Deep supply relationships: Influencing outcomes by managing supply service quality

Research output: Contribution to journalArticle

9 Citations (Scopus)

Abstract

Service science emphasises the process of value co-creation within relationships. This frames the importance of service quality and its outcomes to business-to-business (B2B) interaction. This exploratory paper investigates the dimensions of service encounter quality in B2B relationships and its effect on (dis)satisfaction. Purchasers are sampled from America and Canada who are in extended relationships with suppliers. Qualitative data are in the form of critical incidents that code to 272 critical judgements of these purchasers' perceptions of their suppliers. Findings reveal eight dimensions of service encounter quality: basic capability, relationship, communication, attitude, specification conformance, time and money, flexibility and resolution. The findings reveal how service encounter quality impacts (dis)satisfaction in a way that provides insight for suppliers in managing impacts of investment in service.

Original languageEnglish
Pages (from-to)541-552
Number of pages12
JournalProduction Planning and Control
Volume23
Issue number7
DOIs
Publication statusPublished - 2012 Jul 1

Fingerprint

Quality of service
Industry
Specifications
Communication
Service quality
Service encounter
Suppliers
Service science
Business-to-business (B2B)
Qualitative data
Co-creation of value
Canada
B2B relationships
Interaction
Critical incidents

All Science Journal Classification (ASJC) codes

  • Computer Science Applications
  • Strategy and Management
  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering

Cite this

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Deep supply relationships : Influencing outcomes by managing supply service quality. / Stanworth, James.

In: Production Planning and Control, Vol. 23, No. 7, 01.07.2012, p. 541-552.

Research output: Contribution to journalArticle

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