| Author: | Wong, A. |
| Title: | Partnering With Suppliers for Customer Satisfaction |
| Journal: | Journal of General Management
2001 : WINTER, VOL. 27:2, p. 81-91 |
| Index terms: | CUSTOMERS CONSUMER SATISFACTION SUPPLIERS |
| Language: | eng |
| Abstract: | This paper aims to develop a model for companies to achieve customer satisfaction through partnering with their suppliers. The model argues that the theory of co-operation and competition can guide companies to make partnering relationships with suppliers successful and that the successful partnering efforts would help companies achieve customer satisfaction. It proposes that to motivate supply partners to contribute their best, companies should attend to the needs of suppliers for adequate information, time and support in processing the companies' orders. Deutsch's theory of co-operation and competition suggests that co-operative goals rather than competitive goals, and constructive controversy will lead to effective teamwork. |
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