Enhancing Customer Experience Through IIoT-Driven Coopetition: A Service-Dominant Logic Approach in Networks

da Silva, Agostinho Antunes; Cardoso, Antonio J. Marques

http://hdl.handle.net/10400.8/13784

Utilize este identificador para referenciar este registo.

Nome:	Descrição:	Tamanho:	Formato:
logistics-09-00075.pdf		1.44 MB	Adobe PDF	Ver/Abrir

Contacte-nos

Autores

da Silva, Agostinho Antunes

Cardoso, Antonio J. Marques

Resumo(s)

Background: In an increasingly digitized supply chain landscape, small and medium-sized enterprises (SMEs) face mounting challenges in regard to delivering differentiated and responsive customer experiences. This study investigates the role of Industrial Internet of Things-enabled coopetition networks (IIoT-CNs) in enhancing the customer experience and value cocreation among SMEs. Grounded in Service-Dominant Logic, this research explores how interfirm collaboration and real-time data integration influence key performance indicators (KPIs), including perceived product quality, delivery timeliness, packaging standards, and product performance. Methods: An experimental design involving SMEs in Portugal’s ornamental stone sector contrasts traditional operations with digitally integrated coopetition practices. Results: While individual KPI improvements were not statistically significant, regression analysis revealed a significant positive relationship between IIoT-CN participation and the overall customer experience. The reduced variance in the performance metrics further suggests increased consistency and reliability across the network. Conclusions: These findings highlight IIoT-CNs as a promising model for SME digital transformation, contingent on trust, interoperability, and collaborative governance. This study contributes empirical evidence and practical insights for advancing customer-centric innovation in SME-dominated supply chains.

Descrição

Article number - 75

Palavras-chave

Industrial Internet of Things (IIoT) Coopetition Customer experience Value cocreation Service-Dominant Logic

URI

http://hdl.handle.net/10400.8/13784

Citação

da Silva, A.a.; Cardoso, A.J.M. Enhancing Customer Experience Through IIoT-Driven Coopetition: A Service-Dominant Logic Approach in Networks. Logistics 2025, 9, 75. https://doi.org/10.3390/ logistics9020075

Editora

MDPI

DOI

10.3390/logistics9020075

Coleções

ESTG - Artigos em revistas internacionais

Licença CC

cclicense-by

Métricas Alternativas

Ver registo completo