Retaining Clients in B2B E-Marketplaces: What Do SMEs Demand?

Qiqi Jiang, Chee Wei Phang, Chuan-Hoo Tan, Jiayu Chi

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

Resumé

Business-to-business (B2B) e-marketplaces serve local small and medium-sized enterprises (SMEs) by assisting them in connecting with potential overseas buyers. They leverage multiple channels to connect with and bring potential leads to SMEs. The authors’ understanding of such an intermediary has been either largely impaired by limited studies on the services that e-marketplaces should offer or implicitly deduced from business-to-consumer studies. In this work, the authors attempt to unveil whether the efforts that an e-marketplace has made are associated with the continuance of its SME clients. To answer thisresearch question, a set of data from a B2B e-marketplace connecting qualified SMEs with overseas buyers was used for analysis, and they discovered three results. First, generating many online leads is negatively associated with SMEs’ continuance with such an e-marketplace company. Second, organizing many online videoconferencing meetings between SMEs and buyers can promote this tendency, which is different from organizing many offline meetings. Third, onsite visits that e-marketplace salespersons make can attenuate the negative effect of the generation of online leads. Their follow-up interviews unveiled that SMEs only desire sufficient attention to obtain tangible results from a B2B e-marketplace.
OriginalsprogEngelsk
TidsskriftJournal of Global Information Management
Vol/bind27
Udgave nummer3
Sider (fra-til)19-37
Antal sider19
ISSN1062-7375
DOI
StatusUdgivet - 2019

Emneord

  • B2B
  • Customer retention
  • E-marketplaces
  • Small and Medium-Sized Enterprises (SMEs)

Citer dette

Jiang, Qiqi ; Phang, Chee Wei ; Tan, Chuan-Hoo ; Chi, Jiayu. / Retaining Clients in B2B E-Marketplaces : What Do SMEs Demand?. I: Journal of Global Information Management. 2019 ; Bind 27, Nr. 3. s. 19-37.
@article{42f17d63541f4c9692e660d44e5109ca,
title = "Retaining Clients in B2B E-Marketplaces: What Do SMEs Demand?",
abstract = "Business-to-business (B2B) e-marketplaces serve local small and medium-sized enterprises (SMEs) by assisting them in connecting with potential overseas buyers. They leverage multiple channels to connect with and bring potential leads to SMEs. The authors’ understanding of such an intermediary has been either largely impaired by limited studies on the services that e-marketplaces should offer or implicitly deduced from business-to-consumer studies. In this work, the authors attempt to unveil whether the efforts that an e-marketplace has made are associated with the continuance of its SME clients. To answer thisresearch question, a set of data from a B2B e-marketplace connecting qualified SMEs with overseas buyers was used for analysis, and they discovered three results. First, generating many online leads is negatively associated with SMEs’ continuance with such an e-marketplace company. Second, organizing many online videoconferencing meetings between SMEs and buyers can promote this tendency, which is different from organizing many offline meetings. Third, onsite visits that e-marketplace salespersons make can attenuate the negative effect of the generation of online leads. Their follow-up interviews unveiled that SMEs only desire sufficient attention to obtain tangible results from a B2B e-marketplace.",
keywords = "B2B, Customer retention, E-marketplaces, Small and Medium-Sized Enterprises (SMEs), B2B, Customer retention, E-marketplaces, Small and Medium-Sized Enterprises (SMEs)",
author = "Qiqi Jiang and Phang, {Chee Wei} and Chuan-Hoo Tan and Jiayu Chi",
year = "2019",
doi = "10.4018/JGIM.2019070102",
language = "English",
volume = "27",
pages = "19--37",
journal = "Journal of Global Information Management",
issn = "1062-7375",
publisher = "I G I Global",
number = "3",

}

Retaining Clients in B2B E-Marketplaces : What Do SMEs Demand? / Jiang, Qiqi ; Phang, Chee Wei; Tan, Chuan-Hoo; Chi, Jiayu.

I: Journal of Global Information Management, Bind 27, Nr. 3, 2019, s. 19-37.

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

TY - JOUR

T1 - Retaining Clients in B2B E-Marketplaces

T2 - What Do SMEs Demand?

AU - Jiang, Qiqi

AU - Phang, Chee Wei

AU - Tan, Chuan-Hoo

AU - Chi, Jiayu

PY - 2019

Y1 - 2019

N2 - Business-to-business (B2B) e-marketplaces serve local small and medium-sized enterprises (SMEs) by assisting them in connecting with potential overseas buyers. They leverage multiple channels to connect with and bring potential leads to SMEs. The authors’ understanding of such an intermediary has been either largely impaired by limited studies on the services that e-marketplaces should offer or implicitly deduced from business-to-consumer studies. In this work, the authors attempt to unveil whether the efforts that an e-marketplace has made are associated with the continuance of its SME clients. To answer thisresearch question, a set of data from a B2B e-marketplace connecting qualified SMEs with overseas buyers was used for analysis, and they discovered three results. First, generating many online leads is negatively associated with SMEs’ continuance with such an e-marketplace company. Second, organizing many online videoconferencing meetings between SMEs and buyers can promote this tendency, which is different from organizing many offline meetings. Third, onsite visits that e-marketplace salespersons make can attenuate the negative effect of the generation of online leads. Their follow-up interviews unveiled that SMEs only desire sufficient attention to obtain tangible results from a B2B e-marketplace.

AB - Business-to-business (B2B) e-marketplaces serve local small and medium-sized enterprises (SMEs) by assisting them in connecting with potential overseas buyers. They leverage multiple channels to connect with and bring potential leads to SMEs. The authors’ understanding of such an intermediary has been either largely impaired by limited studies on the services that e-marketplaces should offer or implicitly deduced from business-to-consumer studies. In this work, the authors attempt to unveil whether the efforts that an e-marketplace has made are associated with the continuance of its SME clients. To answer thisresearch question, a set of data from a B2B e-marketplace connecting qualified SMEs with overseas buyers was used for analysis, and they discovered three results. First, generating many online leads is negatively associated with SMEs’ continuance with such an e-marketplace company. Second, organizing many online videoconferencing meetings between SMEs and buyers can promote this tendency, which is different from organizing many offline meetings. Third, onsite visits that e-marketplace salespersons make can attenuate the negative effect of the generation of online leads. Their follow-up interviews unveiled that SMEs only desire sufficient attention to obtain tangible results from a B2B e-marketplace.

KW - B2B

KW - Customer retention

KW - E-marketplaces

KW - Small and Medium-Sized Enterprises (SMEs)

KW - B2B

KW - Customer retention

KW - E-marketplaces

KW - Small and Medium-Sized Enterprises (SMEs)

UR - https://sfx-45cbs.hosted.exlibrisgroup.com/45cbs?url_ver=Z39.88-2004&url_ctx_fmt=info:ofi/fmt:kev:mtx:ctx&ctx_enc=info:ofi/enc:UTF-8&ctx_ver=Z39.88-2004&rfr_id=info:sid/sfxit.com:azlist&sfx.ignore_date_threshold=1&rft.object_id=954921422557&rft.object_portfolio_id=&svc.holdings=yes&svc.fulltext=yes

U2 - 10.4018/JGIM.2019070102

DO - 10.4018/JGIM.2019070102

M3 - Journal article

VL - 27

SP - 19

EP - 37

JO - Journal of Global Information Management

JF - Journal of Global Information Management

SN - 1062-7375

IS - 3

ER -