RT Journal Article
T1 Institutions and business customer experience: the role of interfunctional coordination and service co-design.
A1 Ruiz-Alba Robledo, José Luis
A1 Quero-Gervilla, María José
A1 López-Tenorio, Pablo J.
K1 Relaciones con el cliente
K1 Consumidores
AB This paper contributes to a better understanding of the complex phenomenon of institutions and the moderation of the main antecedents of business customer experience. Following a combination of literature reviewand three fieldworks, the main antecedents of business customer experience have emerged: interfunctionalcoordination, customer engagement and participation in the co-design of services. The role of institutions(level of formalisation) has also been considered as a possible moderator. Consequently, a conceptual framework has been developed which includes seven research propositions. The first four research propositionsare related to the main elements of the model and suggest new relationships among constructs. The otherthree research propositions are suggested and empirically examined using Fuzzy-Set Qualitative Comparative Analysis to find causal configurations and to identify pathways that lead to business customer experience. Necessity and sufficiency of conditions that lead to a positive business customer experience arediscussed for both scenarios of high and low formalisation of institutions.
PB Elsevier
YR 2023
FD 2023-01-20
LK https://hdl.handle.net/10630/31027
UL https://hdl.handle.net/10630/31027
LA eng
NO Jose L. Ruiz-Alba, María J. Quero, Pablo J. López-Tenorio, Institutions and business customer experience: the role of interfunctional coordination and service co-design, European Research on Management and Business Economics, Volume 29, Issue 1, 2023, 100213, ISSN 2444-8834, https://doi.org/10.1016/j.iedeen.2022.100213.
DS RIUMA. Repositorio Institucional de la Universidad de Málaga
RD 19 ene 2026