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Enhancing Customer Experience Through IIoT-Driven Coopetition: A Service-Dominant Logic Approach in Networks

Author

Listed:
  • Agostinho antunes da Silva

    (CISE-Electromechatronic Systems Research Centre, University of Beira Interior, 6200-001 Covilhã, Portugal
    CEFAGE-Center for Advanced Studies in Management and Economics, Evora University, 7000-809 Évora, Portugal)

  • Antonio J. Marques Cardoso

    (CISE-Electromechatronic Systems Research Centre, University of Beira Interior, 6200-001 Covilhã, Portugal)

Abstract

Background : In an increasingly digitized supply chain landscape, small and medium-sized enterprises (SMEs) face mounting challenges in regard to delivering differentiated and responsive customer experiences. This study investigates the role of Industrial Internet of Things-enabled coopetition networks (IIoT-CNs) in enhancing the customer experience and value cocreation among SMEs. Grounded in Service-Dominant Logic, this research explores how interfirm collaboration and real-time data integration influence key performance indicators (KPIs), including perceived product quality, delivery timeliness, packaging standards, and product performance. Methods : An experimental design involving SMEs in Portugal’s ornamental stone sector contrasts traditional operations with digitally integrated coopetition practices. Results : While individual KPI improvements were not statistically significant, regression analysis revealed a significant positive relationship between IIoT-CN participation and the overall customer experience. The reduced variance in the performance metrics further suggests increased consistency and reliability across the network. Conclusions : These findings highlight IIoT-CNs as a promising model for SME digital transformation, contingent on trust, interoperability, and collaborative governance. This study contributes empirical evidence and practical insights for advancing customer-centric innovation in SME-dominated supply chains.

Suggested Citation

  • Agostinho antunes da Silva & Antonio J. Marques Cardoso, 2025. "Enhancing Customer Experience Through IIoT-Driven Coopetition: A Service-Dominant Logic Approach in Networks," Logistics, MDPI, vol. 9(2), pages 1-26, June.
    • Handle: RePEc:gam:jlogis:v:9:y:2025:i:2:p:75-:d:1678254
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    References listed on IDEAS

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