Enhancing Customer Experience Through IIoT-Driven Coopetition: A Service-Dominant Logic Approach in Networks
<i>Background</i>: 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...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2025-06-01
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| Series: | Logistics |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2305-6290/9/2/75 |
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| Summary: | <i>Background</i>: 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. <i>Methods</i>: An experimental design involving SMEs in Portugal’s ornamental stone sector contrasts traditional operations with digitally integrated coopetition practices. <i>Results</i>: 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. <i>Conclusions</i>: 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. |
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| ISSN: | 2305-6290 |