{"id":"https://openalex.org/W4283205814","doi":"https://doi.org/10.1108/jbim-07-2021-0342","title":"Business customer experience in B2B2C service settings: a scale development","display_name":"Business customer experience in B2B2C service settings: a scale development","publication_year":2022,"publication_date":"2022-06-21","ids":{"openalex":"https://openalex.org/W4283205814","doi":"https://doi.org/10.1108/jbim-07-2021-0342"},"language":"en","primary_location":{"id":"doi:10.1108/jbim-07-2021-0342","doi":"https://doi.org/10.1108/jbim-07-2021-0342","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jbim-07-2021-0342","pdf_url":null,"source":{"id":"https://openalex.org/S119587767","display_name":"Journal of Business and Industrial Marketing","issn_l":"0885-8624","issn":["0885-8624","2052-1189"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business & Industrial Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5018912944","display_name":"G Rejikumar","orcid":"https://orcid.org/0000-0001-9549-352X","observed_orcids":["https://orcid.org/0000-0001-9549-352X"]},"institutions":[{"id":"https://openalex.org/I81556334","display_name":"Amrita Vishwa Vidyapeetham","ror":"https://ror.org/03am10p12","country_code":"IN","type":"education","lineage":["https://openalex.org/I81556334"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Rejikumar G.","raw_affiliation_strings":["Department of Management, Amrita Vishwa Vidyapeetham, Kochi Campus, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management, Amrita Vishwa Vidyapeetham, Kochi Campus, India","institution_ids":["https://openalex.org/I81556334"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5079430084","display_name":"Aswathy Asokan Ajitha","orcid":"https://orcid.org/0000-0002-8008-8465","observed_orcids":["https://orcid.org/0000-0002-8008-8465"]},"institutions":[{"id":"https://openalex.org/I4210123047","display_name":"Indian Institute of Management Amritsar","ror":"https://ror.org/02nthw835","country_code":"IN","type":"education","lineage":["https://openalex.org/I4210123047"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Aswathy Asokan-Ajitha","raw_affiliation_strings":["Indian Institute of Management Amritsar, Amritsar, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Indian Institute of Management Amritsar, Amritsar, India","institution_ids":["https://openalex.org/I4210123047"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.8061,"has_fulltext":false,"cited_by_count":17,"citation_normalized_percentile":{"value":0.90269058,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":95,"max":98},"biblio":{"volume":"38","issue":"4","first_page":"886","last_page":"904"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9945999979972839,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9945999979972839,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.00430000014603138,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/scale-development","display_name":"scale development","score":0.6660000085830688},{"id":"https://openalex.org/keywords/business-to-business-relationships","display_name":"business-to-business relationships","score":0.5410000085830688},{"id":"https://openalex.org/keywords/customer-experience-measurement","display_name":"customer experience measurement","score":0.5419999957084656},{"id":"https://openalex.org/keywords/relationship-experiences","display_name":"relationship experiences","score":0.574999988079071},{"id":"https://openalex.org/keywords/service-experience","display_name":"service experience","score":0.6660000085830688}],"concepts":[{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5790066719055176},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5549286603927612},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.5295497179031372},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5250194668769836},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5050831437110901},{"id":"https://openalex.org/C40722632","wikidata":"https://www.wikidata.org/wiki/Q5160137","display_name":"Confirmatory factor analysis","level":3,"score":0.4738132059574127},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4625626802444458},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.45744699239730835},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.43223610520362854},{"id":"https://openalex.org/C165957694","wikidata":"https://www.wikidata.org/wiki/Q5421350","display_name":"Exploratory factor analysis","level":3,"score":0.41114872694015503},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3787727653980255},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.36863118410110474},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.32997679710388184},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2708808481693268}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/jbim-07-2021-0342","doi":"https://doi.org/10.1108/jbim-07-2021-0342","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jbim-07-2021-0342","pdf_url":null,"source":{"id":"https://openalex.org/S119587767","display_name":"Journal of Business and Industrial Marketing","issn_l":"0885-8624","issn":["0885-8624","2052-1189"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business & Industrial Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":160,"referenced_works":["https://openalex.org/W111261689","https://openalex.org/W158044045","https://openalex.org/W195614615","https://openalex.org/W1441893441","https://openalex.org/W1511059441","https://openalex.org/W1562487336","https://openalex.org/W1857675993","https://openalex.org/W1960704941","https://openalex.org/W1964218847","https://openalex.org/W1964752998","https://openalex.org/W1966255248","https://openalex.org/W1966518808","https://openalex.org/W1967338454","https://openalex.org/W1970579039","https://openalex.org/W1970667765","https://openalex.org/W1974866703","https://openalex.org/W1975078290","https://openalex.org/W1978327708","https://openalex.org/W1979000511","https://openalex.org/W1980996468","https://openalex.org/W1982271533","https://openalex.org/W1984510900","https://openalex.org/W1984725670","https://openalex.org/W1986325310","https://openalex.org/W1987364024","https://openalex.org/W1987834455","https://openalex.org/W1988600566","https://openalex.org/W1991623719","https://openalex.org/W1994416802","https://openalex.org/W1995889980","https://openalex.org/W1996527692","https://openalex.org/W2001115249","https://openalex.org/W2003825788","https://openalex.org/W2004983620","https://openalex.org/W2006681980","https://openalex.org/W2007455324","https://openalex.org/W2008204295","https://openalex.org/W2011309176","https://openalex.org/W2011700892","https://openalex.org/W2013461960","https://openalex.org/W2015056121","https://openalex.org/W2017233206","https://openalex.org/W2019021354","https://openalex.org/W2029723879","https://openalex.org/W2030896530","https://openalex.org/W2033101243","https://openalex.org/W2036800830","https://openalex.org/W2036812547","https://openalex.org/W2036856292","https://openalex.org/W2038064451","https://openalex.org/W2038125955","https://openalex.org/W2041527120","https://openalex.org/W2042711007","https://openalex.org/W2043966053","https://openalex.org/W2046500054","https://openalex.org/W2050251515","https://openalex.org/W2052167314","https://openalex.org/W2053560766","https://openalex.org/W2054347222","https://openalex.org/W2055570665","https://openalex.org/W2058800714","https://openalex.org/W2059702009","https://openalex.org/W2060434888","https://openalex.org/W2061107701","https://openalex.org/W2069728425","https://openalex.org/W2070785128","https://openalex.org/W2070891573","https://openalex.org/W2072316373","https://openalex.org/W2074847119","https://openalex.org/W2077595013","https://openalex.org/W2081710458","https://openalex.org/W2082965966","https://openalex.org/W2084352267","https://openalex.org/W2084969014","https://openalex.org/W2084993333","https://openalex.org/W2089871805","https://openalex.org/W2091456690","https://openalex.org/W2091681582","https://openalex.org/W2093956968","https://openalex.org/W2095224598","https://openalex.org/W2095417283","https://openalex.org/W2096303768","https://openalex.org/W2096512731","https://openalex.org/W2102010715","https://openalex.org/W2103686707","https://openalex.org/W2106096361","https://openalex.org/W2108437241","https://openalex.org/W2110523630","https://openalex.org/W2111971142","https://openalex.org/W2112472109","https://openalex.org/W2120535949","https://openalex.org/W2122910380","https://openalex.org/W2126840412","https://openalex.org/W2130236606","https://openalex.org/W2130786353","https://openalex.org/W2131113076","https://openalex.org/W2135574870","https://openalex.org/W2139998863","https://openalex.org/W2140205964","https://openalex.org/W2143882938","https://openalex.org/W2144336601","https://openalex.org/W2146410840","https://openalex.org/W2151000531","https://openalex.org/W2153942071","https://openalex.org/W2154384880","https://openalex.org/W2154848067","https://openalex.org/W2157441393","https://openalex.org/W2160941304","https://openalex.org/W2161476142","https://openalex.org/W2284031291","https://openalex.org/W2314320420","https://openalex.org/W2320087742","https://openalex.org/W2331319870","https://openalex.org/W2422895071","https://openalex.org/W2467468500","https://openalex.org/W2525252462","https://openalex.org/W2526763399","https://openalex.org/W2559164450","https://openalex.org/W2581495188","https://openalex.org/W2583915933","https://openalex.org/W2601230726","https://openalex.org/W2602475263","https://openalex.org/W2608976121","https://openalex.org/W2611897969","https://openalex.org/W2752275080","https://openalex.org/W2762366005","https://openalex.org/W2764211060","https://openalex.org/W2767403832","https://openalex.org/W2770202525","https://openalex.org/W2784037731","https://openalex.org/W2797026320","https://openalex.org/W2901319918","https://openalex.org/W2918376463","https://openalex.org/W2919018090","https://openalex.org/W2957673371","https://openalex.org/W2971018428","https://openalex.org/W2990679334","https://openalex.org/W2997908921","https://openalex.org/W3004141889","https://openalex.org/W3005924951","https://openalex.org/W3034254914","https://openalex.org/W3047142584","https://openalex.org/W3081008212","https://openalex.org/W3089481842","https://openalex.org/W3107066655","https://openalex.org/W3110431455","https://openalex.org/W3114050821","https://openalex.org/W3121450999","https://openalex.org/W3121958491","https://openalex.org/W3122149877","https://openalex.org/W3124071958","https://openalex.org/W3125842030","https://openalex.org/W3159889308","https://openalex.org/W3163691672","https://openalex.org/W3183162331","https://openalex.org/W3192062819","https://openalex.org/W3198419345","https://openalex.org/W4235678817","https://openalex.org/W4238444027","https://openalex.org/W4249532312"],"related_works":["https://openalex.org/W6980860684","https://openalex.org/W6889665680","https://openalex.org/W2978659888","https://openalex.org/W6948399884","https://openalex.org/W2954669887","https://openalex.org/W3014221576","https://openalex.org/W2602475263","https://openalex.org/W3186617645","https://openalex.org/W2791432360","https://openalex.org/W2109841528"],"abstract_inverted_index":{"Purpose":[0],"Business-to-business":[1],"(B2B)":[2],"relations":[3],"will":[4],"become":[5],"more":[6,188],"prevalent":[7],"in":[8,30,47,82,223,239,285],"many":[9],"areas":[10],"such":[11],"as":[12,227],"delivery":[13,118],"services,":[14],"based":[15],"on":[16,28,37,117,150,195],"current":[17],"trends":[18,46],"supporting":[19],"e-commerce":[20],"proliferation.":[21],"In":[22],"addition,":[23],"hyperlocal":[24],"e-commerce,":[25],"which":[26],"focuses":[27],"customers":[29,123],"a":[31,75,98,130,153,254,274,279],"small":[32],"geographic":[33],"region,":[34],"relies":[35],"heavily":[36],"another":[38],"business":[39,48,50,79,86,103,134,184,212,237,258,282,291],"to":[40,49,51,59,73,120,160,181,204,217,249,266,277],"handle":[41],"the":[42,67,83,90,95,107,161,182,206,209,224,231,236,240,267,286],"supply":[43],"chain.":[44],"Emerging":[45],"customer":[52,64,80,104,135,185,196,213,283],"(B2B2C)":[53],"experiences":[54,229],"provide":[55],"retailers":[56],"with":[57,106,257],"opportunities":[58],"develop":[60,74,278],"strategies":[61,252],"for":[62,77,132,253,260,281],"better":[63,228,255],"service.":[65],"Therefore,":[66],"purpose":[68],"of":[69,109,211,233,235,288],"this":[70,201,245],"study":[71,272],"was":[72,157],"scale":[76,92,101,131,280],"measuring":[78,102],"experience":[81,105,136,176,186,214,265,284],"B2B2C":[84,225,289],"aggregator":[85,290],"model.":[87],"Design/methodology/approach":[88],"Using":[89],"psychometric":[91],"development":[93],"procedure,":[94],"researchers":[96],"devised":[97],"29-item,":[99],"six-dimensional":[100],"help":[108],"two":[110],"cross-sectional":[111],"studies.":[112],"Restaurant":[113],"managers":[114],"who":[115],"rely":[116],"partners":[119,259],"serve":[121],"their":[122,251],"were":[124,166],"surveyed":[125],"twice.":[126],"The":[127,163],"authors":[128],"validated":[129],"assessing":[133],"using":[137],"exploratory":[138],"factor":[139,142],"analysis,":[140],"confirmatory":[141],"analysis":[143],"and":[144,177,190,215],"structural":[145],"equation":[146],"modelling.":[147],"Findings":[148],"Based":[149],"fit":[151],"criteria,":[152],"higher-order":[154],"formative":[155],"structure":[156],"best":[158],"suited":[159],"scale.":[162],"dimensions":[164],"identified":[165],"shared":[167],"vision,":[168],"interaction":[169],"experience,":[170,174],"end-customer":[171],"focus,":[172],"relationship":[173,256],"service":[175,220],"outcome":[178],"focus.":[179],"According":[180],"study,":[183],"is":[187],"objective":[189],"utilitarian":[191],"than":[192],"existing":[193],"paradigms":[194],"experience.":[197],"Research":[198],"limitations/implications":[199],"Theoretically,":[200],"research":[202,221,246],"helps":[203,247],"understand":[205],"underpinnings":[207],"behind":[208],"formation":[210],"attempt":[216,276],"bring":[218],"transformative":[219],"focus":[222],"trilogy":[226],"predict":[230],"well-being":[232],"members":[234],"centre":[238],"B2B.":[241],"Practical":[242],"implications":[243],"Practically,":[244],"businesses":[248],"revisit":[250],"jointly":[261],"offering":[262],"an":[263],"improved":[264],"end":[268],"customers.":[269],"Originality/value":[270],"This":[271],"explains":[273],"pioneer":[275],"context":[287],"models.":[292]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":3}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2022-06-22T00:00:00"}