Interconnectivity and customer satisfaction

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Firms operating in a business-to-business-to-customer (B2B2C) context can utilize relevant Internet-of-Things (IoT) capabilities to facilitate connectivity between different stakeholders and to build a portfolio of complementary unique resources. Through emphasis on capabilities with most capacity to enhance customer satisfaction, such companies can hope for a positive impact on this performance metric. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.