The changing nature of B2B relationships: A self-service perspective

Raechel JOHNS

The changing nature of B2B relationships: A self-service perspective

Canberra Business School

Research output: A Conference proceeding or a Chapter in Book › Conference contribution › peer-review

Abstract

This paper provides an overview of the impact of information technology on business relationships, using the theory of Relationship Marketing 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. The findings indicate the necessity for further research to be developed which explores business customers who prefer to remain transaction-oriented, rather than develop interpersonal relationships.

Original language	English
Title of host publication	Academy of Marketing Conference : Services and Custome Relationship Management
Editors	Julie Robson, Juliet Memery
Place of Publication	United Kingdom
Publisher	Academy of Marketing
Pages	1-11
Number of pages	11
Publication status	Published - 2014
Event	Academy of Marketing Conference -Marketing Dimensions: People, places and spaces - Bournemouth, Bournemouth, United Kingdom Duration: 7 Jul 2014 → 10 Jul 2014 https://www.academyofmarketing.org/conference/conference-history/conference-2014/

Conference

Conference	Academy of Marketing Conference -Marketing Dimensions: People, places and spaces
Country/Territory	United Kingdom
City	Bournemouth
Period	7/07/14 → 10/07/14
Internet address	https://www.academyofmarketing.org/conference/conference-history/conference-2014/

Access to Document

https://marketing.conference-services.net/resources/327/4002/pdf/AM2014_0292_paper.pdf

Cite this

@inproceedings{f285af7a538146ec91a44d001654bd19,

title = "The changing nature of B2B relationships: A self-service perspective",

abstract = "This paper provides an overview of the impact of information technology on business relationships, using the theory of Relationship Marketing 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. The findings indicate the necessity for further research to be developed which explores business customers who prefer to remain transaction-oriented, rather than develop interpersonal relationships.",

keywords = "Self-service, SSTs, internet, relationships, relationship marketing, technology, services marketing.",

author = "Raechel JOHNS",

year = "2014",

language = "English",

pages = "1--11",

editor = "Julie Robson and Juliet Memery",

booktitle = "Academy of Marketing Conference : Services and Custome Relationship Management",

publisher = "Academy of Marketing",

note = "Academy of Marketing Conference -Marketing Dimensions: People, places and spaces ; Conference date: 07-07-2014 Through 10-07-2014",

url = "https://www.academyofmarketing.org/conference/conference-history/conference-2014/",

}

JOHNS, R 2014, The changing nature of B2B relationships: A self-service perspective. in J Robson & J Memery (eds), Academy of Marketing Conference : Services and Custome Relationship Management. Academy of Marketing, United Kingdom, pp. 1-11, Academy of Marketing Conference -Marketing Dimensions: People, places and spaces, Bournemouth, United Kingdom, 7/07/14. <https://marketing.conference-services.net/resources/327/4002/pdf/AM2014_0292_paper.pdf>

TY - GEN

T1 - The changing nature of B2B relationships

T2 - Academy of Marketing Conference -Marketing Dimensions: People, places and spaces

AU - JOHNS, Raechel

PY - 2014

Y1 - 2014

N2 - This paper provides an overview of the impact of information technology on business relationships, using the theory of Relationship Marketing 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. The findings indicate the necessity for further research to be developed which explores business customers who prefer to remain transaction-oriented, rather than develop interpersonal relationships.

AB - This paper provides an overview of the impact of information technology on business relationships, using the theory of Relationship Marketing 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. The findings indicate the necessity for further research to be developed which explores business customers who prefer to remain transaction-oriented, rather than develop interpersonal relationships.

KW - Self-service

KW - SSTs

KW - internet

KW - relationships

KW - relationship marketing

KW - technology

KW - services marketing.

M3 - Conference contribution

SP - 1

EP - 11

BT - Academy of Marketing Conference : Services and Custome Relationship Management

A2 - Robson, Julie

A2 - Memery, Juliet

PB - Academy of Marketing

CY - United Kingdom

Y2 - 7 July 2014 through 10 July 2014

ER -

The changing nature of B2B relationships: A self-service perspective

Abstract

Conference

Access to Document

Fingerprint

Cite this