oru.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Value creation and loyalty in exchange relationships: a dynamic perspective
Örebro University, Swedish Business School at Örebro University.ORCID iD: 0000-0003-1920-8867
2011 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

This marketing dissertation focuses on the troublesome aspects of value creation in dynamic business relations including in relation to internal and external customers. The research field points out that relationship-mediated value creation emerges in various forms of organizational arrangements, inter-organizational settings, service systems and networks.

The aim of this dissertation is to describe and analyze how loyalty and value creation shortfalls influence business relationship dynamics. It is claimed that shortfalls in value creation reflect a discrepancy between anticipated or present performance compared with business partners’ expectations.

In this dissertation, a dynamic perspective is applied to substantiate how critical episodes influence the continuity of relationships taking a progressive or regressive course of development. The study focuses on shortfalls in value creation and indicates troublesome aspects in term of the dimensions of customer satisfaction, trust and commitment. Accordingly, it directs attention towards the heterogeneous influence of business relationship dynamics which is caused by loyalty antecedents in specific episodes of value creation shortfalls.

The main contribution of this dissertation is a portrayal of 11 different episodes of shortfalls in value creation, which indicates the stabilizing role of loyalty antecedents in different dynamic business relations.

In essence, the findings specify that perceived or anticipated shortfalls in value creation imply an increased awareness among managers to account for loyalty antecedents in dynamic relationships. First, shortfalls in value creation are related to discrepancies between value proposition and value change. Second, stability can be achieved by substitution between trust and commitment (i.e. formalization) when there is a lack of value realization or value capture. Third, the formation of managerial commitment in goal congruence is crucial for stability when shortfalls relate to contingencies in the managerial system of control and coordination. The conclusions in this dissertation signify how loyalty antecedents may not be sequentially connected or activated along the relationship development process. In addition, these loyalty antecedents are occasionally inherently inconsistent in continuous and dynamic relationships.

This dissertation consists of an extended summary and seven research papers. The applied method is characterized by both multiple and single case study approaches. Furthermore, the qualitative and multidimensional approach used is pertinent to the discussion of value creation and loyalty in contrast to employing a single theory framework.

Place, publisher, year, edition, pages
Örebro: Örebro universitet , 2011. , p. 148
Series
Örebro Studies in Business - Dissertations ; 2
Keywords [en]
Marketing, Industrial marketing, Value creation, Shortfall, Loyalty, Business relationship, Trust, Commitment, Customer satisfaction.
National Category
Social Sciences Business Administration
Research subject
Business Studies
Identifiers
URN: urn:nbn:se:oru:diva-14958ISBN: 978-91-7668-791-8 (print)OAI: oai:DiVA.org:oru-14958DiVA, id: diva2:404058
Public defence
2011-04-29, Örebro universitet, Hörsal M, (Musikhögskolan), Fakultetsgatan 1, Örebro, 13:15 (Swedish)
Opponent
Supervisors
Available from: 2011-03-15 Created: 2011-03-15 Last updated: 2019-04-05Bibliographically approved
List of papers
1. Marketing capabilities in expanding and non-expanding Swedish SMEs: an exploratory case study
Open this publication in new window or tab >>Marketing capabilities in expanding and non-expanding Swedish SMEs: an exploratory case study
1998 (English)In: Marketing behaviour and capabilities in some Swedish SMEs: expanders as opposed to non-expanders / [ed] Claes Hultman, Claes Gunnarsson, Frans Prenkert, Örebro: Swedish Foundation for Small Business Research , 1998, p. 79-110Chapter in book (Other academic)
Place, publisher, year, edition, pages
Örebro: Swedish Foundation for Small Business Research, 1998
Series
FSF, ISSN 1404-2762 ; 1998:1
National Category
Social Sciences Economics and Business Business Administration
Research subject
Business Studies
Identifiers
urn:nbn:se:oru:diva-15365 (URN)
Available from: 2011-04-26 Created: 2011-04-26 Last updated: 2019-04-05Bibliographically approved
2. An empirical case study of the role of learning through customer relationships as an element in the absorptive capacity of two rapidly expanding SME suppliers
Open this publication in new window or tab >>An empirical case study of the role of learning through customer relationships as an element in the absorptive capacity of two rapidly expanding SME suppliers
1999 (English)Conference paper, Published paper (Other academic)
Abstract [en]

The purpose of this paper is to provide an understanding of the dynamics in SMEgrowth, where growth is conceptualized as a process of knowledge accumulation within anetwork context and emphasizing evolving strategies of exploration and exploitation indeveloping customer relationships. In this context, the paper elaborates the concept of 'absorptivecapacity', based on an empirical case study of two rapidly expanding SME suppliers. The studyemphasizes the relationship between the explorative contextual expansion of networks and theexploitation of new knowledge as a way of developing and refining the content of specificcustomer relationships. It is concluded that the characteristics of absorptive capacity differsbetween focused SMEs in the way of developing few significant customer relationships ascompared to more broad and multi-contextual companies that strives to develop many exchangerelationships and new final-applications.

National Category
Social Sciences Business Administration
Research subject
Business Studies
Identifiers
urn:nbn:se:oru:diva-15366 (URN)
Conference
15th Nordic Conference on Business Studies, 19–21 Aug, 1999, Helsinki, Finland
Available from: 2011-04-26 Created: 2011-04-26 Last updated: 2019-04-05Bibliographically approved
3. The stabilizing role of Internet technology in business partnerships: a cross-case study of integration shifts between small- and medium-sized enterprises and demanding industrial partners
Open this publication in new window or tab >>The stabilizing role of Internet technology in business partnerships: a cross-case study of integration shifts between small- and medium-sized enterprises and demanding industrial partners
2002 (English)Conference paper, Published paper (Other academic)
Abstract [en]

This paper focuses the use of Internet technology in the relationship between SMEs and demanding industrial partners. Four case studies are reported by a cross-case analysis based on three dimensions of stability derived from the work of Thompson; Predictability, Efficiency, and Interaction. Results indicate the occurrence of two types of shifts spurred by the use of Internet technology, between actors in the task environment, and between their activities. In turn, these shifts represent a change in the identity of the SME in question towards the demanding partner.

Keywords
SME, Business Partnerships, Internet Technology, Stability, Identity
National Category
Social Sciences Business Administration
Research subject
Business Studies
Identifiers
urn:nbn:se:oru:diva-15367 (URN)
Conference
47th World Conference of the International Council for Small Business (ICSB), June 16-19, 2002, San Juan, Puerto Rico
Available from: 2011-04-26 Created: 2011-04-26 Last updated: 2019-04-05Bibliographically approved
4. Charge the relationships and gain loyalty effects: turning the supply link alert to IT opportunities
Open this publication in new window or tab >>Charge the relationships and gain loyalty effects: turning the supply link alert to IT opportunities
2003 (English)In: European Journal of Operational Research, ISSN 0377-2217, E-ISSN 1872-6860, Vol. 144, no 2, p. 257-269Article in journal (Refereed) Published
Abstract [en]

The main purpose of this paper is to explore and analyze interconnected effects related to the use of IT, and in so doing, provide an understanding of integrative logistics operations in a supply chain link. We take a theoretical point of departure in the three factors of relationship investments, formalization and trust. Thereafter we will expand and elaborate these factors by discussing embedded elements and mechanisms, related to relationships and loyalty, which result in an outlined model for empirical research focused on operational and strategic partnerships. Based on an empirical analysis we propose that the use of IT, expressed as digitization, can be seen as a driving force for bridging a gap between the actual and potential pattern of integrative logistics operations in a supply chain link. Digitization activates mechanisms in trust, commitment, and solidarity, which are related to loyalty and simultaneously enable heterogeneous influences in relationship characteristics.

Place, publisher, year, edition, pages
Amsterdam: Elsevier, 2003
Keywords
Supply chain management, Integrative logistics operations, IT, Loyalty, Relationship
National Category
Social Sciences Business Administration
Research subject
Business Studies
Identifiers
urn:nbn:se:oru:diva-15371 (URN)10.1016/S0377-2217(02)00392-2 (DOI)
Available from: 2011-04-26 Created: 2011-04-26 Last updated: 2019-04-05Bibliographically approved
5. Internet technology to achieve supply chain performance
Open this publication in new window or tab >>Internet technology to achieve supply chain performance
2005 (English)In: Business Process Management Journal, ISSN 1463-7154, E-ISSN 1758-4116, Vol. 11, no 4, p. 403-417Article in journal (Refereed) Published
Abstract [en]

Purpose – The purpose of the paper is to explore how the internet introduces opportunities for customer value and effectiveness when developing integrative logistics operations between alliance partners in a supply chain link.

Design/methodology/approach – The study is based on the expressed interest from the researched companies how to take advantage of the internet in building competitive business processes in the supply chain. The quest for external customer-value creation becomes a critical managerial task in strengthening the strategic position of the supply chain. The study seeks to integrate the use of theories of marketing, strategic sourcing, core competencies, and transaction costs, in a supply chain perspective.

Findings – Applying the internet with solely a focus on cost reduction could lead to high supply chain effectiveness without realizing potential customer value-perception opportunities. Also, assuring strategic consistency when leaning on cooperation is a critical supply management subject. Finally, the internet is a driving force in managing alliances.

Research limitations/implications – The framework of the value-delivery system and the concept of value shortfalls, as theoretical understanding and managerial implications, deserve to be taken into certain consideration in future studies of supply chain performance.

Practical implications – The managerial implications point out three potential routes in the internet use: as a strategic collaborative posture to compete with superior external customer-value delivery; in increasing supply chain efficiency and gradually shifting attention toward customer-perceived value; in extracting economic value through continual refinements of current logistics operations.

Originality/value – A systemic value-delivery view where the value-exchange process is illustrated with delivery performance, actual achievement, and value shortfall.

Keywords
Delivery services, Distribution management, Integration, Internet, Supply chain management
National Category
Social Sciences Business Administration
Research subject
Business Studies
Identifiers
urn:nbn:se:oru:diva-15372 (URN)10.1108/14637150510609426 (DOI)
Available from: 2011-04-26 Created: 2011-04-26 Last updated: 2019-04-05Bibliographically approved
6. The impact of shared resources on service efficiency discontent: a management paradox in process orientated service systems
Open this publication in new window or tab >>The impact of shared resources on service efficiency discontent: a management paradox in process orientated service systems
2007 (English)In: Proceedings of EBRF 2007, 2007, p. 1-15Conference paper, Published paper (Other academic)
Abstract [en]

In this paper, it is argued that the management illusion of achieving service system efficiency spawns a process efficiency paradox. This paradox is exposed when top-management employ indiscriminate actions of increasing the resource utilization-ratio by the sharing of resources among various service processes irrespective of considering criteria’s of swift and even flow. This can be administrative convenient but amplify process variation and therefore be contra-productive in terms of achieving service process efficiency. The intersection of the hierarchical resource control and the process management of service system illuminate divergent views on service efficiency. Following this line of reasoning, a qualitative case study elaborates the notion of four types of efficiency shortfalls which may be related to the dialectics between the hierarchical approach of increased resource sharing, viewed from a top-management perspective, and the process orientation of the service system. Considering the impact of shared resources on service efficiency discontent, this approach can bridge the gap between the actual and potential efficiency in the process oriented service system.

Keywords
Service efficiency, process orientation, efficiency shortfalls, shared resources
National Category
Business Administration
Research subject
Business Studies
Identifiers
urn:nbn:se:oru:diva-6194 (URN)
Conference
EBRF, Research Forum to Understand Business in Knowledge Society, Sep. 27–28, Jyväskylä, Finland
Available from: 2009-04-01 Created: 2009-04-01 Last updated: 2019-04-05Bibliographically approved
7. Public value creation in intrapreneurial ventures 
Open this publication in new window or tab >>Public value creation in intrapreneurial ventures 
2008 (English)In:  , 2008Conference paper, Published paper (Other academic)
National Category
Business Administration
Research subject
Business Studies
Identifiers
urn:nbn:se:oru:diva-11804 (URN)
Conference
5th International Conference on Accounting, Auditing and Management in Public Sector Reforms, 3 - 5 September 2008, Amsterdam
Available from: 2010-09-13 Created: 2010-09-13 Last updated: 2019-04-05Bibliographically approved

Open Access in DiVA

cover(1582 kB)325 downloads
File information
File name COVER01.pdfFile size 1582 kBChecksum SHA-512
8f7765be6d2354afb1102a7eece2c62ab6fba51508e7c647f0c50f895f1a729ffe876585099f3d5e444dc406432fb47c04b7260dae1cacce25d0247b2bc32a29
Type coverMimetype application/pdf
spikblad(116 kB)27 downloads
File information
File name SPIKBLAD01.pdfFile size 116 kBChecksum SHA-512
0ab29629f3ca336159a36da243358bc288129ffabe79819320d3c6a8e79a1f90c4c1ecf1cdb92d2d9969ed17098f47076db33240af4d37a8a064a1bdff783210
Type spikbladMimetype application/pdf

Authority records BETA

Gunnarsson, Claes

Search in DiVA

By author/editor
Gunnarsson, Claes
By organisation
Swedish Business School at Örebro University
Social SciencesBusiness Administration

Search outside of DiVA

GoogleGoogle Scholar
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

isbn
urn-nbn

Altmetric score

isbn
urn-nbn
Total: 1212 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf