ABSTRACT

Although vendor firms invest heavily in technologies to digitalize business-to-business (B2B) service orchestration, little is known about the mechanisms through which high quality information, a key resource generated from digitalization, creates customer loyalty. Positioning our work in the B2B logistics services context, we take a customer needs fulfillment perspective to understand value creation and capture from digitalization of service orchestration in B2B logistics relationships. We suggest that a vendor will capture exchange value, manifesting as customer loyalty, for the customer’s perceived use value of the service enabled by tracking information quality on service orchestration. We propose that service flexibility and service efficiency provided by the logistics vendor are two types of use value for customers, which serve as the value-creation pathways through which tracking information quality affects customer loyalty, the exchange value received by the vendor. We further argue that service modal variety, a key aspect of service complexity, moderates the value-creation pathways of tracking information quality. Using survey and archival data of B2B relationships between a Fortune 100 logistics vendor and its major customers, we find empirical support for the use value mechanisms through which tracking information quality affects customer loyalty in the context of B2B logistics services.

摘要

尽管供应商公司在技术上投入巨资以实现企业对企业 (B2B) 服务编排的数字化，但人们对高质量信息（数字化产生的关键资源）创造客户忠诚度的机制知之甚少。将我们的工作定位在 B2B 物流服务环境中，我们从满足客户需求的角度来了解 B2B 物流关系中服务编排数字化的价值创造和获取。我们建议供应商为客户的感知使用价值获取交换价值，表现为客户忠诚度通过跟踪服务编排上的信息质量来启用服务。我们提出物流供应商提供的服务灵活性和服务效率是客户使用价值的两种类型，它们作为价值创造途径，跟踪信息质量影响客户忠诚度，即供应商获得的交换价值。我们进一步认为，服务模式多样性是服务复杂性的一个关键方面，它调节了跟踪信息质量的价值创造途径。利用财富 100 强物流供应商与其主要客户之间 B2B 关系的调查和档案数据，我们发现了使用价值机制的经验支持，通过这种机制，跟踪信息质量会影响 B2B 物流服务中的客户忠诚度。