Publication
Enhancing Customer Experience Through IIoT-Driven Coopetition: A Service-Dominant Logic Approach in Networks
| datacite.subject.fos | Engenharia e Tecnologia | |
| datacite.subject.sdg | 09:Indústria, Inovação e Infraestruturas | |
| dc.contributor.author | da Silva, Agostinho Antunes | |
| dc.contributor.author | Cardoso, Antonio J. Marques | |
| dc.date.accessioned | 2025-07-25T18:16:26Z | |
| dc.date.available | 2025-07-25T18:16:26Z | |
| dc.date.issued | 2025-06-13 | |
| dc.description | Article number - 75 | |
| dc.description.abstract | 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. | eng |
| dc.description.sponsorship | ||
| dc.identifier.citation | 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 | |
| dc.identifier.doi | 10.3390/logistics9020075 | |
| dc.identifier.issn | 2305-6290 | |
| dc.identifier.uri | http://hdl.handle.net/10400.8/13784 | |
| dc.language.iso | eng | |
| dc.peerreviewed | yes | |
| dc.publisher | MDPI | |
| dc.relation.hasversion | https://www.mdpi.com/2305-6290/9/2/75 | |
| dc.relation.ispartof | Logistics | |
| dc.rights.uri | http://creativecommons.org/licenses/by/4.0/ | |
| dc.subject | Industrial Internet of Things (IIoT) | |
| dc.subject | Coopetition | |
| dc.subject | Customer experience | |
| dc.subject | Value cocreation | |
| dc.subject | Service-Dominant Logic | |
| dc.title | Enhancing Customer Experience Through IIoT-Driven Coopetition: A Service-Dominant Logic Approach in Networks | eng |
| dc.type | journal article | |
| dspace.entity.type | Publication | |
| oaire.citation.issue | 2 | |
| oaire.citation.title | Asia Pacific Journal of Marketing and Logistics | |
| oaire.citation.volume | 9 | |
| oaire.version | http://purl.org/coar/version/c_970fb48d4fbd8a85 | |
| person.familyName | Silva | |
| person.givenName | Agostinho | |
| person.identifier | ADO-3402-2022 | |
| person.identifier.ciencia-id | 0216-2ECB-EB8D | |
| person.identifier.orcid | 0000-0003-3746-3466 | |
| person.identifier.scopus-author-id | 57216371153 | |
| relation.isAuthorOfPublication | f7ea997d-fd45-4450-90fa-6ad4b637953b | |
| relation.isAuthorOfPublication.latestForDiscovery | f7ea997d-fd45-4450-90fa-6ad4b637953b |