Functions of industrial supplier relationships and their impact on relationship quality
ABSTRACT Although recent scholarly work on business relationships often discusses relationship quality as a major issue, especially with regard to the phenomenon of vendor stratification, there is still little empirical research on this important construct. In this paper, the authors provide a thorough conceptualization of relationship quality and its possible antecedents, i.e., the direct and indirect functions of the relationship for the customer. Drawing on an empirical base of 230 buyer questionnaires, the authors show that the extent to which a supplier fulfills direct and indirect functions in a relationship has a direct positive impact on the relationship quality perceived by the customer. This impact is especially strong when the customer can easily replace the supplier or, in other words, when the supplier faces competition. The findings are discussed and the authors provide managerial implications for decision-makers from both buyer and supplier organizations.
Article: An study some of the factors affecting on relationship quality employee-customer in the hotel industry by Fuzzy logic[show abstract] [hide abstract]
ABSTRACT: Considering the developments and increasing competition in the world marketing progress from those who can strong relationship with customers and quality to establish this relationship focus on the needs of customers Expectations skills to deal their staff satisfaction, confidence in the loyalty make customers are. The aim of the paper test a model of the some factors affecting the relationship quality employee – customer by Fuzzy logic.International Journal of Applied Mathematics and Computer Science 01/2011; 22:348-358. · 0.49 Impact Factor