Paper Info
Title
Measuring the impact of relational capital on customer performance in the SME B2B sector: The moderating role of absorptive capacity.
Abstract
Purpose - The purpose of this paper is to investigate the influence that different components of relational capital (marketing capability, open innovation with business and scientific partners, technological reputation, brand) have on customer performance (CP). Moreover, the moderating effect of absorptive capacity on such relationships is tested. Design/methodology/approach - First, the direct relationship between the different components of relational capital and CP is analyzed through a linear regression model. Then, to test the moderating effect, two distinct regression analyses are conducted into two sub - samples, defined according to the level of absorptive capacity. The authors carried out these analyses on a sample of 150 small - and medium - sized enterprises (SMEs) in the medium - and high - tech B2B context. Findings - Results of this study prove that CP is enhanced through firm marketing capability, open innovation with business partners and technological reputation, while brand and open innovation with scientific partner do not have an association with CP. In particular, the impact of marketing capability and open innovation with business actors on CP is greater for firms with higher absorptive capacity. Research limitations/implications - This paper, highlighting the relevance of relational capital and absorptive capacity in improving CP, enhances our knowledge about the factors that help to strengthen the relationships with customers, which is an under - investigated issue especially for SMEs competing in B2B industries, and extends our knowledge on open innovation practices. Practical implications - Findings of this paper suggest that, to achieve better CP, managers should pay special attention to nurturing their marketing capability and high - quality relationships with external actors and invest in absorptive capacity to enhance the positive effect of such linkages. Originality/value - This work, combining the external perspective of relational capital and the internal organizational dimension of absorptive capacity, provides valuable insights about the knowledge and resource mix that firms might rely on to achieve better customer satisfaction and loyalty.
Year
DOI
Venue
2017
10.1108/BPMJ-10-2016-0205
BUSINESS PROCESS MANAGEMENT JOURNAL
Keywords
Field
DocType
Relational capital,Absorptive capacity,Open innovation,B2B,Small- and medium-sized enterprises,Customer performance
Customer retention,Customer intelligence,Customer satisfaction,Relational capital,Customer to customer,Computer science,Knowledge management,Customer advocacy,Open innovation,Absorptive capacity
Journal
Volume
Issue
ISSN
23.0
SP6.0
1463-7154
Citations 
PageRank 
References 
2
0.38
2
Authors
3
Name
Order
Citations
PageRank
Lara Agostini151.99
Anna Nosella2174.68
Benedetta Soranzo330.81