A4 Conference proceedings

The Impact of Product, Service and Relationship Capabilities on Digital Service Performance

Publication Details
Authors: Sore Sariseelia, Saunila Minna, Ukko Juhani, Rantanen Hannu
Publication year: 2018
Language: English
Title of parent publication: 20th International Working Seminar on Production Economics
JUFO-Level of this publication: 0
Permanent website address: http://www.medifas.net/IGLS/Index.htm
Open Access: Not an Open Access publication


This study focuses on the connection between digital service capabilities and digital service performance. More specifically, it examines which capabilities determine the digital service performance of companies that sell goods and/or services online. The capabilities (i.e., product, service, and relationship capabilities) are studied in three dimensions of performance: financial, operational, and sales. The novelty of this research is that it examines the connection in the business-to-business (B2B) context. Building on a survey conducted among companies that have an online shop in use and are located in Finland, the results show that digital service capabilities contribute to digital service performance. Thus, the study contributes to the literature by providing a full model of various determinants of digital service performance.

Last updated on 2020-28-02 at 10:45