Papers by Judy Zolkiewski
Early work in business-to-business markets indicated the importance of customer service (e.g. Cun... more Early work in business-to-business markets indicated the importance of customer service (e.g. Cunningham and Roberts, 1974). More recently, customer service appears to be an implicit assumption within the notion of relationships, be it from an interaction or other relationship perspective: feedback occurs through the interactions that occur between customer and supplier (Håkansson, 1982; Turnbull and Valla, 1986; Ford, 2002). However,
Industrial Marketing Management, 2014
ABSTRACT This article introduces the special issue on barriers and consequences of radical innova... more ABSTRACT This article introduces the special issue on barriers and consequences of radical innovation (RI). Radical innovation, as distinct from more incremental forms of innovation, is increasingly important for organizations and national economies. However, firms face many challenges and barriers (both internal and external) which hinder their RI efforts, and result in significantly higher failure rates for RIs as compared with other forms of innovation. Individually and collectively, the twelve cross-disciplinary articles in this special issue provide a number of important contributions to the extant knowledge base. While most of the contributions focus on barriers, with a concomitant emphasis on enablers, some insights are also offered into the lesser examined area of consequences, particularly the unintended consequences of RI. The editorial concludes by summarizing key issues and presenting provocations for further research.
This paper provides a research agenda which explicitly addresses the role of service encounters i... more This paper provides a research agenda which explicitly addresses the role of service encounters in business-to-business relationships. We contend that discussion of service in business-to-business interaction has tended to be implicit rather than explicit. There are notable exceptions, e.g. , but these are really the exception rather than the rule. We outline our understanding of how the service encounter relates to interaction and interacting and then list a number of areas in which research needs to be undertaken in order to develop our understanding of business-to-business service encounters.
Business relationships make an interactive connection between two organisations; more exactly bet... more Business relationships make an interactive connection between two organisations; more exactly between two groups of involved people. Connectedness is considered as the essential characteristic of a business relationship. To be connected dimensions must be matching. Our research question is about this matching. What does it mean? How can it be conceptualised? How can it be evaluated and anticipated? Connectedness dimensions can be categorised in two groups. The first group comprises activity links and resource ties; these are real connections, with more or less clear technical and economic characteristics. Their matching can be described and anticipated by technical and economic terms. In a certain way they have a quasi-deterministic character.
The IMP group has made a great contribution to business-to-business marketing, focusing on intera... more The IMP group has made a great contribution to business-to-business marketing, focusing on interactions, relationships and networks (Håkansson 1982.
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Papers by Judy Zolkiewski