This paper aims to investigate how to improve business service quality (BSQ) in an e-commerce environment. It also serves as a basis for developing a BSQ measurement instrument in an e-commerce environment. Design/methodology/approach – The paper examines BSQ along four inter-organisational...

Manufacturing firms are increasingly adopting ‘servitization’ – a business model innovation whereby existing product offerings are extended through related services. Despite the widespread uptake, questions remain regarding the impact of servitization on firm performance. This study...