B2B buyer operational capability for the effective delivery of technology-enabled services in a multi-facility context

Rafael Teixeira (), Renato Przyczynski and Jeff Shockley
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Rafael Teixeira: College of Charleston
Renato Przyczynski: Universidade do Vale do Rio dos Sinos
Jeff Shockley: Virginia Commonwealth University

Service Business, 2022, vol. 16, issue 3, No 11, 645-679

Abstract: Abstract B2B technology-enabled services, such as telecommunications, depend on buyers' internal practices to manage resources within their branch facilities. This paper introduces the concept of B2B buyer operational capability (B2B-BOC) as the bundle of facility-level practices (strategic emphasis, employee training, infrastructure management, and security) that, together with supplier information quality, are necessary for continuous technology-enabled service delivery (service continuity). We use survey data from 300 buyers in Brazil to test our hypothesis. Results show that (i) B2B-BOC completely mediates the effect of supplier information quality on service continuity and that (ii) B2B-BOC varies significantly among facilities of the same buyer.

Keywords: Business-to-business; Facility-level practices; Technology-enabled services; Operational capability; Service continuity (search for similar items in EconPapers)
Date: 2022
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DOI: 10.1007/s11628-022-00498-5

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