Disintermediation in Business-to-Business Service Channels: Mechanisms and Challenges

Abstract

Purpose: The aim of this article is to delineate a number of different disintermediation mechanisms within the context of business-to-business (B2B) service channels and to identify the specific challenges associated with adopting these mechanisms.

Methodology: The research was conducted in accordance with abductive reasoning, moving continuously between the empirical world of 4 industrial (B2B) firms and the model world.

Findings: This article delineates a choice of 6 disintermediation mechanisms and their attendant challenges within the context of industrial service channels.

Contribution: The article provides an original conceptualization of disintermediation, which is detached from the traditional understanding of the concept. As such, it constitutes a useful starting point for the development of a formal theory of disintermediation.

Implications for Practice: This article should be useful for practitioners, because it presents various disintermediation options available to industrial firms faced by undesired intermediaries in their industrial service channels.

Keywords:

• service
• disintermediation
• industrial marketing
• intermediaries
• servitization
• industrial marketing
• business marketing

ACKNOWLEDGMENT

We are grateful for the financial support of the Swedish Governmental Agency for Innovation Systems (Vinnova).