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Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles
16 references·16 citing·40 second hopsampled
Proactive Value Co-Creation via Structural Ambidexterity: Customer Success Management and the Modularization of Frontline Roles (2021)Proactive Value Co-Creation via Structura…Case Study Research and Applications: Design and Methods (2017)Case Study Research and Appli…Understanding Customer Experience Throughout the Customer Journey (2016)Understanding Customer Experi…Service Research Priorities in a Rapidly Changing Context (2015)Service Research Priorities i…Institutions and axioms: an extension and update of service-dominant logic (2015)Institutions and axioms: an e…Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Customer Engagement Behavior:…Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory (2010)Basics of Qualitative Researc…Ambidexterity as a dynamic capability: Resolving the innovator's dilemma (2008)Ambidexterity as a dynamic ca…Theory Building From Cases: Opportunities And Challenges (2007)Theory Building From Cases: O…A Strategic Framework for Customer Relationship Management (2005)A Strategic Framework for Cus…The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The Customer Relationship Man…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Qualitative research & evaluation methods (2002)Qualitative research & evalua…Design Rules (2000)Design RulesBuilding Theories from Case Study Research (1989)Building Theories from Case S…Case Research in Marketing: Opportunities, Problems, and a Process (1985)Case Research in Marketing: O…The Interpretation of Cultures (1974)The Interpretation of CulturesUnderstanding the B2B customer experience and journey: A convergence-based lens (2025)Understanding the B2B custome…Subscription offers in business-to-business markets: Conceptualization, taxonomy, and framework for growth (2024)Subscription offers in busine…Creating tension in sales research (2024)Creating tension in sales res…Research on sales and ethics: Mapping the past and charting the future (2023)Research on sales and ethics:…Orchestration of value: the role of customer success managers within sales ecosystems (2023)Orchestration of value: the r…Integrating technology within the sales-service ecosystem: the emergent sales techno-ecosystem (2023)Integrating technology within…Do salesforce management systems actually drive salesperson intentions? (2023)Do salesforce management syst…Customer success management, customer health, and retention in B2B industries (2023)Customer success management, …Customer equity drivers and repurchase intent among B2B customers: the moderating role of perceived switching cost (2023)Customer equity drivers and r…B2B service sales on a digital multi-sided platform: Transformation from value chains to value networks (2023)B2B service sales on a digita…A Systematic Literature Review on IT-enabled value Co-creation: Toward an integrative framework (2023)A Systematic Literature Revie…What drives the implementation of customer success management? Antecedents of customer success management from suppliers' and customers' perspectives (2022)What drives the implementatio…The salesperson as a knowledge broker: The effect of sales influence tactics on customer learning, purchase decision, and profitability (2022)The salesperson as a knowledg…Engaging the sales force in digital solution selling: how sales control systems resolve agency problems to create and capture superior value (2022)Engaging the sales force in d…Do ethics drive value co-creation behavior in online health communities? (2022)Do ethics drive value co-crea…Eight organizational enablers of digital service-sales ambidexterity in industrial firms (2021)Eight organizational enablers…Researching Lived Experience: Human Science for an Action Sensitive Pedagogy (1990)Narrative Inquiry: Experience and Story in Qualitative Research (1999)Qualitative Descriptive Methods in Health Science Research (2016)Thematic analysis of qualitative research data: Is it as easy as it sounds? (2018)A Step-by-Step Process of Thematic Analysis to Develop a Conceptual Model in Qualitative Research (2023)An Evolutionary Theory of Economic Change. (1983)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)The Commitment-Trust Theory of Relationship Marketing (1994)The Behavioral Consequences of Service Quality (1996)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Consumer engagement in a virtual brand community: An exploratory analysis (2011)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)Setting the future of digital and social media marketing research: Perspectives and research propositions (2020)The Discovery of Grounded Theory; Strategies for Qualitative Research (1968)The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)Case Study Research: Design and Methods (1991)Socioemotional Wealth in Family Firms (2012)Process Studies of Change in Organization and Management: Unveiling Temporality, Activity, and Flow (2013)Building dynamic capabilities for digital transformation: An ongoing process of strategic renewal (2018)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption (2000)Designing conceptual articles: four approaches (2020)The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields (1983)Economic Action and Social Structure: The Problem of Embeddedness (1985)Institutions, Institutional Change and Economic Performance (1990)S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM (2016)Service-dominant logic 2025 (2016)Demonstrating Rigor Using Thematic Analysis: A Hybrid Approach of Inductive and Deductive Coding and Theme Development (2006)Code Saturation Versus Meaning Saturation (2016)How to plan and perform a qualitative study using content analysis (2016)Applying Thematic Analysis to Education: A Hybrid Approach to Interpreting Data in Practitioner Research (2020)Case Study Methodology of Qualitative Research: Key Attributes and Navigating the Conundrums in Its Application (2020)Taking America Back for God (2020)Value creation in E‐business (2001)Knowing in Practice: Enacting a Collective Capability in Distributed Organizing (2002)Seeking Qualitative Rigor in Inductive Research (2012)Managing Legitimacy: Strategic and Institutional Approaches (1995)Framing Processes and Social Movements: An Overview and Assessment (2000)
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References

  • 1974The Interpretation of Cultures19,154 cited
  • 1989Building Theories from Case Study Research17,437 cited
  • 2007Theory Building From Cases: Opportunities And Challenges16,654 cited
  • 2002Qualitative research & evaluation methods15,582 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 2017Case Study Research and Applications: Design and Methods9,643 cited
  • 2010Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory8,310 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
  • 2015Institutions and axioms: an extension and update of service-dominant logic3,692 cited
  • 2010Customer Engagement Behavior: Theoretical Foundations and Research Directions3,536 cited
  • 2000Design Rules3,501 cited
  • 2008Ambidexterity as a dynamic capability: Resolving the innovator's dilemma2,429 cited
  • 2005A Strategic Framework for Customer Relationship Management2,094 cited
  • 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance1,686 cited
  • 1985Case Research in Marketing: Opportunities, Problems, and a Process1,557 cited

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  • 2015Service Research Priorities in a Rapidly Changing Context1,469 cited
  • Cited by

    • 2023Customer success management, customer health, and retention in B2B industries53 cited
    • 2024Subscription offers in business-to-business markets: Conceptualization, taxonomy, and framework for growth48 cited
    • 2023B2B service sales on a digital multi-sided platform: Transformation from value chains to value networks39 cited
    • 2022What drives the implementation of customer success management? Antecedents of customer success management from suppliers' and customers' perspectives36 cited
    • 2023Do salesforce management systems actually drive salesperson intentions?33 cited
    • 2023Research on sales and ethics: Mapping the past and charting the future29 cited
    • 2022Do ethics drive value co-creation behavior in online health communities?28 cited
    • 2022Engaging the sales force in digital solution selling: how sales control systems resolve agency problems to create and capture superior value27 cited
    • 2022The salesperson as a knowledge broker: The effect of sales influence tactics on customer learning, purchase decision, and profitability26 cited
    • 2025Understanding the B2B customer experience and journey: A convergence-based lens20 cited
    • 2023Customer equity drivers and repurchase intent among B2B customers: the moderating role of perceived switching cost20 cited
    • 2023Integrating technology within the sales-service ecosystem: the emergent sales techno-ecosystem18 cited
    • 2021Eight organizational enablers of digital service-sales ambidexterity in industrial firms18 cited
    • 2023Orchestration of value: the role of customer success managers within sales ecosystems14 cited
    • 2023A Systematic Literature Review on IT-enabled value Co-creation: Toward an integrative framework14 cited
    • 2024Creating tension in sales research13 cited