital acceleration caused by the pandemic has increased the interest of companies worldwide in B2B. The study aims to examine the key aspects and features of B2B marketing, as well as the current prospects for its use. The article studies the marketing managers’ scientific works; considers elements of the B2B value pyramid and a marketing approach to meeting customer needs; analyzes B2B technologies for developing new marketing strategies and methods for selling goods and services. The novelty of the study lies in expanding the understanding of effective B2B marketing interactions throug

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Marín Díaz, Gabriel, José Javier Galán, and Ramón Alberto Carrasco. "XAI for Churn Prediction in B2B Models: A Use Case in an Enterprise Software Company." Mathematics 10, no. 20 (2022): 3896. http://dx.doi.org/10.3390/math10203896.

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The literature related to Artificial Intelligence (AI) models and customer churn prediction is extensive and rich in Business to Customer (B2C) environments; however, research in Business to Business (B2B) environments is not sufficiently addressed. Customer churn in the business environment and more so in a B2B context is critical, as the impact on turnover is generally greater than in B2C environments. On the other hand, the data used in the context of this paper point to the importance of the relationship between customer and brand through the Contact Center. Therefore, the recency, frequen

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Bommaraju, Raghu, Michael Ahearne, Ryan Krause, and Seshadri Tirunillai. "Does a Customer on the Board of Directors Affect Business-to-Business Firm Performance?" Journal of Marketing 83, no. 1 (2018): 8–23. http://dx.doi.org/10.1177/0022242918815894.

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The authors hypothesize that customer presence in the boardroom of business-to-business (B2B) firms brings customer orientation and customer knowledge to the board of directors and thereby enhances B2B firm performance. Using an objective measure of customer presence in the boardroom and a sample of 329 B2B firms over a nine-year period, the authors find support for this hypothesis. Moreover, relying on the resource-based view, they hypothesize that the performance benefit of customers in the boardroom is contingent on the value, rarity, inimitability, and organizational fit of customer resour

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Nusantara, Muhammad Dharma, and Ratlan Pardede. "Influence Social Media Marketing, Content Marketing And Event Marketing Towards Purchase Intention Mediated By Customer Engagement." Jurnal Indonesia Sosial Sains 4, no. 11 (2023): 1154–67. http://dx.doi.org/10.59141/jiss.v4i11.925.

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The Fast Moving Consumer Good (FMCG) industry, one of Indonesia's main industries which is closely related to the retail sector, and makes a significant contribution to the national economy, especially food and beverages, experienced an increase of 3.6% in the first quarter of 2022. Transformation of the e-commerce business model Currently, it is not only limited to the B2C (business-to-customer) e-commerce business model, but the B2B (business-to-business) e-commerce business model has spread in Indonesia, making it easier for retail businesses to meet their stock needs for goods for sale. In

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Awad, Ala Shakeeb, Ahmet Ertugan, and Ayshe Hyusein. "Mode of Collaboration between the Pharmaceutical Firms and Pharmacists: An Empirical Investigation of Social Media Marketing Activities." Sustainability 14, no. 20 (2022): 13624. http://dx.doi.org/10.3390/su142013624.

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This study aims to explain the antecedents of B2B customer satisfaction in the pharmaceutical industry of Jordan. The study mainly investigates the direct role of social media marketing on B2B pharmacy staff satisfaction through the lenses of the Kano model, value creation, and transaction efficiency. Purposive sampling was used to collect data from 573 pharmacy staff. Structural equation modelling and regression analysis were used to assess the constructed model’s validity. Results of the study show that the social media marketing construct had both direct and indirect impacts on B2B customer

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Zhang, Wanqiu, Shiyuan Shi, Yating Li, Linfeng Cheng, and Bao Li. "Evaluating B2C and B2B Entrepreneurial Opportunities Within the Chinese Ex-Pat Relocation Market." Advances in Economics, Management and Political Sciences 17, no. 1 (2023): 35–44. http://dx.doi.org/10.54254/2754-1169/17/20231054.

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The Chinese ex-pat relocation market is a huge and growing market with remaining problems that need to be solved. To help entrepreneurs get a better start in this golden market, this paper will disclose the best business model, B2B or B2C, that companies can choose to enter the market. Interviews, surveys, and competitive comparisons are used as methods to explore what service customers are eager for and what competitors in the market have done. After analyzing customer needs, the business model of competitors and differences between the B2B and B2C business models in the Chinese ex-pat reloca

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Russo, Ivan, Ilenia Confente, David M. Gligor, and Nicola Cobelli. "The combined effect of product returns experience and switching costs on B2B customer re-purchase intent." Journal of Business & Industrial Marketing 32, no. 5 (2017): 664–76. http://dx.doi.org/10.1108/jbim-06-2016-0129.

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Purpose This study investigated business-to-business (B2B) repeated purchase intent and its relationships with customer value and customer satisfaction. Additionally, it explored the link between willingness to purchase again, switching costs and product returns management. Modern customers are more likely to switch suppliers; however, previous research suggests that this behaviour can be attenuated by a robust returns management experience. The purpose of this study was to provide a revised model of B2B repeated purchase intent that integrates the concept of product returns management and swi

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Bhavana Mehta, Amrita Ranjan. "Customer Delight And Purchase Decision: A B2B Perspective." European Economic Letters (EEL) 15, no. 2 (2025): 4228–39. https://doi.org/10.52783/eel.v15i2.3264.

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As stated by Rust and Oliver, new customer acquisition for a business and maintaining the current customers is the prime task for all marketers & researchers (Rust & Oliver, 2000). In other words, the purchase decision of the customer becomes very important from the perspective of the marketer. Once the customer has purchased from a brand it becomes the company’s look out to maintain the customer satisfied and happy. A happy customer probably can buy the same brand again and again, thus being loyal to the brand. This all depends upon the happiness level of the customer and whether he/

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Zhang, Chu-Bing, and Yi-Na Li. "How social media usage influences B2B customer loyalty: roles of trust and purchase risk." Journal of Business & Industrial Marketing 34, no. 7 (2019): 1420–33. http://dx.doi.org/10.1108/jbim-07-2018-0211.

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Purpose In the digital era, business-to-business (B2B) salespersons are encouraged to communicate with buyers on social media platforms and shape customer loyalty. However, the effect of social media usage and its mechanism remain unexplored. The purpose of this paper is to investigate how salespersons’ social media usage influences B2B buyers’ trust beliefs and purchase risk, and therefore, customer loyalty. Design/methodology/approach The authors conduct an online-survey, use partial least squares structural equation modeling to analyze the data, and adopt SPSS PROCESS macro 2.13 to test med

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ÇALLI, Levent, and Sena KASIM. "Using Machine Learning Algorithms to Analyze Customer Churn in the Software as a Service (SaaS) Industry." Academic Platform Journal of Engineering and Smart Systems 10, no. 3 (2022): 115–23. http://dx.doi.org/10.21541/apjess.1139862.

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Companies must retain their customers and maintain long-term relationships in industries with intense competition. Customer churn analysis is defined in the literature as identifying customers who may leave a company to take appropriate marketing precautions. While customer churn research is prevalent in B2C (Business to Customer) business models such as the telecoms and retail sectors, customer churn analysis in B2B (business to business) models is a relatively emerging topic. In this regard, the study carried out a customer churn analysis by considering an ERP (enterprise resource planning)

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Gil-Saura, Irene, Gloria Berenguer-Contri, María-Eugenia Ruiz-Molina, Roberto Gil-Saura, and Israel-Javier Juma-Michilena. "Do ICT boost business-to-business satisfaction in times of uncertainty?" Journal of Business Economics and Management 26, no. 2 (2025): 378–99. https://doi.org/10.3846/jbem.2025.23361.

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Tourism is a highly sensitive industry concerned about the social and economic consequences of instability. In this sense, it is vital to understand how relationships develop and what factors lead to satisfaction among the stakeholders. Most research on tourism has focused on analysing B2C relationships, but B2B relationships have been considerably neglected. This paper aims to test whether theoretical relationships postulated in a B2C setting are transferable to the B2B environment. A novel model is postulated to explain the factors that lead to satisfaction among tourism businesses by consid

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McLean, Graeme J. "Investigating the online customer experience – a B2B perspective." Marketing Intelligence & Planning 35, no. 5 (2017): 657–72. http://dx.doi.org/10.1108/mip-12-2016-0222.

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Purpose This paper explores the online customer experience (OCE) within business-to-business (B2B) websites. The purpose of this paper is to understand the influence of website credibility and information quality on the OCE during search for information and services. In addition, this paper acknowledges the role of customer support within the offline environment and thus explores the potential role of online customer support during a customer’s online experience. Design/methodology/approach An online experiment was conducted with 195 participants along with an associated questionnaire for data

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Oskooei, Amirkia Rafiei, and Tahir Enes Adak. "B2B Customer Engagement Customer Behaviour Forecast Application." Orclever Proceedings of Research and Development 3, no. 1 (2023): 188–96. http://dx.doi.org/10.56038/oprd.v3i1.323.

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The paper presents the "Casper Customer Behavior Forecast Application" a creative project focused on the creation of an advanced decision support software system. The purpose of this system is to closely observe, fully analyze, and precisely predict the behaviors of Casper Business-to-Business (B2B) clients. Our research study implements an innovative methodology by focusing on the enhancement of client interactions through the utilization of RESTful services. Our objective is to reimagine the future of customer relationship management by analyzing and forecasting client behavior in the busine

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Zeynep Ata, U., and Aysegul Toker. "The effect of customer relationship management adoption in business‐to‐business markets." Journal of Business & Industrial Marketing 27, no. 6 (2012): 497–507. http://dx.doi.org/10.1108/08858621211251497.

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PurposeThe purpose of this study is to investigate the effects of customer relationship management (CRM) practices on customer satisfaction and firm performance in business‐to‐business (B2B) markets.Design/methodology/approachA model is developed and empirically tested through survey data obtained from 113 Turkish B2B companies.FindingsThe results indicate that CRM adoption has a significant positive effect on both customer satisfaction and organizational performance in B2B settings. CRM adoption is also found to affect organizational marketing performance significantly, but not financial perf

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Osarenkhoe, Aihie, Daniella Fjellström, Tove Gioeli, and Anna Backer-Meurke. "Conceptual Framework for Unlocking Customer Satisfaction Drivers in Digital Vendor-Managed Inventory Systems." Administrative Sciences 14, no. 8 (2024): 179. http://dx.doi.org/10.3390/admsci14080179.

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There are calls in the extant literature for further exploration into the factors influencing customer satisfaction in industrial vending solutions (IVS), a distinct vendor-managed inventory method. This study delves into these factors, identifying primary drivers of satisfaction, perceptions of service quality, and indicators of trust and commitment in B2B IVS. It examines how IVS execution impacts perceived service quality through in-depth semi-structured interviews with B2B customers, focusing on efficiency, user-friendliness, and timeliness as key satisfaction drivers. Trust in the custome

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Rodríguez, Rocío, Göran Svensson, Sergio Román, and Greg Wood. "Teleological sales and purchase approaches in complex business relationships – customers’ expectations before and perceptions after purchase." Journal of Business & Industrial Marketing 33, no. 4 (2018): 523–38. http://dx.doi.org/10.1108/jbim-11-2016-0262.

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Purpose The purpose of this study is to examine the actions and interactions that take place before and after purchase between a service provider (service seller) and its customers (service buyers) in complex business relationships. Specifically, it is to examine customers’ expectations of the service provider’s service offer before purchase and the same customers’ perceptions of the service solution offered after purchase in a business-to-business (B2B) context. Design/methodology/approach This study adopted a mixed methods design, which combined data generated through in-depth interviews (bo

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Keinänen, Hanna, and Olli Kuivalainen. "Antecedents of social media B2B use in industrial marketing context: customers’ view." Journal of Business & Industrial Marketing 30, no. 6 (2015): 711–22. http://dx.doi.org/10.1108/jbim-04-2013-0095.

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Purpose – The purpose of this study is to clarify business-to-business (B2B) customers’ behavior regarding their social media use for B2B purposes and the antecedents of this behavior in the industrial marketing setting. It explores the influence of corporate culture, colleagues’ support and personal and psychological factors on customer behavior toward social media business use. Design/methodology/approach – The authors conducted an online questionnaire survey among key customer accounts of an information technology service company (N = 82). Partial least squares (PLS) path modeling was utili

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Aakash, V. "A Comprehensive Analysis of B2B Marketing Strategies." A Comprehensive Analysis of B2B Marketing Strategies 10, no. 6 (2024): 285–86. https://doi.org/10.5281/zenodo.14294380.

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Business-to-business (B2B) marketing is an essential segment of modern commerce, where businesses market their products or services to other organizations rather than directly to individual consumers. B2B marketing strategies are nuanced and significantly differ from Business-to-Consumer (B2C) approaches. This research article aims to explore B2B marketing strategies, their unique characteristics, channels, challenges, and the metrics used to assess success. With a focus on digital transformation, relationship-building, and content creation, this study highlights the evolut

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Dao, Tuan Cong, Ying-Kai Liao, Grace Chen, Thi-Minh-Ngoc Luu, and Thi Mai Le. "The Influence of B2B Social Media Marketing and Relationship Marketing on Customer Relationship Management Effectiveness, WOM and Loyalty: A Mediator Analysis." International Review of Management and Marketing 15, no. 1 (2024): 71–81. https://doi.org/10.32479/irmm.17340.

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This research aims to investigate the relationships between Business to Business (B2B) social media marketing, customer relationship management effectiveness (CRME), word-of-mouth (WOM), and loyalty, while also examining the mediating role of relationship marketing. A total of 256 respondents were recruited from a machinery manufacturing company’s customer base, encompassing regions as Taiwan and other Asia countries to assess their perspectives on B2B marketing. The following results were derived: (1) B2B social media marketing significantly impacts customer relationship, further enhancing th

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Susanti, Vonny. "PENGARUH PERCEIVED BRAND QUALITY, PERCEIVED VALUE DAN SWITCHING COST TERHADAP CUSTOMER SATISFACTION DAN BRAND LOYALTY: STUDI PASAR INDUSTRI KIMIA DI INDONESIA." MIX: JURNAL ILMIAH MANAJEMEN 9, no. 2 (2019): 282. http://dx.doi.org/10.22441/mix.2019.v9i2.003.

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Studi tentang B2B branding relatif masih sedikit dibandingkan dengan studi B2C branding. Kajian empiris ini didorong oleh beberapa pertanyaan penelitian terkait dengan B2B branding, terutama tentang faktor yang mempengaruhi customer satisfaction dan brand loyalty. Pengembangan model dilakukan atas dasar pertimbangan rasional, oleh karenanya beberapa konstruk diuji selaku antecedent dari customer satisfaction. Kajian empiris dilakukan terhadap pasar industri kimia emulsi, yakni persepsi konsumen produk kimia terhadap product brand dan faktor-faktor yang mempengaruhi dalam proses pengambilan kep

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Kearney, Treasa, Gianfranco Walsh, Willy Barnett, Taeshik Gong, Maria Schwabe, and Kemefasu Ifie. "Emotional intelligence in front-line/back-office employee relationships." Journal of Services Marketing 31, no. 2 (2017): 185–99. http://dx.doi.org/10.1108/jsm-09-2016-0339.

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Purpose This paper aims to undertake a simultaneous assessment of interdependence in the behaviours of front-line and back-office employees and their joint effect on customer-related organisational performance. It also tests for a moderating influence of the emotional intelligence of front-line salespeople and back-office employees. Design/methodology/approach The sample comprises 105 front-line sales employees and 77 back-office employees. The customer-related organisational performance data come from a UK business-to-business (B2B) electronics company. With these triadic data, this study use

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