Do self-service technologies affect interfirm relationships? A B2B perspective

Research output: Contribution to journalArticle

2 Citations (Scopus)
5 Downloads (Pure)

Abstract

The discussion in this paper provides an overview of the impact of IT on business relationships, using Relationship Marketing theory to provide a theoretical framework. A qualitative study in the Australian banking industry provides findings relating to the theory. The findings of this study provide evidence that while traditional Relationship Marketing theory is still applicable for some business customers, new theory is required for business customers who do not seek relationships. With both practical and theoretical implications, the research detailed in this paper makes a useful contribution to the literature and indicates the necessity for further research to be developed which explores business customers who prefer to remain transaction-oriented, rather than develop interpersonal relationships.
Original languageEnglish
Pages (from-to)5-27
Number of pages23
JournalAustralasian Journal of Information Systems
Volume18
Issue number3
DOIs
Publication statusPublished - 2014

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Industry
Marketing
Interfirm relationships
Self-service technology
Marketing theory
Banking industry
Theoretical framework
Business relationships
Interpersonal relationships
Qualitative study

Cite this

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Do self-service technologies affect interfirm relationships? A B2B perspective. / JOHNS, Raechel.

In: Australasian Journal of Information Systems, Vol. 18, No. 3, 2014, p. 5-27.

Research output: Contribution to journalArticle

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