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B2B buyer operational capability for the effective delivery of technology-enabled services in a multi-facility context

Author

Listed:
  • Rafael Teixeira

    (College of Charleston)

  • Renato Przyczynski

    (Universidade do Vale do Rio dos Sinos)

  • Jeff Shockley

    (Virginia Commonwealth University)

Abstract

B2B technology-enabled services, such as telecommunications, depend on buyers' internal practices to manage resources within their branch facilities. This paper introduces the concept of B2B buyer operational capability (B2B-BOC) as the bundle of facility-level practices (strategic emphasis, employee training, infrastructure management, and security) that, together with supplier information quality, are necessary for continuous technology-enabled service delivery (service continuity). We use survey data from 300 buyers in Brazil to test our hypothesis. Results show that (i) B2B-BOC completely mediates the effect of supplier information quality on service continuity and that (ii) B2B-BOC varies significantly among facilities of the same buyer.

Suggested Citation

  • Rafael Teixeira & Renato Przyczynski & Jeff Shockley, 2022. "B2B buyer operational capability for the effective delivery of technology-enabled services in a multi-facility context," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 645-679, September.
    • Handle: RePEc:spr:svcbiz:v:16:y:2022:i:3:d:10.1007_s11628-022-00498-5
    DOI: 10.1007/s11628-022-00498-5
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