University of Surrey

Test tubes in the lab Research in the ATI Dance Research

Do professional service firms benefit from customer and supplier collaborations in competitive, turbulent environments?

Heirati, Nima, O'Cass, Aron, Schoefer, Klaus and Siahtiri, Vida (2016) Do professional service firms benefit from customer and supplier collaborations in competitive, turbulent environments? Industrial Marketing Management, 55. pp. 50-58.

[img]
Preview
Text
Heirati, O'Cass, Schoefer, Siahtiri (2016 IMM).pdf - Accepted version Manuscript

Download (691kB) | Preview

Abstract

Although recent research on business-to-business professional service firms (PSFs) emphasizes the role and consequences of collaboration with business partners, we know little regarding the conditions under which bright-side benefits of PSF interfirm collaboration turn into dark-side drawbacks. Our study shows that customer and supplier collaborations have both bright and dark sides, and their benefits with respect to helping a PSF to drive service performance are contingent on the levels of the environmental competition and turbulence. In particular, we show that increasing levels of competitive intensity and environmental turbulence encountered by a PSF can diminish the capacity of customer and supplier collaborations to drive service performance. When the level of competitive intensity increases, the benefits of customer collaboration become more positive; however, the dark-side of supplier collaboration becomes more pronounced, which negatively influences service performance. When the level of environmental turbulence increases, the dark-side of customer and supplier collaborations becomes more critical and the benefits derived from interfirm collaboration to promote service performance can be lost.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > Surrey Business School
Authors :
NameEmailORCID
Heirati, Niman.heirati@surrey.ac.uk
O'Cass, Aron
Schoefer, Klaus
Siahtiri, Vida
Date : 5 March 2016
Uncontrolled Keywords : Professional service firms, customer collaboration, supplier collaboration, service performance, competitive intensity, environmental turbulence, partial least squares
Depositing User : James Marshall
Date Deposited : 17 Feb 2020 13:54
Last Modified : 17 Feb 2020 13:54
URI: http://epubs.surrey.ac.uk/id/eprint/853755

Actions (login required)

View Item View Item

Downloads

Downloads per month over past year


Information about this web site

© The University of Surrey, Guildford, Surrey, GU2 7XH, United Kingdom.
+44 (0)1483 300800