Change search
Link to record
Permanent link

Direct link
BETA
Kowalkowski, ChristianORCID iD iconorcid.org/0000-0002-4081-9737
Publications (2 of 2) Show all publications
Edvardsson, B., Kowalkowski, C., Strandvik, T. & Voima, P. (2014). Negative critical waves in business relationships: an extension of the critical incident perspective. The journal of business & industrial marketing, 29(4), 284-294
Open this publication in new window or tab >>Negative critical waves in business relationships: an extension of the critical incident perspective
2014 (English)In: The journal of business & industrial marketing, ISSN 0885-8624, E-ISSN 2052-1189, Vol. 29, no 4, p. 284-294Article in journal (Refereed) Published
Abstract [en]

Purpose - This paper aims to extend understanding of business-to-business relationship dynamics by introducing and discussing the phenomenon of a "negative critical wave" (NCW), defined as a disturbance in a relationship that emerges and develops within or beyond individual working relationships. Design/methodology/approach - The dynamics of working relationships in two manufacturing firms in Finland and Sweden were studied by analysing the narratives of unstructured personal interviews with 16 middle managers and 14 operational executives, who recalled experiences of relevant situations over three years, with emphasis on unexpected disturbances, challenges and problems. Findings - Respondents discussed 77 NCWs, the development and effect of which proved to depend upon the original "locus", "magnitude" and "amplitude", and embedded "energy". Waves could be distinguished as: "silent compact", "silent extensive", "intense compact" or "intense extensive". Research limitations/implications - The wave metaphor for relationships dynamics, consistent with but distinct from established notions of "critical time" and "critical incidents" and the associated classification system are a useful starting point for further research into the phenomenon. Though the qualitative methodology achieved richness, the small sample and restricted scope place limits on the objectivity and generalisability of the findings. Practical implications - The NCW framework offers strategists and managers a holistic understanding of the dynamic process of criticality, synthesising the complexities of relationship dynamics and pointing to ways in which to absorb the energy of negative waves. Originality/value - More is now known about the domino effects of critical incidents in internal and external business-to-business relationships.

Keywords
Business-to-business, Working relationships, Critical incidents, Relationship dynamics, Verbatim narratives
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-41583 (URN)10.1108/JBIM-08-2013-0159 (DOI)000341888300003 ()
Available from: 2016-04-25 Created: 2016-04-11 Last updated: 2017-11-30Bibliographically approved
Kowalkowski, C., Kindstrom, D. & Witell, L. (2011). Internalisation or externalisation?: Examining organisational arrangements for industrial services. Managing Service Quality, 21(4), 373-391
Open this publication in new window or tab >>Internalisation or externalisation?: Examining organisational arrangements for industrial services
2011 (English)In: Managing Service Quality, ISSN 0960-4529, E-ISSN 1758-8030, Vol. 21, no 4, p. 373-391Article in journal (Refereed) Published
Abstract [en]

Purpose - Manufacturing firms primarily organise service provision internally, externally or through a hybrid arrangement. This paper aims to analyse how firm-, offering-, and market-specific factors influence the way in which a firm organises its service provision. In addition, the paper analyses the specific challenges that each organisational arrangement presents for a firm. Design/methodology/approach - The study employed a qualitative, multiple-case research design that involved seven manufacturing firms with different organisational arrangements for service provision. Findings - Contrary to certain explicit assumptions, few firms organise for service provision solely through an in-house organisation. Analysis of firms in a wide variety of industries has shown that the organisational arrangements (internal, external or hybrid configuration) are contingent on factors such as market strategy, customer relationships, product-service linkages, internal competences and market channel characteristics. Research limitations/implications - The paper is an initial attempt to understand the strategic choices that firms make in terms of inter-organisational arrangements for service provision. The research should be extended by way of a cross-sectional survey in order to test and further validate the importance of the determinants of the organisational arrangements for service provision. Originality/value - The paper contributes to the service marketing and management literature by examining factors that determine whether firms organise for service provision internally, externally or through a hybrid configuration. Prior research has not explicitly addressed this issue.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2011
Keywords
Industrial services, Organizational arrangement, Internalization, Externalization, Hybrid configuration, Service partner, Corporate strategy
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-40655 (URN)10.1108/09604521111146252 (DOI)000293987700004 ()
Available from: 2016-02-22 Created: 2016-02-22 Last updated: 2017-12-07Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0002-4081-9737

Search in DiVA

Show all publications