Hänninen, K., Muhos, M. and Haapasalo, H. (2021) ‘How small enterprises manage unexpected customer requests in B2B sales’, Int. J. Entrepreneurship and Small Business, Vol. 44, No. 4, pp. 452–469. https://doi.org/10.1504/IJESB.2021.119732
How small enterprises manage unexpected customer requests in B2B sales
|Author:||Hänninen, Kai1; Muhos, Matti1; Haapasalo, Harri2|
1Micro-Entrepreneurship Centre of Excellence, Kerttu Saalasti Institute, University of Oulu, Pajatie 5, FI-85500, Nivala, Finland
2Industrial Engineering and Management, University of Oulu, P.O. Box 4610, FI-90014, Oulu, Finland
|Online Access:||PDF Full Text (PDF, 0.3 MB)|
|Persistent link:|| http://urn.fi/urn:nbn:fi-fe2021122763278
|Publish Date:|| 2022-12-13
This article analyses upstream supply chain practices in small enterprises to determine how firms manage unexpected customer requests in business-to-business (B2B) sales situations. A small company’s offer often fails to satisfactorily meet a customer’s needs in B2B sales situations. In such situations, an upstream supply chain network plays an important role in advancing B2B sales negotiations. The selection of a new supplier is crucial if the existing supplier network is not able to respond within an acceptable amount of time. In small firms, well-managed supplier networks can ensure fast delivery. Selecting a new supplier during sales negotiation could be risky; however, potential risks could be mitigated by having a core group of suppliers who can expeditiously fulfil requests.
International journal of entrepreneurship and small business
|Pages:||452 - 469|
|Type of Publication:||
A1 Journal article – refereed
|Field of Science:||
512 Business and management
This study was carried out as a collaborative effort by the RapidPRO II Project funded by the Finnish Funding Agency for Technology and Innovation (TEKES), MikroY Project funded by the European Regional Development Fund (ERDF), and with collaboration with the University of Maryland (UMD), College Park, Mechanical Engineering, Maryland, USA, and the University of California (UCSD), Rady School of Management, La Jolla, California, USA. We appreciate the companies involved in the study for sharing their experiences.
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