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Initiation of business relationships in service-dominant settings
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.ORCID iD: 0000-0003-2705-0836
Department of marketing, CERS, Swedish School of Economics, Helsinki, Finland.
Department of marketing, CERS, Swedish School of Economics, Helsinki, Finland.
2008 (English)In: Industrial Marketing Management, ISSN 0019-8501, E-ISSN 1873-2062, Vol. 37, no 3, 339-350 p.Article in journal (Refereed) Published
Abstract [en]

Industrial companies today are becoming increasingly service-oriented and therefore need to shift from selling hardware to valuing services and managing customer relationships. A new and particularly significant challenge for these companies is how to initiate relationships which is an issue that has received surprisingly limited scientific attention. The aim of this study is to develop a conceptualization that explores the dynamics in the relationship initiation process in service-dominant settings. Narratives from three sellers of professional services, augmented with narratives from a buyer's view, form the empirical basis of the study. The dynamics in the relationship initiation process are clarified with three new concepts: status, converter, and inhibitor. The paper concludes with implications of the new conceptualization and suggestions for future research.

Place, publisher, year, edition, pages
2008. Vol. 37, no 3, 339-350 p.
Keyword [en]
Business relationship, Relationship initiation process, Status, Converter, Inhibator, Business-to-business professional services, Executive education, Narratives
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-22990DOI: 10.1016/j.indmarman.2007.07.009OAI: oai:DiVA.org:kau-22990DiVA: diva2:596745
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2015-08-04Bibliographically approved

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