The purpose of this research was to study customer-supplier relationships, and particularly their partnerships, to help managers and practitioners successfully design, develop, implement and deploy tools and joint practices for their upstream systems. To achieve this purpose, a total of 1,811 (potential mailed survey questionnaire respondents) and 7 (structured interviewees) managers who are responsible for purchasing, sales/ marketing, quality-related, and production- or operations-related functions of U.S. private manufacturing companies in SIC 35, 36, and 37 were used to collect qualitative and quantitative data. Using 172 usable mailed survey questionnaire responses (response rate: 9.78%) and qualitative data from the structured interviews, the following major findings were derived: • Four tools/joint practices most frequently used in customer-supplier relationships were supplier certification/verification, joint problem-solving teams, quality audits, and Just-In-Time production and delivery, • Five tools/joint practices that have been used most effectively were ISO 9000 and/or QS 9000 and/or Baldrige criteria, quality audit, JIT production/delivery, joint planning, and joint problem-solving teams, • Five tools/joint practices that have been most internalized were ISO 9000 and/or QS 9000 and/or Baldrige criteria, quality audit, JIT production/delivery, joint problem-solving teams, and supplier or customer performance measurement systems, • Overall perceived organizational performance improvement was 25% (30% quality improvement, 21% cost reduction, and 26% cycle time reduction). In addition to these findings, eight hypothesized relationships were tested using two independent variables (joint use of specific tools and joint use of practices) and four dependent variables (informed partners, role integrity, conflict resolution, and mutuality). The results showed that customer and supplier companies do not share the same experience with respect to the relationships between the two independent variables and conflict resolution. Using these findings, a set of practices was proposed as a means for further improving specific organizational performance dimensions and providing a mechanism to better share the consequences of joint action. / Ph. D.

Thesis (M.Tech - Marketing, Faculty of Management Sciences)--Vaal University of Technology, 2010 / This study provides a framework for customer-supplier relationships and service quality measurement in a precast concrete manufacturing firm with the use of the universally accepted SERVQUAL model. Within an increasingly competitive precast concrete market, customer satisfaction is a critical goal for manufacturers of all types. Customer-supplier relationships and service quality were therefore investigated in this study. A quantitative research approach was used in the study to analyse the data. This approach enabled the researcher to obtain an accurate measure of all constructs that relate to service quality improvement for the particular concrete manufacturing firm amongst contractors, civil consultants, government institutions and end users. A sample size of 246 respondents from Gauteng Province was used. Descriptive statistics were used to explain the characteristics of sample data. In addition, factor analysis was used to condense the variables into five factors in order to capture the essence of service quality within a cementitious products organisation. Five dimensions, responsiveness, problem- solving, physical aspects, service personnel and physical appearance were extracted to measure service quality. Results showed that satisfied customers tend to re-patronise suppliers who enhance their service outputs provided to the customers. Thus it is imperative to enhance customer satisfaction and ultimately customer loyalty. These results suggest that improved service qualities can be useful for building customer loyalty and long- lasting relationships. The reliability analysis produced a Cronbach alpha which ranged from 0.700 to 0.815 which were deemed acceptable. The Pearson correlation analysis showed that service quality is associated with customers' future buying behaviour in terms of their decisions to purchase and recommend the supplier to others. Customers felt that service personnel were friendly, courteous and possessed the knowledge to answer customer questions. They exhibited a favourable image of the company and its services. This service dimension was ranked first in terms of importance by the customers therefore, the precast concrete manufacturer ought not be complacent but rather seek innovative ways in maintaining the service personnel dimension of service quality. The overall mean score of expectation of service quality by customers was 4.71. This indicates that the service provided by this company is satisfactory. It therefore suggests that, it is necessary for managerial intervention to prioritise in all these areas to develop a strategy of service quality improvement. Training of personnel is an essential component of service quality enhancement especially with complaints and the complaints-handling procedures. The management team of the organisation needs to play an active role in ensuring that all personnel are adequately trained and highly motivated to understand the user‟s specific problems and in the process to provide competent solutions to problems. Based on literature and results emanating from the empirical survey, these findings may assist the organisation in the enhancement of its service-quality levels. Hence, service-quality levels should be monitored carefully on a continuous basis.

Problem: Modeindustrin har varit omtalad under senare tid och eftersom konkurrensen på denna marknad är hög har det lett till en ökad medvetenhet bland konsumenter och speciellt bland manliga konsumenterna. En förundersökning utfärdad av författarna visade att skapandet av kundrelationer möjliggör för modeföretag att bibehålla en konkurrenskraftig position på marknaden. Undersökningen visade även att eftersom män har en tendens att förbli lojala kunder och tvivlar oftast på att köpa kläder från nya butiker är det viktigt för modeföretag att utveckla och bibehålla relationer med dessa kunder. Syfte: Syftet med denna uppsats är att avgöra vad en relation mellan konsumenter och återförsäljare är i ett modeföretag för män och när den existerar för att kunna identifiera de viktigaste aspekterna för att utveckla och bibehålla dessa relationer. Metod: En hermeneutik och en abduktiv ansats har använts genom hela uppsatsen medan en fallstudie har tillämpats. För att kunna uppfylla uppsatsens syfte har författarna gjort fem semi-strukturerade intervjuer. Författarna intervjuade olika chefer med olika hierarkiska positioner och butikspersonal från det valda fallföretaget. Teorier: De teoretiska områden som har använts i denna uppsats består av teorier angående Customer Relationship Management, Fashion management, relationer mellan konsumenter och återförsäljare, konsumentbeteende, kundtillfredställelse, kommunikation i mode m.m. Slutsatser: Författarna har fastställt att de befintliga definitionerna på relationer inte definierar vad en relation mellan konsumenter och återförsäljare är, inom det studerade sammanhanget. Därför fann författarna det lämpligt att introducera en ny definition för relationer mellan konsumenter och återförsäljare i modeföretag för män, nämligen semi-intima relationer. Dessa är långvariga relationer som karaktäriseras av ständiga personliga interaktioner, utbyte av personlig information, ett gemensamt tankesätt, tvåsidig åtagande och ömsesidiga värderingar. Författarna drog även slutsatsen att en semi-intim relation existerar när kunden är inkluderad i företaget och interaktioner är på interpersonella nivåer. En semi-intim relation existerar inte genom en handlig utan utvecklas snarare från en rad handlingar. Författarna har även fastställt att en kundfokuserad kultur, förtroende, åtagande och lojalitet, de anställdas tillfredställelse, kund tillfredställelse, värde ökande förmåner och kommunicering av varumärket till de manliga kunderna är de viktigaste aspekterna för att utveckla och bibehålla semi-intima relationer med manliga kunder. Slutligen ansåg författarna att koncepten för relationsskapande verktyg är missledande i modeföretags sammanhang och introducerade därför nya implikationer för dessa verktyg. Butikspersonalen identifierades som det viktigaste relationsskapande verktyget i modeföretag som strävar efter att utveckla och bibehålla kundrelationer. / Problem: The Fashion industry is a highly discussed issue today, and as it is very competitive, the awareness among consumers, especially male consumers, has increased. Through a preliminary research conducted by the authors, it was evident that creating customer relationships enables Fashion companies to maintain a competitive position in the market. Also, it was believed that since men tend to stay loyal and are hesitant to purchase apparel from new stores, developing and maintaining relationships with them is crucial. Purpose: The aim of this thesis is to determine what a customer-supplier relationship in Fashion companies for men’s wear is and when it exists, in order to identify the most important aspects when developing and maintaining this relationship. Method: A hermeneutic and an abductive approach have been used throughout this thesis, while a case study was performed. In order to fulfill the purpose of this thesis, five semistructured interviews were conducted with managers, at different hierarchical levels, and salesclerks of the chosen case company. Theories: The theoretical areas that were used in this thesis consisted of theories regarding Customer Relationship Management, Fashion management, Customer-supplier relationships, Consumer behavior, Customer satisfaction, Communication in Fashion etc. Conclusions: The authors came to the conclusion that the existing definitions of relationships do not identify a customer-supplier relationship in Fashion retailing. Therefore, the authors found it necessary to introduce a new definition for a customer-supplier relationship in Fashion companies for men’s wear, namely semi- intimate relationships. These relationships are long-term relationships that are characterized by frequent personal interactions, personal information exchange, a shared mode of thinking, two-way commitment and mutual values beyond monetary terms. Moreover, the authors concluded that a semiintimate relationship exists when the customers are included in the company and interactions are on interpersonal levels. Furthermore, a semi-intimate relationship does not exist through one action; it is rather developed through a series of actions. The authors also determined that a customer focused culture, trust, commitment and loyalty, employee satisfaction, customer satisfaction, adding value through benefits and communicating the brand to the male customer are the most important aspects when developing and maintaining semi-intimate relationships. Finally, the authors found the concept of relational tools misleading in the context of this thesis and therefore, new implications for relational tools were introduced, with the sales force being the most important one, when developing and maintaining semi-intimate relationships.

<p>Problem: Modeindustrin har varit omtalad under senare tid och eftersom konkurrensen på denna marknad är hög har det lett till en ökad medvetenhet bland konsumenter och speciellt bland manliga konsumenterna. En förundersökning utfärdad av författarna visade att skapandet av kundrelationer möjliggör för modeföretag att bibehålla en konkurrenskraftig position på marknaden. Undersökningen visade även att eftersom män har en tendens att förbli lojala kunder och tvivlar oftast på att köpa kläder från nya butiker är det viktigt för modeföretag att utveckla och bibehålla relationer med dessa kunder.</p><p>Syfte: Syftet med denna uppsats är att avgöra vad en relation mellan konsumenter och återförsäljare är i ett modeföretag för män och när den existerar för att kunna identifiera de viktigaste aspekterna för att utveckla och bibehålla dessa relationer.</p><p>Metod: En hermeneutik och en abduktiv ansats har använts genom hela uppsatsen medan en fallstudie har tillämpats. För att kunna uppfylla uppsatsens syfte har författarna gjort fem semi-strukturerade intervjuer. Författarna intervjuade olika chefer med olika hierarkiska positioner och butikspersonal från det valda fallföretaget.</p><p>Teorier: De teoretiska områden som har använts i denna uppsats består av teorier angående Customer Relationship Management, Fashion management, relationer mellan konsumenter och återförsäljare, konsumentbeteende, kundtillfredställelse, kommunikation i mode m.m.</p><p>Slutsatser: Författarna har fastställt att de befintliga definitionerna på relationer inte definierar vad en relation mellan konsumenter och återförsäljare är, inom det studerade sammanhanget. Därför fann författarna det lämpligt att introducera en ny definition för relationer mellan konsumenter och återförsäljare i modeföretag för män, nämligen semi-intima relationer. Dessa är långvariga relationer som karaktäriseras av ständiga personliga interaktioner, utbyte av personlig information, ett gemensamt tankesätt, tvåsidig åtagande och ömsesidiga värderingar. Författarna drog även slutsatsen att en semi-intim relation existerar när kunden är inkluderad i företaget och interaktioner är på interpersonella nivåer. En semi-intim relation existerar inte genom en handlig utan utvecklas snarare från en rad handlingar. Författarna har även fastställt att en kundfokuserad kultur, förtroende, åtagande och lojalitet, de anställdas tillfredställelse, kund tillfredställelse, värde ökande förmåner och kommunicering av varumärket till de manliga kunderna är de viktigaste aspekterna för att utveckla och bibehålla semi-intima relationer med manliga kunder. Slutligen ansåg författarna att koncepten för relationsskapande verktyg är missledande i modeföretags sammanhang och introducerade därför nya implikationer för dessa verktyg. Butikspersonalen identifierades som det viktigaste relationsskapande verktyget i modeföretag som strävar efter att utveckla och bibehålla kundrelationer.</p> / <p>Problem: The Fashion industry is a highly discussed issue today, and as it is very competitive, the awareness among consumers, especially male consumers, has increased. Through a preliminary research conducted by the authors, it was evident that creating customer relationships enables Fashion companies to maintain a competitive position in the market. Also, it was believed that since men tend to stay loyal and are hesitant to purchase apparel from new stores, developing and maintaining relationships with them is crucial. Purpose: The aim of this thesis is to determine what a customer-supplier relationship in Fashion companies for men’s wear is and when it exists, in order to identify the most important aspects when developing and maintaining this relationship.</p><p>Method: A hermeneutic and an abductive approach have been used throughout this thesis, while a case study was performed. In order to fulfill the purpose of this thesis, five semistructured interviews were conducted with managers, at different hierarchical levels, and salesclerks of the chosen case company.</p><p>Theories: The theoretical areas that were used in this thesis consisted of theories regarding Customer Relationship Management, Fashion management, Customer-supplier relationships, Consumer behavior, Customer satisfaction, Communication in Fashion etc.</p><p>Conclusions: The authors came to the conclusion that the existing definitions of relationships do not identify a customer-supplier relationship in Fashion retailing. Therefore, the authors found it necessary to introduce a new definition for a customer-supplier relationship in Fashion companies for men’s wear, namely semi- intimate relationships. These relationships are long-term relationships that are characterized by frequent personal interactions, personal information exchange, a shared mode of thinking, two-way commitment and mutual values beyond monetary terms. Moreover, the authors concluded that a semiintimate relationship exists when the customers are included in the company and interactions are on interpersonal levels. Furthermore, a semi-intimate relationship does not exist through one action; it is rather developed through a series of actions. The authors also determined that a customer focused culture, trust, commitment and loyalty, employee satisfaction, customer satisfaction, adding value through benefits and communicating the brand to the male customer are the most important aspects when developing and maintaining semi-intimate relationships. Finally, the authors found the concept of relational tools misleading in the context of this thesis and therefore, new implications for relational tools were introduced, with the sales force being the most important one, when developing and maintaining semi-intimate relationships.</p>

Le transfert interorganisationnel de connaissances a un intérêt central à la fois comme sujet académique et dans la pratique des affaires. Cependant, les conséquences du transfert interorganisationnel sur la firme émettrice restent méconnues. Notre recherche tente de combler cette lacune et vise deux objectifs complémentaires. En premier lieu, elle vise une meilleure compréhension des effets du transfert interorganisationnel de connaissances et de leur utilité pour la firme émettrice, et en second lieu, elle cherche à identifier les facteurs qui facilitent ou entravent ces effets.Nous avons adopté une démarche scientifique exploratoire structurée en deux parties. La première partie est classiquement consacrée à une revue de littérature visant à la construction d’un modèle théorique de recherche, et la deuxième permet de confronter le modèle théorique à la réalité empirique.Les données recueillies auprès de 126 relations client-fournisseur dans l'industrie française ont fait l’objet d’analyses statistiques quantitatives. A partir de ces éléments, l’étude fournit une vérification empirique de l'importance du transfert interorganisationnel de connaissances. Elle identifie notamment la distance cognitive entre les partenaires, la qualité de la relation, la capacité de l’émetteur, la portée du transfert de connaissances et la mise en adéquation des connaissances transférées comme des facteurs essentiels au succès du transfert. En outre, notre recherche apporte une valeur prescriptive pour les praticiens qui cherchent à développer un transfert de connaissances efficace et efficient dans le cadre de la relation client-fournisseur. / The interorganizational knowledge transfer is central for both scholars and practitioners. However, despite the attention given to the importance of this subject from different viewpoints and in different contexts, the effects of interorganizational transfer on the source firm (the sender) remain unclear. Our research attempts to fill this gap and has two complementary objectives: understanding the effects of interorganizational knowledge transfer and their usefulness for the source firm, and identifying factors that facilitate or inhibit these effects.To achieve these goals, we adopted an exploratory approach structured in two parts. The first part is dedicated to a literature review to construct a theoretical model of research, and the second allows us to compare the theoretical model to empirical reality.The study is a part of the interpretive paradigm. Data collected from 126 customer-supplier relationships in the French industry were analyzed through various statistical techniques.The study provides empirical verification of the importance of inter-organizational knowledge transfer. It also identifies the cognitive distance between partners, the quality of the relationship, the sender capability, the scope of knowledge transfer and the alignment of knowledge transfer as key factors in the success of the transfer. Finally, our research provides prescriptive tools for experts who aim to develop an effective and efficient knowledge transfer in the context of customer-supplier relationship.