The ?networked organisation? has a myriad of meanings ? from those organisations that have acquired sophisticated communication technology enabling high(er) levels of functionality, to firms who join together so that each can provide a component or components of an integrated product and/or...

This commentary aims to stimulate debate about the role of relationships in marketing. It raises the question of when it is appropriate to use the term relationship, requests a distinction between ongoing interaction and relationship, cautions against a “one size fits all” marketing theory...

Purpose – The intangible nature of banking services enables financial institutions to deliver them through electronic channels. In addition, the interactive and continuous nature of banking services is conducive to relationship development. It would, therefore, be beneficial for the dyad to...

Purpose: This paper aims to debate the challenges related to balancing relevance and ranking in management research. Design/methodology/approach: This is a commentary on and review of challenges faced by twenty-first century management academics. Findings: There is a chasm between managerial...

Purpose: An abundance of literature suggests that organisations adopting a cooperative approach achieve greater rewards than those that act in opposition or isolation. An emerging body of work also highlights the multiple actors involved in servitization. Despite this, in some contexts the...

Purpose The purpose of this paper is to challenge the focal firm perspective of much resource/capability research, identifying how a dyadic perspective facilitates identification of capabilities required for servitization. Design/methodology/approach Exploratory study consisting of seven dyadic...

Purpose – The purpose of this paper is to identify the commonalities and differences in manufacturers’ motivations to servitise. Design/methodology/approach – UK study based on interviews with 40 managers in 25 companies in 12 sectors. Using the concept of product complexity, sectors were...

Purpose – The purpose of this paper is to develop a deeper understanding of customer service/service quality in business‐to‐business contexts. Design/methodology/approach – An in‐depth case study was used to discover the perceptions of both key individuals in the supplying company and...