Customers’ service experience is related to the perceived state in the process of interacting with the target at various channel touchpoints (Kaushal & Yadav, 2023). Furthermore, positive customers’ service experiences can increase the repurchase intention of buyers by strengthening the interconnection and cooperation between buyers and suppliers in business-to-business (B2B) firms and reinforcing corporate competitive positioning.

Deciding what value to offer to customers is a key managerial task in differentiating a service in the market and in satisfying customer needs better than competitors. This task is more critical for B2B services because customer satisfaction results from both the customer’s actual experience with the service and the ongoing interactions a customer has with the service provider. Previous research supports this view by showing that a service’s performance and relational value offerings are paramount in driving customer satisfaction; however, the distinct effect of each of these value offerings on customer satisfaction has not been fully explained. Using a multi-informant design and data from 173 B2B service firms, our study provides a deeper understanding of how the outcomes of performance and relational value vary at different levels of customer participation and supplier collaboration in a B2B service project. This deeper understanding helps managers to identify precisely the conditions under which a specific configuration of performance and relational value offerings is more or less influential with respect to customer satisfaction.

Even in the business-to-business(B2B) markets, service quality is becoming very important factor which determines success or failure of the long-term business relationship. Considering that most previous researches about service quality were conducted in the business-to-consumer (B2C) area, this study conceptualizes the various quality aspects of service that are considered in B2B market and proposes B-SERVQUAL which is the detailed quality measurement scale of B2B service. Our study aims to reveal how such recognized service quality influences on realizing the relationship between the customer and the supplier. We began this research with two main objectives: (1) develop the service quality scale to facilitate assessments of B2B service quality and (2) investigate the structural model which deals with the relation between the service quality and business relationship performance. Service quality has a positive effect on relationship bonding, indicating that the superior service quality of service providers leads relationship bonding with buyers. Five dimensions considered in this study bring not only structural bond but also the social bond that refers to the emotional bonding. Especially, we assumed that the empathy quality, a human factor in service quality, plays an important role in binding sellers and buyers personally and emotionally. Technical quality and the process quality related to service delivery are closely associated with the technical level of the service provided, so the service quality structurally binds the relationship between companies. In addition, service quality has a greater effect on structural bond than social bond, which implies that service quality is emphasized as core elements that bring economic, strategic, technical, and organizational benefits in B2B trading rather than be seen as a catalyst to accelerate trading or supplementary elements to the products. Structural bond in relationship bonding is an antecedent of social bond. Relationship bonding has been studied in 2 categories traditionally. This study could identify a casual relation between them. The findings from the study demonstrate that the structural bond is developed when clear economic and managerial advantages exist for buyers, and then the social bond is formed based upon this. In other words, structural bond is a positive predictor of social bond or emotional bond. As suggested earlier, service quality has a greater effect on structural bond than social bond, which supports a structural casual relation in which the structural bond is accomplished first through service and then, based upon this, social bond is accomplished. Commitment appeared to be an important factor that has a positive effect on relationship performance, which demonstrates the experience and the reduction of management cost through commitment is the antecedent that brings the relationship performance which is defined as the degree of the effectiveness and efficiency from mutual organization exchange activities. Managerial implications and limitations of the study were also discussed in detail.

전 세계적으로 IT분야에서 클라우드 컴퓨팅에 대한 관심이 높아지고 있으며, 많은 기업들이 조직의 경쟁력 향상을 위해 클라우드 서비스 도입을 고려하고 있다. 클라우드 서비스는 클라우드 컴퓨팅에 기반을 두고 있으며 서비스 유형에 따라 SaaS, PaaS, IaaS로 구분할 수 있다. 본 연구는 실증적 연구를 통해 기술수용모델(TAM: Technology Acceptance Model)을 적용하여 기업의 B2B 클라우드 서비스 이용의도에 미치는 영향을 분석하고자 하는데, 국내에서 클라우드 서비스 중 PaaS를 서비스 기업과 동시에 이를 이용하는 기업이 거의 없으므로, B2B 클라우드 서비스중에서 SaaS와 IaaS를 그 분석 대상으로 하였다. 이를 위해 클라우드 서비스에 대한 지식을 보유한 IT 기업의 의사결정자, IT 기술 지원 담당자 등을 대상으로 설문조사하고 통계적 분석을 실시한 결과, 지각된 유용성, 사회적 영향력, 마케팅 노력 순으로 기업의 클라우드 컴퓨팅 서비스 도입의도에 영향을 미치고 있음을 알 수 있었다. 그리고 분석된 결과를 토대로 클라우드 서비스 유형인 SaaS, IaaS에 따른 조절효과를 검증하였다. 본 연구는 기업 사용자들의 클라우드 서비스 이용의도 분석은 물론 기업 클라우드 서비스 제공자들이 그들의 새로운 서비스 모델 개발 및 마케팅 전략 수립에 있어 의미 있는 도움을 줄 것으로 기대한다.

This paper presents the business model and system functionalities of a B2B e-marketplace solution that not only can overcome some problems of the public e-marketplace, but also can be applicable to both public and private types of e-marketplaces. This sol

소매화원중 택배·탁송 유통 경험이 있는 대상자를 선정하여 설문조사한 결과 운송 배달 수단으로서의 택배 서비스가 차지하는 부분이 더욱 커질 것으로 나타났다. 현재 택배업체와 탁송 직원은 신속한 배송이 중요한 업무이지만, 화훼류와 같은 물품에 대해서는 특별한 취급 방법이 추가로 요구되는 것을 알 수 있었다. 따라서 현재 일반 택배업체는 구조적으로 화훼류 유통에 최적이지 않다는 것과, 택배회사의 직원 교육이나 택배 차량의 시설 개선보다는, 화훼류 전문 택배업체 지정의 필요성을 알 수 있었다.