Research graph
References from When Platforms Displace Routine Relationships: Electronic Service Quality, Behavioral Predictability, and the Dual-Threshold Logic of Customer Loyalty in B2B Digital Service Platforms. Local targets link to admitted publications; unresolved targets remain external evidence.
Digital platform ecosystems
10.1007/s12525-019-00377-4 · 2020 · External reference
Digital platforms for business-to-business markets: A systematic review and future research agenda
10.1016/j.jbusres.2021.08.031 · 2021 · External reference
Digital service innovation in B2B markets
10.1108/josm-12-2022-0403 · 2024 · External reference
Multi-sided platforms in B2B contexts: The role of affiliation costs and interdependencies in adoption decisions
10.1016/j.indmarman.2019.07.001 · 2020 · External reference
B2B digital platform adoption by SMEs and large firms: Pathways and pitfalls
10.1016/j.indmarman.2023.08.002 · 2023 · External reference
Transforming provider-customer relationships in digital servitization: A relational view on digitalization
10.1016/j.indmarman.2020.02.004 · 2020 · External reference
How B2B platform improves Buyers’ performance: Insights into platform’s substitution effect
10.1016/j.jbusres.2022.01.060 · 2022 · External reference
Co-evolution of platform architecture, platform services, and platform governance: Expanding the platform value of industrial digital platforms
10.1016/j.technovation.2020.102218 · 2022 · External reference
A socio-technical view of platform ecosystems: Systematic review and research agenda
10.1016/j.jbusres.2021.01.060 · 2021 · External reference
Moving towards digital platforms revolution? Antecedents, determinants and conceptual framework for offline B2B networks
10.1016/j.jbusres.2021.12.036 · 2022 · External reference
Toward a new era of cooperation: How industrial digital platforms transform business models in Industry 4.0
10.1016/j.jbusres.2021.11.062 · 2022 · External reference
Digital servitization business models in ecosystems: A theory of the firm
10.1016/j.jbusres.2019.06.027 · 2019 · External reference
Adopting a platform approach in servitization: Leveraging the value of digitalization
10.1016/j.ijpe.2016.12.033 · 2017 · External reference
Service growth in product firms: Past, present, and future
10.1016/j.indmarman.2016.10.015 · 2017 · External reference
The implications of multi-sided platforms in managing digital business ecosystems
10.1016/j.jbusres.2024.114544 · 2024 · External reference
Developing and leveraging platforms in a traditional industry: An orchestration and co-creation perspective
10.1016/j.indmarman.2020.10.007 · 2021 · External reference
Transformational shifts through digital servitization
10.1016/j.indmarman.2020.02.005 · 2020 · External reference
Servitization: A contemporary thematic review of four major research streams
10.1016/j.indmarman.2019.03.015 · 2019 · External reference
A PLS-SEM approach to understanding E-SQ, e-satisfaction and e-loyalty for fashion e-retailers in Spain
10.1016/j.jretconser.2020.102201 · 2020 · External reference
Technology readiness and e-service quality–impact on purchase intention and loyalty
10.1108/mip-06-2021-0196 · 2022 · External reference
10.3390/math10132328
10.3390/math10132328 · External reference
Assessing the impact of AI-chatbot service quality on user e-brand loyalty through chatbot user trust, experience and electronic word of mouth
10.1016/j.jretconser.2024.103867 · 2024 · External reference
The future of work: Understanding the effectiveness of collaboration between human and digital employees in service
10.1177/10946705241229419 · 2025 · External reference
Replaced by a robot: Service implications in the age of the machine
10.1177/1094670520933354 · 2021 · External reference
How information technology automates and augments processes: Insights from Artificial-Intelligence-based systems in professional service operations
10.1002/joom.1215 · 2022 · External reference
Equivalence testing for psychological research: A tutorial
2018 · External reference
The economics of organization: The transaction cost approach
10.1086/227496 · 1981 · External reference
The digital economy and the growth dynamics of sharing platforms: A transaction cost economics assessment
10.1016/j.jdec.2023.01.002 · 2022 · External reference
Some explorations in initial interaction and beyond: Toward a developmental theory of interpersonal communication
10.1111/j.1468-2958.1975.tb00258.x · 1974 · External reference
Assessing measurement model quality in PLS-SEM using confirmatory composite analysis
10.1016/j.jbusres.2019.11.069 · 2020 · External reference
How to specify, estimate, and validate higher-order constructs in PLS-SEM
10.1016/j.ausmj.2019.05.003 · 2019 · External reference
When predictors of outcomes are necessary: Guidelines for the combined use of PLS-SEM and NCA
10.1108/imds-11-2019-0638 · 2020 · External reference
Necessary condition analysis (NCA) logic and methodology of “necessary but not sufficient” causality
10.1177/1094428115584005 · 2016 · External reference
ES-QUAL: A multiple-item scale for assessing electronic service quality
10.1177/1094670504271156 · 2005 · External reference
The DeLone and McLean model of information systems success: A ten-year update
10.1080/07421222.2003.11045748 · 2003 · External reference
A critical review of construct indicators and measurement model misspecification in marketing and consumer research
10.1086/376806 · 2003 · External reference
Transaction cost theory: Past progress, current challenges, and suggestions for the future
10.5465/annals.2019.0051 · 2021 · External reference
Key account management in B2B marketing: A systematic literature review and research agenda
10.1016/j.jbusres.2022.113541 · 2023 · External reference
The impact of servitization and digitization on productivity and profitability of the firm: A systematic approach
10.1080/09537287.2020.1718793 · 2021 · External reference
Does strategic management of digital technologies influence electronic word-of-mouth (eWOM) and customer loyalty? Empirical insights from B2B platform economy
10.1016/j.jbusres.2022.113548 · 2023 · External reference
Resource orchestration and scaling-up of platform-based entrepreneurial firms: The logic of dialectic tuning
10.1111/joms.12854 · 2023 · External reference
Necessary condition analysis (NCA): Review of research topics and guidelines for good practice
2023 · External reference
Building and testing necessity theories in supply chain management
10.1111/jscm.12287 · 2023 · External reference
Adoption paths of digital transformation in manufacturing SME
10.1016/j.ijpe.2022.108675 · 2023 · External reference
When to use and how to report the results of PLS-SEM
10.1108/ebr-11-2018-0203 · 2019 · External reference
PLS-SEM’s most wanted guidance
10.1108/ijchm-04-2022-0474 · 2023 · External reference
Indirect effects in sequential mediation models: Evaluating methods for hypothesis testing and confidence interval formation
10.1080/00273171.2019.1618545 · 2020 · External reference
A statistical significance test for necessary condition analysis
10.1177/1094428118795272 · 2020 · External reference
Analyzing relationships of necessity not just in kind but also in degree: Complementing fsQCA with NCA
10.1177/0049124115626179 · 2018 · External reference
Blockchain technology for building buyer-supplier trust and transparency in supply chains: An experimental study on P2P online marketplace vendors
10.1016/j.indmarman.2024.12.004 · 2025 · External reference
The effect of buyer digital capability advantage on supplier unethical behavior: A moderated mediation model of relationship transparency and relational capital
10.1016/j.ijpe.2022.108603 · 2022 · External reference
Are B2B data breaches concerning? Consequences of buyer’s or firm’s data loss on buyer and supplier related outcomes
10.1016/j.indmarman.2024.03.007 · 2024 · External reference
To err is human (-oid): How do consumers react to robot service failure and recovery?
10.1177/1094670520978798 · 2021 · External reference
The behavioral consequences of service quality
10.1177/002224299606000203 · 1996 · External reference
A model of customer satisfaction with service encounters involving failure and recovery
10.1177/002224379903600305 · 1999 · External reference
Can chatbot customer service match human service agents on customer satisfaction? An investigation in the role of trust
10.1016/j.jretconser.2023.103600 · 2024 · External reference
Serving customers through chatbots: Positive and negative effects on customer experience
10.1108/jstp-01-2023-0015 · 2024 · External reference
Resource orchestration to create competitive advantage: Breadth, depth, and life cycle effects
2011 · External reference
Engaged to a robot? The role of AI in service
10.1177/1094670520902266 · 2021 · External reference
Frontline encounters of the AI kind: An evolved service encounter framework
10.1016/j.jbusres.2019.08.038 · 2020 · External reference
Dynamic capabilities and multi-sided platforms: Fostering organizational agility, flexibility, and resilience in B2B service ecosystems
10.1016/j.indmarman.2025.01.006 · 2025 · External reference
Strategies for designing and growing business-to-business platforms A study of six cases across industrial sectors in Germany
2024 · External reference
Thinking skills don’t protect service workers from replacement by artificial intelligence
10.1177/10946705221104312 · 2022 · External reference
Common method bias: It’s bad, it’s complex, it’s widespread, and it’s not easy to fix
10.1146/annurev-orgpsych-110721-040030 · 2024 · External reference
Service research priorities: Managing and delivering service in turbulent times
10.1177/10946705211021915 · 2021 · External reference
Service robots, customers and service employees: What can we learn from the academic literature and where are the gaps?
10.1108/jstp-04-2019-0088 · 2020 · External reference
Generative AI meets service robots
10.1177/10946705251340487 · 2025 · External reference
How information technology automates and augments processes: Insights from Artificial-Intelligence-based systems in professional service operations
10.1002/joom.1215 · ExternalCitation · doi-reference
Digital platform ecosystems
10.1007/s12525-019-00377-4 · ExternalCitation · doi-reference
How to specify, estimate, and validate higher-order constructs in PLS-SEM
10.1016/j.ausmj.2019.05.003 · ExternalCitation · doi-reference
Adopting a platform approach in servitization: Leveraging the value of digitalization
10.1016/j.ijpe.2016.12.033 · ExternalCitation · doi-reference
The effect of buyer digital capability advantage on supplier unethical behavior: A moderated mediation model of relationship transparency and relational capital
10.1016/j.ijpe.2022.108603 · ExternalCitation · doi-reference
Adoption paths of digital transformation in manufacturing SME
10.1016/j.ijpe.2022.108675 · ExternalCitation · doi-reference
Service growth in product firms: Past, present, and future
10.1016/j.indmarman.2016.10.015 · ExternalCitation · doi-reference
Servitization: A contemporary thematic review of four major research streams
10.1016/j.indmarman.2019.03.015 · ExternalCitation · doi-reference
Multi-sided platforms in B2B contexts: The role of affiliation costs and interdependencies in adoption decisions
10.1016/j.indmarman.2019.07.001 · ExternalCitation · doi-reference
Transforming provider-customer relationships in digital servitization: A relational view on digitalization
10.1016/j.indmarman.2020.02.004 · ExternalCitation · doi-reference
Transformational shifts through digital servitization
10.1016/j.indmarman.2020.02.005 · ExternalCitation · doi-reference
Developing and leveraging platforms in a traditional industry: An orchestration and co-creation perspective
10.1016/j.indmarman.2020.10.007 · ExternalCitation · doi-reference
B2B digital platform adoption by SMEs and large firms: Pathways and pitfalls
10.1016/j.indmarman.2023.08.002 · ExternalCitation · doi-reference
Are B2B data breaches concerning? Consequences of buyer’s or firm’s data loss on buyer and supplier related outcomes
10.1016/j.indmarman.2024.03.007 · ExternalCitation · doi-reference
Blockchain technology for building buyer-supplier trust and transparency in supply chains: An experimental study on P2P online marketplace vendors
10.1016/j.indmarman.2024.12.004 · ExternalCitation · doi-reference
Dynamic capabilities and multi-sided platforms: Fostering organizational agility, flexibility, and resilience in B2B service ecosystems
10.1016/j.indmarman.2025.01.006 · ExternalCitation · doi-reference
Digital servitization business models in ecosystems: A theory of the firm
10.1016/j.jbusres.2019.06.027 · ExternalCitation · doi-reference
Frontline encounters of the AI kind: An evolved service encounter framework
10.1016/j.jbusres.2019.08.038 · ExternalCitation · doi-reference
Assessing measurement model quality in PLS-SEM using confirmatory composite analysis
10.1016/j.jbusres.2019.11.069 · ExternalCitation · doi-reference
A socio-technical view of platform ecosystems: Systematic review and research agenda
10.1016/j.jbusres.2021.01.060 · ExternalCitation · doi-reference
Digital platforms for business-to-business markets: A systematic review and future research agenda
10.1016/j.jbusres.2021.08.031 · ExternalCitation · doi-reference
Toward a new era of cooperation: How industrial digital platforms transform business models in Industry 4.0
10.1016/j.jbusres.2021.11.062 · ExternalCitation · doi-reference
Moving towards digital platforms revolution? Antecedents, determinants and conceptual framework for offline B2B networks
10.1016/j.jbusres.2021.12.036 · ExternalCitation · doi-reference
How B2B platform improves Buyers’ performance: Insights into platform’s substitution effect
10.1016/j.jbusres.2022.01.060 · ExternalCitation · doi-reference
Key account management in B2B marketing: A systematic literature review and research agenda
10.1016/j.jbusres.2022.113541 · ExternalCitation · doi-reference
Does strategic management of digital technologies influence electronic word-of-mouth (eWOM) and customer loyalty? Empirical insights from B2B platform economy
10.1016/j.jbusres.2022.113548 · ExternalCitation · doi-reference
The implications of multi-sided platforms in managing digital business ecosystems
10.1016/j.jbusres.2024.114544 · ExternalCitation · doi-reference
The digital economy and the growth dynamics of sharing platforms: A transaction cost economics assessment
10.1016/j.jdec.2023.01.002 · ExternalCitation · doi-reference
A PLS-SEM approach to understanding E-SQ, e-satisfaction and e-loyalty for fashion e-retailers in Spain
10.1016/j.jretconser.2020.102201 · ExternalCitation · doi-reference
Can chatbot customer service match human service agents on customer satisfaction? An investigation in the role of trust
10.1016/j.jretconser.2023.103600 · ExternalCitation · doi-reference
Assessing the impact of AI-chatbot service quality on user e-brand loyalty through chatbot user trust, experience and electronic word of mouth
10.1016/j.jretconser.2024.103867 · ExternalCitation · doi-reference
Co-evolution of platform architecture, platform services, and platform governance: Expanding the platform value of industrial digital platforms
10.1016/j.technovation.2020.102218 · ExternalCitation · doi-reference
Indirect effects in sequential mediation models: Evaluating methods for hypothesis testing and confidence interval formation
10.1080/00273171.2019.1618545 · ExternalCitation · doi-reference
The DeLone and McLean model of information systems success: A ten-year update
10.1080/07421222.2003.11045748 · ExternalCitation · doi-reference
The impact of servitization and digitization on productivity and profitability of the firm: A systematic approach
10.1080/09537287.2020.1718793 · ExternalCitation · doi-reference
The economics of organization: The transaction cost approach
10.1086/227496 · ExternalCitation · doi-reference
A critical review of construct indicators and measurement model misspecification in marketing and consumer research
10.1086/376806 · ExternalCitation · doi-reference
When to use and how to report the results of PLS-SEM
10.1108/ebr-11-2018-0203 · ExternalCitation · doi-reference
PLS-SEM’s most wanted guidance
10.1108/ijchm-04-2022-0474 · ExternalCitation · doi-reference
When predictors of outcomes are necessary: Guidelines for the combined use of PLS-SEM and NCA
10.1108/imds-11-2019-0638 · ExternalCitation · doi-reference
Digital service innovation in B2B markets
10.1108/josm-12-2022-0403 · ExternalCitation · doi-reference
Serving customers through chatbots: Positive and negative effects on customer experience
10.1108/jstp-01-2023-0015 · ExternalCitation · doi-reference
Service robots, customers and service employees: What can we learn from the academic literature and where are the gaps?
10.1108/jstp-04-2019-0088 · ExternalCitation · doi-reference
Technology readiness and e-service quality–impact on purchase intention and loyalty
10.1108/mip-06-2021-0196 · ExternalCitation · doi-reference
Some explorations in initial interaction and beyond: Toward a developmental theory of interpersonal communication
10.1111/j.1468-2958.1975.tb00258.x · ExternalCitation · doi-reference
Resource orchestration and scaling-up of platform-based entrepreneurial firms: The logic of dialectic tuning
10.1111/joms.12854 · ExternalCitation · doi-reference
Building and testing necessity theories in supply chain management
10.1111/jscm.12287 · ExternalCitation · doi-reference
Common method bias: It’s bad, it’s complex, it’s widespread, and it’s not easy to fix
10.1146/annurev-orgpsych-110721-040030 · ExternalCitation · doi-reference
The behavioral consequences of service quality
10.1177/002224299606000203 · ExternalCitation · doi-reference
A model of customer satisfaction with service encounters involving failure and recovery
10.1177/002224379903600305 · ExternalCitation · doi-reference
Analyzing relationships of necessity not just in kind but also in degree: Complementing fsQCA with NCA
10.1177/0049124115626179 · ExternalCitation · doi-reference
Necessary condition analysis (NCA) logic and methodology of “necessary but not sufficient” causality
10.1177/1094428115584005 · ExternalCitation · doi-reference
A statistical significance test for necessary condition analysis
10.1177/1094428118795272 · ExternalCitation · doi-reference
ES-QUAL: A multiple-item scale for assessing electronic service quality
10.1177/1094670504271156 · ExternalCitation · doi-reference
Engaged to a robot? The role of AI in service
10.1177/1094670520902266 · ExternalCitation · doi-reference
Replaced by a robot: Service implications in the age of the machine
10.1177/1094670520933354 · ExternalCitation · doi-reference
To err is human (-oid): How do consumers react to robot service failure and recovery?
10.1177/1094670520978798 · ExternalCitation · doi-reference
Service research priorities: Managing and delivering service in turbulent times
10.1177/10946705211021915 · ExternalCitation · doi-reference
Thinking skills don’t protect service workers from replacement by artificial intelligence
10.1177/10946705221104312 · ExternalCitation · doi-reference
The future of work: Understanding the effectiveness of collaboration between human and digital employees in service
10.1177/10946705241229419 · ExternalCitation · doi-reference
Generative AI meets service robots
10.1177/10946705251340487 · ExternalCitation · doi-reference
10.3390/math10132328
10.3390/math10132328 · ExternalCitation · doi-reference
Transaction cost theory: Past progress, current challenges, and suggestions for the future
10.5465/annals.2019.0051 · ExternalCitation · doi-reference
