{"id":"https://openalex.org/W4392936745","doi":"https://doi.org/10.1016/j.jbusres.2024.114606","title":"A dynamic, relational approach to B2B customer experience: A customer-centric perspective from a longitudinal investigation","display_name":"A dynamic, relational approach to B2B customer experience: A customer-centric perspective from a longitudinal investigation","publication_year":2024,"publication_date":"2024-03-19","ids":{"openalex":"https://openalex.org/W4392936745","doi":"https://doi.org/10.1016/j.jbusres.2024.114606"},"language":"en","primary_location":{"id":"doi:10.1016/j.jbusres.2024.114606","doi":"https://doi.org/10.1016/j.jbusres.2024.114606","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.jbusres.2024.114606","pdf_url":null,"source":{"id":"https://openalex.org/S93284759","display_name":"Journal of Business Research","issn_l":"0148-2963","issn":["0148-2963","1873-7978"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","ki-jl-2","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Research","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://doi.org/10.1016/j.jbusres.2024.114606","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5015767565","display_name":"Spiros P. Gounaris","orcid":"https://orcid.org/0000-0002-1328-8512","observed_orcids":["https://orcid.org/0000-0002-1328-8512"]},"institutions":[{"id":"https://openalex.org/I181647926","display_name":"University of Strathclyde","ror":"https://ror.org/00n3w3b69","country_code":"GB","type":"education","lineage":["https://openalex.org/I181647926"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Spiros Gounaris","raw_affiliation_strings":["Strathclyde Business School, Stenhouse Wing, 5th Floor, 199 Cathedral Street, Glasgow G4 0OQ, United Kingdom"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Strathclyde Business School, Stenhouse Wing, 5th Floor, 199 Cathedral Street, Glasgow G4 0OQ, United Kingdom","institution_ids":["https://openalex.org/I181647926"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5088826104","display_name":"Ahmed Almoraish","orcid":"https://orcid.org/0000-0002-4724-9204","observed_orcids":["https://orcid.org/0000-0002-4724-9204"]},"institutions":[{"id":"https://openalex.org/I8408910","display_name":"Cardiff Metropolitan University","ror":"https://ror.org/00bqvf857","country_code":"GB","type":"education","lineage":["https://openalex.org/I8408910"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Ahmed Almoraish","raw_affiliation_strings":["Cardiff School of Management, Cardiff Metropolitan University, United Kingdom"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Cardiff School of Management, Cardiff Metropolitan University, United Kingdom","institution_ids":["https://openalex.org/I8408910"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5015767565"],"corresponding_institution_ids":["https://openalex.org/I181647926"],"apc_list":{"value":3820,"currency":"USD","value_usd":3820},"apc_paid":{"value":3820,"currency":"USD","value_usd":3820},"fwci":10.5532,"has_fulltext":true,"cited_by_count":21,"citation_normalized_percentile":{"value":0.98168318,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":94,"max":100},"biblio":{"volume":"177","issue":null,"first_page":"114606","last_page":"114606"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"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":1.0,"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":9.999999747378752e-05,"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/T13355","display_name":"Marketing and Advertising Strategies","score":0.0,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-impression","display_name":"customer impression","score":0.8619999885559082},{"id":"https://openalex.org/keywords/relationship-marketing","display_name":"relationship marketing","score":0.796999990940094},{"id":"https://openalex.org/keywords/service-delivery","display_name":"service delivery","score":0.6499999761581421},{"id":"https://openalex.org/keywords/customer-centricity","display_name":"customer-centricity","score":0.5},{"id":"https://openalex.org/keywords/functional-components","display_name":"functional components","score":0.40700000524520874},{"id":"https://openalex.org/keywords/relationship-quality","display_name":"relationship quality","score":0.8450000286102295}],"concepts":[{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.6908145546913147},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.49874353408813477},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.48269009590148926},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4779512882232666},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.45762714743614197},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4206598103046417},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.41961869597435},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.39453694224357605},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3312097191810608},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.29666978120803833},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.24254098534584045},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.10350498557090759},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.09436973929405212}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1016/j.jbusres.2024.114606","doi":"https://doi.org/10.1016/j.jbusres.2024.114606","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.jbusres.2024.114606","pdf_url":null,"source":{"id":"https://openalex.org/S93284759","display_name":"Journal of Business Research","issn_l":"0148-2963","issn":["0148-2963","1873-7978"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","ki-jl-2","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Research","raw_type":"journal-article"},{"id":"pmh:oai:https://orca.cardiff.ac.uk:167856","doi":null,"is_oa":true,"landing_page_url":"https://orca.cardiff.ac.uk/id/eprint/167856/1/1-s2.0-S0148296324001103-main.pdf","pdf_url":"https://orca.cardiff.ac.uk/id/eprint/167856/1/1-s2.0-S0148296324001103-main.pdf","source":{"id":"https://openalex.org/S4306401195","display_name":"ORCA Online Research @Cardiff (Cardiff University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I79510175","host_organization_name":"Cardiff University","host_organization_lineage":["https://openalex.org/I79510175"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"","raw_type":"Article"},{"id":"pmh:oai:strathprints.strath.ac.uk:88292","doi":null,"is_oa":true,"landing_page_url":"https://strathprints.strath.ac.uk/view/author/837763.html>","pdf_url":"https://strathprints.strath.ac.uk/88292/7/Gounaris-Almoraish-JBR-2024-A-dynamic-relational-approach-to-B2B-customer-experience.pdf","source":{"id":"https://openalex.org/S4306402226","display_name":"Strathprints: The University of Strathclyde institutional repository (University of Strathclyde)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I181647926","host_organization_name":"University of Strathclyde","host_organization_lineage":["https://openalex.org/I181647926"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":null,"raw_type":"Article"},{"id":"pmh:oai:RePEc:eee:jbrese:v:177:y:2024:i:c:s0148296324001103","doi":null,"is_oa":false,"landing_page_url":"http://www.sciencedirect.com/science/article/pii/S0148296324001103","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":{"id":"doi:10.1016/j.jbusres.2024.114606","doi":"https://doi.org/10.1016/j.jbusres.2024.114606","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.jbusres.2024.114606","pdf_url":null,"source":{"id":"https://openalex.org/S93284759","display_name":"Journal of Business Research","issn_l":"0148-2963","issn":["0148-2963","1873-7978"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","ki-jl-2","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Research","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":133,"referenced_works":["https://openalex.org/W189291605","https://openalex.org/W219454198","https://openalex.org/W565231833","https://openalex.org/W579060270","https://openalex.org/W588818583","https://openalex.org/W591962636","https://openalex.org/W610762117","https://openalex.org/W1480949012","https://openalex.org/W1505028990","https://openalex.org/W1535686934","https://openalex.org/W1546777109","https://openalex.org/W1548759086","https://openalex.org/W1586134358","https://openalex.org/W1654255044","https://openalex.org/W1850553878","https://openalex.org/W1873057782","https://openalex.org/W1902097327","https://openalex.org/W1967051573","https://openalex.org/W1967211749","https://openalex.org/W1967941219","https://openalex.org/W1972570464","https://openalex.org/W1973063868","https://openalex.org/W1973440508","https://openalex.org/W1977276329","https://openalex.org/W1977759394","https://openalex.org/W1983225075","https://openalex.org/W1983488389","https://openalex.org/W1987571817","https://openalex.org/W1989502954","https://openalex.org/W1990456827","https://openalex.org/W1990567893","https://openalex.org/W1991623719","https://openalex.org/W1994594134","https://openalex.org/W1996422327","https://openalex.org/W2010645841","https://openalex.org/W2012028914","https://openalex.org/W2012669737","https://openalex.org/W2012888175","https://openalex.org/W2017233206","https://openalex.org/W2017278448","https://openalex.org/W2019882396","https://openalex.org/W2021084883","https://openalex.org/W2021314111","https://openalex.org/W2021949104","https://openalex.org/W2024730954","https://openalex.org/W2025618885","https://openalex.org/W2026368098","https://openalex.org/W2026611124","https://openalex.org/W2028159356","https://openalex.org/W2028184439","https://openalex.org/W2040247369","https://openalex.org/W2041527120","https://openalex.org/W2043867338","https://openalex.org/W2047799127","https://openalex.org/W2050547794","https://openalex.org/W2055570665","https://openalex.org/W2056630987","https://openalex.org/W2057316356","https://openalex.org/W2062870474","https://openalex.org/W2063458738","https://openalex.org/W2068581935","https://openalex.org/W2071573704","https://openalex.org/W2074331828","https://openalex.org/W2075600827","https://openalex.org/W2080664284","https://openalex.org/W2085813326","https://openalex.org/W2087222439","https://openalex.org/W2087932364","https://openalex.org/W2089659310","https://openalex.org/W2093744647","https://openalex.org/W2094013842","https://openalex.org/W2094260684","https://openalex.org/W2094665876","https://openalex.org/W2095909727","https://openalex.org/W2097359812","https://openalex.org/W2099043863","https://openalex.org/W2102549812","https://openalex.org/W2103015947","https://openalex.org/W2106096361","https://openalex.org/W2109239798","https://openalex.org/W2110276745","https://openalex.org/W2110672626","https://openalex.org/W2113578745","https://openalex.org/W2115379661","https://openalex.org/W2115908788","https://openalex.org/W2121633476","https://openalex.org/W2123066627","https://openalex.org/W2125854125","https://openalex.org/W2129539485","https://openalex.org/W2132652356","https://openalex.org/W2137247419","https://openalex.org/W2137276702","https://openalex.org/W2139041217","https://openalex.org/W2139316058","https://openalex.org/W2143615203","https://openalex.org/W2144336601","https://openalex.org/W2146113274","https://openalex.org/W2153942071","https://openalex.org/W2154364384","https://openalex.org/W2154637402","https://openalex.org/W2170094403","https://openalex.org/W2190148096","https://openalex.org/W2301850903","https://openalex.org/W2355993412","https://openalex.org/W2416572746","https://openalex.org/W2422895071","https://openalex.org/W2443974640","https://openalex.org/W2566577514","https://openalex.org/W2602475263","https://openalex.org/W2604639106","https://openalex.org/W2606439493","https://openalex.org/W2804147086","https://openalex.org/W2899176752","https://openalex.org/W2901065167","https://openalex.org/W2904437489","https://openalex.org/W2918376463","https://openalex.org/W2925209126","https://openalex.org/W2944032117","https://openalex.org/W2971568230","https://openalex.org/W2999534076","https://openalex.org/W3004141889","https://openalex.org/W3121958491","https://openalex.org/W3124000707","https://openalex.org/W3134762313","https://openalex.org/W3159084486","https://openalex.org/W3195178614","https://openalex.org/W4229942792","https://openalex.org/W4234372245","https://openalex.org/W4235678817","https://openalex.org/W4281256889","https://openalex.org/W4309702006","https://openalex.org/W6682936006","https://openalex.org/W6735716628"],"related_works":["https://openalex.org/W6980860684","https://openalex.org/W7045499360","https://openalex.org/W6948399884","https://openalex.org/W7126286213","https://openalex.org/W4200445891","https://openalex.org/W7037036846","https://openalex.org/W4293200838","https://openalex.org/W3014221576","https://openalex.org/W2978659888","https://openalex.org/W2918376463"],"abstract_inverted_index":{"Understanding":[0],"the":[1,53,67,108,115,121,128,133,137,143],"formation":[2],"and":[3,40,72,90,92,96,98,117,141],"dynamics":[4],"of":[5,69,85,103,120,136],"B2B":[6],"customer":[7,78,125],"experience":[8],"(CX)":[9],"is":[10],"a":[11,18,35,43,47,58],"key":[12],"priority":[13],"for":[14],"marketing":[15],"academics,":[16],"with":[17,46],"notable":[19],"gap":[20],"necessitating":[21],"empirical":[22],"investigation.":[23],"To":[24],"address":[25],"this":[26],"gap,":[27],"two":[28,87,93],"studies":[29],"were":[30],"conducted.":[31],"The":[32,61,80,110],"first":[33],"utilizes":[34],"mixed-method":[36],"approach":[37],"to":[38],"generate":[39],"empirically":[41],"assess":[42],"CX":[44,140],"measure,":[45],"specific":[48,73],"focus":[49],"on":[50,76,132],"impressions":[51,71,105,135],"during":[52],"service":[54],"delivery":[55],"stage":[56],"from":[57],"relational":[59],"perspective.":[60],"second":[62],"using":[63],"longitudinal":[64],"data":[65],"explored":[66],"impact":[68,107,131],"past":[70,104],"supplier":[74],"offerings":[75],"current":[77],"impressions.":[79],"authors":[81],"identified":[82],"four":[83],"types":[84],"impressions:":[86],"cognitive":[88],"(factual":[89],"sagacious)":[91],"affective":[94,134],"(emotional":[95],"social)":[97],"highlighted":[99],"that":[100],"certain":[101],"aspects":[102],"negatively":[106],"present.":[109],"paper":[111],"further":[112],"elucidates":[113],"how":[114],"technical":[116],"functional":[118,129],"components":[119],"supplier's":[122],"offering":[123],"shape":[124],"impressions,":[126],"confirming":[127],"elements'":[130],"customer\u2019s":[138],"perceived":[139,144],"influencing":[142],"relationship":[145],"quality.":[146]},"counts_by_year":[{"year":2026,"cited_by_count":12},{"year":2025,"cited_by_count":7},{"year":2024,"cited_by_count":2}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2024-03-20T00:00:00"}