Generating marketing outcomes through internet of things (Iot) technologies

Beenish Tariq, Sadaf Taimoor, Hammad Najam, Rob Law, Waseem Hassan, Heesup Han

Research output: Journal article publicationJournal articleAcademic researchpeer-review

7 Citations (Scopus)


This paper highlights the effectiveness of data stored from the operational use of Internet of Things (IoT) technologies for generating marketing-related outcomes, such as business intelligence for product development, product support, and customer relationship management (CRM), by exploring this research domain under the lens of the well-established means–ends theory. This study conducted a multidisciplinary literature review to develop the conceptual framework. Moreover, a smart refrigerator was chosen as an example to demonstrate how the analysis of data stored from the operational use of IoT devices can help generate marketing outcomes such as new product development, customer support, and CRM. The study articulates that IoT technology helps in furthering the objectives of CRM along with other strategies of business growth and success. Using a practical example backed by a sound theoretical framework, this study will not only help practitioners to empirically test this significant yet under-explored topic but will also help elucidate that, by embedding IoT devices in their products, business managers can ensure business longevity. Furthermore, it explains how the IoT can provide support to improve communication ties between the product manufacturer and consumer through product support and CRM strategies.

Original languageEnglish
Article number9670
Pages (from-to)1-12
Number of pages12
JournalSustainability (Switzerland)
Issue number22
Publication statusPublished - 2 Nov 2020


  • Internet of Things (IoT)
  • New product development
  • Product support
  • Relationship management

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Renewable Energy, Sustainability and the Environment
  • Environmental Science (miscellaneous)
  • Energy Engineering and Power Technology
  • Management, Monitoring, Policy and Law


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