References
- Abukhader, S. M. 2015. ERP implementation in the private hospitals of Saudi Arabia. International Journal of Healthcare Management 8 (2):77–88. doi:https://doi.org/10.1179/2047971914Y.0000000092.
- Acar, F. M., T. Merve, Z. Halil, Z. Selim, and D. Dursun. 2017. Knowledge management and ERP: Complementary or contradictory? International Journal of Information Management 37 (6):703–12. doi:https://doi.org/10.1016/j.ijinfomgt.2017.05.007.
- Addo-Tenkorang, R., and P. Helo 2011, Enterprise resource planning (ERP): A review literature report. Proceedings of the World Congress On Engineering and Computer Science, San Francisco, USA. Vol. 2. (pp. 19–21). October.
- Ahearne, M., A. Rapp, B. J. Mariadoss, and S. Ganesan. 2012. Challenges of CRM implementation in business to business markets: A contingency perspective. Journal of Personal Selling & Sales Management 32 (1):117–29. doi:https://doi.org/10.2753/PSS0885-3134320110.
- Avlonitis, G. J., and D. A. Karayanni. 2000. The impact of internet use on business-to business marketing examples from American and European companies. Industrial Marketing Management 29 (5):441–59. doi:https://doi.org/10.1016/S0019-8501(99)00071-1.
- Barrett, S., and B. Konsynski. 1982. Inter-Organization information sharing systems. MIS Quarterly 6 ( Special Issue):93–105. doi:https://doi.org/10.2307/248993.
- Bess, K. D. 2015. The impact of everyday experiences on planned organizational change: Applying schematic change theory to the study of narratives in community-based organizations. Journal of Community Psychology 43 (6):739–59. doi:https://doi.org/10.1002/jcop.21757.
- Bitner, M. J., S. W. Brown, and M. L. Meuter. 2002. Technology infusion in service encounters. Journal of the Academy of Marketing Science 28 (1):138–49. doi:https://doi.org/10.1177/0092070300281013.
- Blackstone, J. H., Jr., and J. F. Cox. 2005. APICS Dictionary - The Educational Society for Resource Management, English. 2005. 11th ed. Alexandria, VA: APICS.
- Botta-Genoulaz, V., and P. A. Millet. 2006. An investigation into the use of ERP systems in the service sector. International Journal of Production Economics 99 (1):202–21. doi:https://doi.org/10.1016/j.ijpe.2004.12.015.
- Cambra‐Fierro, J. J., and Y. Polo‐Redondo. 2008. Creating satisfaction in the demand‐supply chain: The buyers’ perspective. Supply Chain Management: An International Journal 13 (3):211–24. doi:https://doi.org/10.1108/13598540810871253.
- Campo, S., N. Rubio, and M. J. Yagüe. 2010. Information technology use and firm’s perceived performance in supply chain management. Journal of Business-to-Business Marketing 17 (4):336–64. doi:https://doi.org/10.1080/10517120903574649.
- Carr, A. S., and L. R. Smeltzer. 2002. The relationship between information technology use and buyer–supplier relationships: An exploratory analysis of the buying firm’s perspective. IEEE Transactions On Engineering Management 49 (3):293–304. doi:https://doi.org/10.1109/TEM.2002.803389.
- Cascio, R., B. J. Mariadoss, and N. Mouri. 2010. The impact of management commitment alignment on salespersons’ adoption of sales force automation technologies: An empirical investigation. Industrial Marketing Management 39 (7):1088–96. doi:https://doi.org/10.1016/j.indmarman.2009.12.010.
- Chang, M., W. Cheung, C. Cheng, and J. H. Y. Yeung. 2008. Understanding ERP system adoption from the user’s perspective. International Journal of Production Economics 113 (2):928–42. doi:https://doi.org/10.1016/j.ijpe.2007.08.011.
- Charon, J. M. 2007. Symbolic interactionism: An introduction, an interpretation, an integration. Englewood Cliffs, NJ: Prentice Hall.
- Chiarini, A., E. Vagnoni, and L. Chiarini. 2018. ERP implementation in public healthcare, achievable benefits and encountered criticalities – An investigation from Italy. International Journal of Services and Operations Management 29 (1):1–17. doi:https://doi.org/10.1504/IJSOM.2018.088460.
- Chou, D., H. Bindu Tripuramallu, and A. Chou. 2005. BI and ERP integration. Information Management & Computer Security 13 (5):340–49. doi:https://doi.org/10.1108/09685220510627241.
- Chou, S. W., and Y. C. Chang. 2008. The implementation factors that influence the ERP (enterprise resource planning) benefits. Decision Support Systems 46 (1):149–57. doi:https://doi.org/10.1016/j.dss.2008.06.003.
- Chung, B. Y., M. J. Skibniewski, H. C. Lucas, and Y. H. Kwak. 2008. Analyzing enterprise resource planning system implementing success factors in the engineering-construction industry. ASCE Journal of Computing in Civil Engineering 22 (6):373–82. doi:https://doi.org/10.1061/(ASCE)0887-3801(2008)22:6(373).
- Davenport, T. H., J. G. Harris, and S. Cantrell. 2004. Enterprise systems and ongoing process change. Business Process Management Journal 10 (1):16–26. doi:https://doi.org/10.1108/14637150410518301.
- Davenport, T. H. 2000, Does ERP buqd a better business?, CIO magazine (February), http://nmiu>2.cio.com/archive/021500_excerptj:outent.html.
- Dubois, A., and L. E. Gadde. 2014. “Systematic combining”—A decade later. Journal of Business Research 67 (6):1277–84. doi:https://doi.org/10.1016/j.jbusres.2013.03.036.
- Eakman, P., P. Thilenius, and T. Windahl. 2014. Extending the ERP system: Considering the business relationship portfolio. Business Process Management Journal 20 (3):480–501. doi:https://doi.org/10.1108/BPMJ-08-2012-0085.
- Eakman, P. 2006, Enterprise systems & business relationships. The utilization of IT in the business with consumers and suppliers, Doctoral Dissertation. Mälarden University Press Dissertation No. 29.
- Ekman, P. 2015. The enterprise system revisited: How well does it capture the company’s business network? Journal of Business & Industrial Marketing 30 (2):208–17. doi:https://doi.org/10.1108/JBIM-11-2012-0163.
- Fill, C., and K. Fill. 2005. Business-to-business marketing: Relationships, systems and communications. Edinburgh, Harlow, England: Pearson Education.
- Ford, D., and H. Håkansson. 2006. The idea of business interaction. The IMP Journal 1 (1):4–19.
- Friedman, M. S. 1960. Martin Buber: The life of dialogue. New York: Harper and Row.
- Fui-Hoon Nah, F., J. Lee-Shang Lau, and J. Kuang. 2001. Critical factors for successful implementation of enterprise systems. Business Process Management Journal 7 (3):285–96. doi:https://doi.org/10.1108/14637150110392782.
- Gardiner, S. C., J. B. Hanna, and M. S. LaTour. 2002. ERP and the reengineering of industrial marketing processes: A prescriptive overview for the new-age marketing manager. Industrial Marketing Management 31 (4):357–65. doi:https://doi.org/10.1016/S0019-8501(01)00167-5.
- Garefalakis, A., G. Mantalis, E. Vourgourakis, K. Spinthiropoulos, and C. Lemonakis. 2016. Healthcare firms and the ERP systems. Journal of Engineering Science and Technology Review 9 (1):139–44. doi:https://doi.org/10.25103/jestr.091.021.
- Gargeya, V. B., and C. Brady. 2005. Success and failure factors of adopting SAP in ERP system implementation. Business Process Management Journal 11 (5):501–16. doi:https://doi.org/10.1108/14637150510619858.
- Gummerus, J., M. Lipkin, A. Dube, and K. Heinonen. 2019. Technology in use – Characterizing customer self-service devices (SSDS). Journal of Services Marketing 33 (1):44–56. doi:https://doi.org/10.1108/JSM-10-2018-0292.
- Haas, A., I. Snehota, and D. Corsaro. 2012. Creating value in business relationships: The role of sales. Industrial Marketing Management 41 (1):94–105. doi:https://doi.org/10.1016/j.indmarman.2011.11.004.
- Hagberg-Andersson, A. 2006. Does adaption pay off? Industrial Marketing Management 35 (2):202–09. doi:https://doi.org/10.1016/j.indmarman.2005.02.004.
- Haight, V. D. 2017, What do chief learning officers do? An exploratory study of how chief learning officers build learning organizations. Doctoral Dissertation, George Washington University.
- Halinen, A., C. Medlin, and J. Törnroos. 2012. Time and process in business network research. Industrial Marketing Management 41 (2):215–23. doi:https://doi.org/10.1016/j.indmarman.2012.01.006.
- Halinen, A. 1998. Time and temporality in research design: A review of buyer–seller relationship models. In Network dynamics in international marketing, ed. P. Naude´, and P. W. Turnbull, 112–39. Oxford: Elsevier.
- Handayani, P. W., M. Z. Rahman, and A. N. Hidayanto. 2013. Information technology assessment on hospital information system implementation: Case study a teaching hospital. International Journal of Engineering and Technology 5 (2):631–34.
- Hartline, M. D., and K. C. Jones. 1996. Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions. Journal of Business Research 35 (3):207–15. doi:https://doi.org/10.1016/0148-2963(95)00126-3.
- Huang, Z., and P. Palvia. 2001. ERP implementation issues in advanced and developing countries. Business Process Management Journal 7 (3):276–84. doi:https://doi.org/10.1108/14637150110392773.
- Hung, S. Y., W. H. Hung, C. A. Tsai, and S. C. Jiang. 2010. Critical factors of hospital adoption on CRM system: Organizational and information system perspectives. Decision Support Systems 48 (4):592–603. doi:https://doi.org/10.1016/j.dss.2009.11.009.
- Iskandar, B., Y. Kurokawa, and L. J. Leblanc. 2001. Adoption of electronic data interchange: The role of buyer-supplier relationships. Transactions on Engineering Management 48 (4):505–17. doi:https://doi.org/10.1109/17.969427.
- Jay, L., and M. Schaper. 2003. Which advisers do micro-firms use? Some Australian evidence. Journal of Small Business and Enterprise Development 10 (2):136–43. doi:https://doi.org/10.1108/14626000310473166.
- Johnston, W. J., M. P. Leach, and A. H. Liu. 1999. Theory testing using case studies in business-to-business research. Industrial Marketing Management 28 (3):201–13. doi:https://doi.org/10.1016/S0019-8501(98)00040-6.
- Kalling, T. 2003. ERP systems and the strategic management processes that lead to competitive advantage. Information Resources Management Journal (IRMJ) 16 (4):46–67. doi:https://doi.org/10.4018/irmj.2003100104.
- Kamhawi, E. M. 2007. Critical factors for implementation success of ERP systems: An empirical investigation from Bahrain. International Journal of Enterprise Information Systems 3 (2):34–49. doi:https://doi.org/10.4018/jeis.2007040103.
- Klaus, H., M. Rosemann, and G. G. Gabie. 2000. What is ERP? Information Systems Frontiers 2 (2):141–62. doi:https://doi.org/10.1023/A:1026543906354.
- Knockaert, M., and A. Spithoven. 2014. Under which conditions do technology intermediaries enhance firms’ innovation speed? The case of Belgium’s collective research centres. Regional Studies 48 (8):1391–403. doi:https://doi.org/10.1080/00343404.2012.708405.
- Koch, C. 1996. Flipping the switch. CIO 9:17.
- Kumar, K., and J. Van Hillegersberg. 2000. ERP experiences and evolution. Communications of the ACM 43 (4):23–26.
- Kumar, V., B. Maheshwari, and U. Kumar. 2002. ERP systems implementation: Best practices in Canadian government organizations. Government Information Quarterly 19 (2):47–172. doi:https://doi.org/10.1016/S0740-624X(02)00092-8.
- Lalonde, B. J., and P. H. Zinszer. 1976. Customer service: Meaning and measurement. 156–59. Chicago, IL: National Council of Physical Distribution Management.
- Lee, J., K. Siau, and S. Hong. 2003. Enterprise integration with ERP and EAI. Communications of the ACM 46 (2):54–60. doi:https://doi.org/10.1145/606272.606273.
- Lin, L. M., and T.-L. Hsia. 2011. Core capabilities for practitioners in achieving e-business innovation. Computers in Human Behavior 27 (5):1884–91. doi:https://doi.org/10.1016/j.chb.2011.04.012.
- Lindgreen, A., & Antioco, M. (2005). Customer relationship management: the case of a European bank. Marketing Intelligence & Planning 23(2), 1361–54
- Lindh, C. 2006, Business relationships and integration of information technology. Doctoral Dissertation, School of Business, Märlardalen University, Sweeden.
- Liu, Y., X. Chen, and D. A. Ralescu. 2015. Uncertain currency model and currency option pricing. International Journal of Intelligent Systems 30 (1):40–51. doi:https://doi.org/10.1002/int.21680.
- Mandal, P., and A. Gunasekaran. 2003. Issues in implementing ERP: A case study. European Journal of Operational Research 146 (2):274–83. doi:https://doi.org/10.1016/S0377-2217(02)00549-0.
- Markus, M. L., S. Axline, D. Petrie, and C. Tanis. 2000. Learning from adopters’ experiences with ERP: Problems encountered and success achieved. Journal of Information Technology 15 (4):245–65.
- Matende, S., and P. Ogao. 2013. Enterprise Resource Planning (ERP) system implementation: A case for user participation. Procedia Technology 9:518–26. doi:https://doi.org/10.1016/j.protcy.2013.12.058.
- Mead, G. H. 1932. The philosophy of the present. Chicago: University of Chicago Press.
- Medlin, C. J. 2004. Interaction in business relationships: A time perspective. Industrial Marketing Management 33 (3):185–93. doi:https://doi.org/10.1016/j.indmarman.2003.10.008.
- Mentzer, J. T. 2004. Fundamentals of supply chain management. Twelve drivers of competitive Advantage. London: Sage Publications.
- Meyers, P. W., K. Sivakumar, and C. Nakata. 1999. Implementation of industrial process innovations: Factors, effects, and marketing. Journal of Product Innovation Management 16 (3):295–311. doi:https://doi.org/10.1111/1540-5885.1630295.
- Michaelidou, N., Siamagka, N. T., & Christodoulides, G. (2011). Usage, barriers and measurement of social media marketing: An exploratory investigation of small and medium B2B brands. Industrial marketing management, 40(7), 1153–1159.
- Morabito, V., S. Pace, and P. Previtali. 2005. ERP marketing and Italian SMEs. European Management Journal 23 (5):590–98. doi:https://doi.org/10.1016/j.emj.2005.09.014.
- Mucheleka, M. K., and R. Halonen 2015), ERP in healthcare, conference paper, 17th International Conference on Enterprise Information Systems, Barcelona, April. DOI: https://doi.org/10.5220/0005376801620171
- Mulligan, P., and S. R. Gordon. 2002. The impact of information technology on customer and supplier relationships in the financial services. International Journal of Service Industry Management 13 (1):29–46. doi:https://doi.org/10.1108/09564230210421146.
- Newell, S., J. C. Huang, R. D. Galliers, and S. L. Pan. 2003. Implementing enterprise resource planning and knowledge management systems in tandem: Fostering efficiency and innovation complementarity. Information and Organization 13:25–52. doi:https://doi.org/10.1016/S1471-7727(02)00007-6.
- Ngai, E. W., C. C. Law, and F. K. Wat. 2008. Examining the critical success factors in the adoption of enterprise resource planning. Computers in Industry 59 (6):548–64. doi:https://doi.org/10.1016/j.compind.2007.12.001.
- Padin, C., G. Svensson, C. Otero-Neira, and N. Høgevold. 2015. New Aspects of Research to assess and manage critical incidents in service encounters: Teleological actions, interactive interface and perceptual gaps. International Journal of Contemporary Hospitality Management 27 (1):27–51. doi:https://doi.org/10.1108/IJCHM-05-2013-0205.
- Papastathopouloua, P., G. J. Avlonitisb, and N. G. Panagopoulos. 2007. Intraorganizational information and communication technology diffusion: Implicationsfor industrial sellers and buyers. Industrial Marketing Management 36 (3):322–36. doi:https://doi.org/10.1016/j.indmarman.2005.10.002.
- Parasuraman, A., and D. Grewal. 2000. The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science 28 (1):168–74. doi:https://doi.org/10.1177/0092070300281015.
- Parry, S., B. Kupiec-Teahan, and J. Rowley. 2011. Exploring marketing and relationships in software SMEs: A mixed methods logic. Management Research Review 35 (1):52–68. doi:https://doi.org/10.1108/01409171211190805.
- Peters, L. D., M. Vanharanta, A. D. Pressey, and W. J. Johnston. 2012. Taking time to understand theory. Industrial Marketing Management 41 (5):730–38. doi:https://doi.org/10.1016/j.indmarman.2012.06.001.
- Pidduck, A., and N. P. Archer. 2006. Issues in supplier partner selection. Journal of Enterprise Information Management 19 (3):262–76. doi:https://doi.org/10.1108/17410390610658450.
- Poba-Nzaou, P., S. Uwizeyemungu, L. Raymond, and G. Paré. 2012. Motivations underlying the adoption of ERP systems in healthcare organizations: Insights from online stories. Information Systems Frontiers 1 (15):591–605.
- Pujari, D. 2004. Self‐service with a smile?: Self‐service technology (SST) encounters among Canadian business‐to‐business. International Journal of Service Industry Management 15 (2):200–19. doi:https://doi.org/10.1108/09564230410532510.
- Quintens, L., and P. Matthyssens. 2010. Involving the process dimensions of time in case-based research. Industrial Marketing Management 39 (1):91–99. doi:https://doi.org/10.1016/j.indmarman.2008.04.018.
- Reid, D. A., and R. E. Plank. 2000. Business marketing comes of age: A comprehensive review of the literature. Journal of Business-to-Business Marketing 7 (2–3):9–186.
- Rodríguez, R., F. J. Molina-Castillo, and G. Svensson. 2019a. Enterprise resource planning and business model innovation: Process, evolution and outcome. European Journal of Innovation Management 23 (4):728–52. In Press. doi:https://doi.org/10.1108/EJIM-04-2019-0092.
- Rodríguez, R., F. J. Molina-Castillo, and G. Svensson. 2019b. The mediating role of organizational complexity between enterprise resource planning and business model innovation. Industrial Marketing Management 84: 328–341.
- Rodriguez, R., and G. Svensson. 2019. Time orientation in complex B2B service relationships. Marketing Intelligence & Planning 37 (4):451–64. doi:https://doi.org/10.1108/MIP-08-2018-0330.
- Rodriguez, R., G. Svensson, S. Román, and G. Wood. 2018. Teleological sales and purchase approaches in complex business relationships – Customers’ expectations before and perceptions after purchase. Journal of Business and Industrial Marketing 33 (4):523–38. doi:https://doi.org/10.1108/JBIM-11-2016-0262.
- Román, S., R. Rodríguez, and H. Karjaluoto, Pauliina Ulkuniemi. 2015. The influence of sales force technology use on outcome performance. Journal of Business & Industrial Marketing 30 (6):771–83. doi:https://doi.org/10.1108/JBIM-01-2015-0001.
- Rouhani, S., A. Ashrafi, A. Zare Ravasan, and S. Afshari. 2016. The impact model of business intelligence on decision support and organizational benefits. Journal of Enterprise Information Management 29 (1):19–50. doi:https://doi.org/10.1108/JEIM-12-2014-0126.
- Rust, R. T., and M. H. Huang. 2014. The service revolution and the transformation of marketing science. Marketing Science 33 (2):206–21. doi:https://doi.org/10.1287/mksc.2013.0836.
- Saeed, S., A. Shaikh, M. A. Memon, M. H. Memon, F. A. Abassi, and S. M. R. Naqvi. 2017. Implementation of failure enterprise systems in organizational perspective framework. International Journal of Advanced Computer Science and Applications 8 (5):54–63. doi:https://doi.org/10.14569/IJACSA.2017.080508.
- Salo, J., and R. Wendelin. 2013. Longitudinal analysis of digital bonding in buyer–seller relationships. Journal of Business-to-Business Marketing 20 (1):1–19. doi:https://doi.org/10.1080/1051712X.2012.719179.
- Saura, J., P. Palos-Sanchez, and A. Blanco-González. 2019. The importance of information service offerings of collaborative CRMs on decision-making in B2B marketing. Journal of Business & Industrial Marketing 35 (3):470–82. Vol. ahead. Vol. aheadofprint No. ahead No. aheadofprint. doi:https://doi.org/10.1108/JBIM-12-2018-0412.
- Seddon, P., G. Shanks, and L. Willcocks. 2003. ERP – The quiet revolution. In Second-wave enterprise resource planning systems – Implementing for effectiveness, ed. G. Shanks, P. B. Seddon, and L. P. Willcocks, 1–19. New York: Cambridge University Press.
- Sharma, A., R. Krishnan, and D. Grewal. 2001. Value creation in markets: A critical area of focus for business-to-business markets. Industrial Marketing Management 30 (4):391–402. doi:https://doi.org/10.1016/S0019-8501(01)00153-5.
- Sharma, A. 2002. Trends in Internet-based business-to-business marketing. Industrial Marketing Management 31 (2):77–84. doi:https://doi.org/10.1016/S0019-8501(01)00185-7.
- Shim, S. S. Y., V. S. Pendyala, M. Sundaram, and J. Z. Gao. October, 2000. Business-to-Business E-commerce frameworks. Computer 33 (10):40–47. doi: https://doi.org/10.1109/2.876291.
- Silverman, D. 2010. Doing qualitative research. 3rd ed. London: Sage.
- Skok, W., and H. Doringer. 2001. Potential impact of cultural differences on Enterprise Resource Plannning (ERP) projects. The Electronic Journal on Information Systems in Developing Countries 7 (5):1–8. doi:https://doi.org/10.1002/j.1681-4835.2002.tb00041.x.
- Somers, T. M., and K. Nelson 2001, the impact of critical success factors across the stages of Enterprise Resource Planning implementations, Proceedings of the 34th Hawaii International Conference on System Sciences. Maui, HI, USA, pp. 1–10
- Stacey, R. D., D. Griffin, and P. Shaw. 2000. Complexity and management – Fador radical challenge to systems thinking. London and New York, NY: Routledge.
- Stein, A., and M. Smith. 2009. CRM systems and organizational learning: An exploration of the relationship between CRM effectiveness and the customer information orientation of the firm in industrial markets. Industrial Marketing Management 38 (2):198–206. doi:https://doi.org/10.1016/j.indmarman.2008.12.013.
- Stratman, J. K., and A. V. Roth. 2002. Enterprise resource planning (ERP) competence constructs: Two-stage multi-item scale development and validation. Decision Sciences 33 (4):601–28. doi:https://doi.org/10.1111/j.1540-5915.2002.tb01658.x.
- Su, Y. F., & Yang, C. (2010). A structural equation model for analyzing the impact of ERP on SCM. Expert Systems with Applications, 37(1), 456–469.
- Sun, H., W. Ni, and R. Lam. 2015. A step-by-step performance assessment and improvement method for ERP implementation: Action case studies in Chinese companies. Computers in Industry 68 (April):40–52. doi:https://doi.org/10.1016/j.compind.2014.12.005.
- Svensson, G., and C. Padin. 2016. Balancing learning and adaptive curves in service encounters to manage critical incidents. Scandinavian Journal of Hospitality and Tourism 16:1–17.
- Teddlie, C., and A. Tashakkori. 2009. Foundations of mixed methods research: Integrating quantitative and qualitative approaches in the social and behavioral sciences. Clevedon, England: Sage.
- Terho, H., A. Haas, A. Eggert, and W. Ulaga. 2012. It’s almost like taking the sales out of selling’—towards a conceptualization of value-based selling in business markets. Industrial Marketing Management 41 (1):174–85. doi:https://doi.org/10.1016/j.indmarman.2011.11.011.
- Uwizeyemungu, S., and L. Raymond. 2012. Impact of an ERP system’s capabilities upon the realisation of its business value: A resource-based perspective. Information Technology and Management 13 (2):69–90. doi:https://doi.org/10.1007/s10799-012-0118-9.
- Van de Ven, A. H., and M. S. Poole. 1995. Explaining development and change in organizations. Academy of Management Review 20 (3):510–40. doi:https://doi.org/10.5465/amr.1995.9508080329.
- Velcu, O. 2010. Strategic alignment of ERP implementation stages: An empirical investigation. Information & Management 47 (3):158–66. doi:https://doi.org/10.1016/j.im.2010.01.005.
- Venugopal, C., and K. Suryaprakasa Rao. 2011. Learning from a failed ERP implementation: A case study research. International Journal of Projects in Business 4 (4):596–615.
- Viio, P. 2011, strategic sales process adaptation: Relationship orientation of the sales process in a business-to-business context. Doctoral thesis, Helsinki, Finland: Publications of the Hanken School of Economics, No 237.
- Walz, A. M. 2009, The definition, creation, and evolution of buyer-seller relationships, LSU Doctoral Dissertations. No. 3751. https://digitalcommons.lsu.edu/gradschool_dissertations/3751
- Yin, R. K. 2009. Case study research: Design and methods. 4th ed. Thousand Oaks, CA: SAGE.
- Zabjek, D., A. Kovacic, and M. I. Stemberger. 2009. The influence of business process management and some other CSFs on successful ERP implementation. Business Process Management Journal 15 (4):588–608. doi:https://doi.org/10.1108/14637150910975552.
- Zeithaml, V. A., A. Parasuraman, and A. Malhotra. 2002. Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science 30 (4):362–75. doi:https://doi.org/10.1177/009207002236911.
- Zeng, Y. E., H. J. Wen, and D. C. Yen. 2003. Customer relationship management (CRM) in business-to-business (B2B) e-commerce. Information Management & Computer Security 11 (1):39–44. doi:https://doi.org/10.1108/09685220310463722.
- Zikmund, W., B. Babin, J. Carr, and M. Griffin. 2012. Business research methods. South-Western College Publishing: Cengage Learning. ( H4 B).