Authors: Anders Haug; Jan Stentoft; Kent Adsbøll Wickstrøm; Kristian Philipsen
New digital technologies enable industrial firms to offer new combinations of products and services based on various customer-service business models. Within the interaction approach there has been a call for better understanding of how digital technologies affect business relationships. There has also been a call for better understanding how business models can be understood within a relational and network approach. This paper contributes new understandings of how digital technologies may introduce new relational capabilities to support new business models in customer-service models in SMEs. Based on a quantitative survey including 152 Danish manufacturing SMEs, this study examines the prominence of three customer-service business models and their association with firms’ use of different types of digital technologies.
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Publish Year: 2019
Conference: Paris, France (2019)