Partnering with suppliers for customer satisfaction
Journal of General Management
This article aims to develop a model for companies to achieve customer satisfaction through partnering with their suppliers. The model argues that the theory of cooperation and competition can guide companies to make partnering relationships with suppliers successful and that the successful partnering efforts would help companies achieve customer satisfaction. The three sets of variables to the model. These are factors for successful partnering efforts, variables on the partnering relationships and operations, and the outcome of the partnering relationships and operations. The model suggests that companies need to change their perceptions on the role of suppliers and recognize the usefulness of their suppliers in improving customer satisfaction.
Copyright © The Braybrooke Press Ltd 2001
Wong, A. (2001). Partnering with suppliers for customer satisfaction. Journal of General Management, 27(2), 81-91.