How critical events shape the evolution of sales organizations: A case study of a business-to-business services firm

Beeler, Lisa; Zablah, Alex R.; Johnston, Wesley J.

doi:10.1016/j.jbusres.2017.01.011

Cited by 25 publications

(16 citation statements)

References 38 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The analysis revealed the clients used three primary dimensions to Wallendorf and Belk (1989) and Beeler et al (2017).…”

Section: Resultsmentioning

confidence: 99%

“…To conduct the research in a trustworthy fashion, we carefully incorporated measures in each step of the research efforts to ensure credibility, transferability, dependability, conformability, and integrity (Beeler, Zablah, & Johnston, 2017;Wallendorf & Belk, 1989). An overview of measures taken to ensure trustworthiness is found in Table 2 below.…”

Section: Data Collection and Analysismentioning

confidence: 99%

See 1 more Smart Citation

The cues that matter: Screening for quality signals in the ex ante phase of buying professional services

Pemer

Skjølsvik

2019

Journal of Business Research

View full text Add to dashboard Cite

Service quality has become a central driver of competitive advantage and value creation. However, due to information asymmetries, many clients find it difficult to assess the service providers' quality ex ante. Nonetheless, this assessment is important to understand, as it affects service provider selection and, thereby, the service delivery. In this paper, we aim to reduce the opacity of service quality by interviewing 51 clients of professional services. Building on an in-depth analysis and a framework of signaling and screening theory, we develop a taxonomy of the dimensions on which professional service quality builds and of the signals clients use to assess quality in the ex ante phase. We also identify two types of signals, qualifying signals and signals of excellence, and develop a conceptual model of the screening process. We conclude the paper by discussing the theoretical and practical implications of our results.

show abstract

“…The analysis revealed the clients used three primary dimensions to Wallendorf and Belk (1989) and Beeler et al (2017).…”

Section: Resultsmentioning

confidence: 99%

Section: Data Collection and Analysismentioning

confidence: 99%

The cues that matter: Screening for quality signals in the ex ante phase of buying professional services

Pemer

Skjølsvik

2019

Journal of Business Research

View full text Add to dashboard Cite

show abstract

“…Case studies have been used to explore such topics as the evolution of sales firms (Beeler, Zablah, and Johnston 2017), the integration of marketing and sales (Järvinen and Taiminen 2016), and the implementation of a key account management program (Guenzi and Storbacka 2015). The case study approach is ideal for our study, as we (1) explore the complex CS function, (2) examine the CSM role in comparison to the more traditional frontline roles of sales and service, (3) account for the richness of CS interactions and interfaces that occur over time involving many actors and tasks, (4) investigate an organic context that limits researcher control over events, and (5) develop rather than test theory concerning CS management.…”

Section: Methodsmentioning

confidence: 99%

Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles

Hochstein

Chaker

Rangarajan

et al. 2021

Journal of Service Research

View full text Add to dashboard Cite

An increasing number of business-to-business (B2B) service firms have transitioned to recurring revenue-based solutions. These subscription B2B solutions are becoming increasingly common, yet offer challenges for long-term renewal if value is not consistently realized by the customer. To address this concern, customer success (CS) management has emerged. CS management is based on regular proactive action taken by the seller to (a) educate, prepare, and engage customers for value co-creation; (b) demonstrate the value delivered by the solution; and (c) provide a channel for advocacy on behalf of customers within the service-providing firm. Our findings highlight the under-researched topic of CS in B2B settings. Specifically, we propose the CS function and role as a structural alternative to within-person (i.e., cross-functional) ambidexterity and emphasize the ability of a CS focus by service firms to complement existing firm operations in value creation efforts. Our case study analysis provides a multilevel perspective (i.e., executive, functional role employees, and customers) via in-depth interviews that offer unique insights on “how parts of the service-sales system work together.” Overall, CS is growing as a practice that propagates value to the customer via ongoing success with solutions while improving service-firm renewal and growth of subscription business.

show abstract

“…Each interview was compared continuously with other interviews and with the other data to develop consistent themes and findings and to consider other perspectives or new information [53]. Then, the differences between the two interpretations were discussed by the researchers [54]. The multiple data sources and the triangulation between the two researchers strongly support the validity of the research findings [55].…”

Section: Discussionmentioning

confidence: 99%

Addressing Tensions and Paradoxes in Sustainable Wine Industry: The Case of the Association “Le Donne Del Vino”

2021

View full text Add to dashboard Cite

Practising sustainable business in the wine industry requires addressing social, economic and environmental goals. This paper focuses on the process of addressing tensions and paradoxes amongst these goals at the different levels of the service ecosystem in the Italian sustainable wine industry and on the platformisation role at the meso level. The study adopts a qualitative approach based on 23 in-depth interviews with associates of Le Donne del Vino. The collected data were triangulated with those derived from participatory observations and the analysis of secondary data. The study’s findings reveal that the presence of an organisation at the meso level activates the harmonisation of value co-creation within the service ecosystem. This is achieved by intervening in the four different paradoxes, namely, belonging, learning, organising and performing, which emerge from the adoption of a sustainable approach.

show abstract

How critical events shape the evolution of sales organizations: A case study of a business-to-business services firm

Cited by 25 publications

References 38 publications

The cues that matter: Screening for quality signals in the ex ante phase of buying professional services

The cues that matter: Screening for quality signals in the ex ante phase of buying professional services

Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles

Addressing Tensions and Paradoxes in Sustainable Wine Industry: The Case of the Association “Le Donne Del Vino”

Contact Info

Product

Resources

About