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Demystifying the supplier‐customer interface

Demystifying the supplier‐customer interface Changes are occurring in the supplier-customer interface. It sometimes looks as though the customer now has to provide the economies of commercial transactions while the supplier reaps the benefits. Written from a supplier perspective, this paper suggests that issues of customer service, satisfaction and retention are more complex than often assumed, but must be understood if they are to be used as the basis of competitive advantage. It is possible to gain the benefits of higher productivity and offer customers the service they expect - but only if those expectations are known and managed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Work Study Emerald Publishing

Demystifying the supplier‐customer interface

William Wrennall
Work Study , Volume 49 (1): 6 – Feb 1, 2000
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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0043-8022
DOI
10.1108/00438020010311106
Publisher site
See Article on Publisher Site

Abstract

Changes are occurring in the supplier-customer interface. It sometimes looks as though the customer now has to provide the economies of commercial transactions while the supplier reaps the benefits. Written from a supplier perspective, this paper suggests that issues of customer service, satisfaction and retention are more complex than often assumed, but must be understood if they are to be used as the basis of competitive advantage. It is possible to gain the benefits of higher productivity and offer customers the service they expect - but only if those expectations are known and managed.

Journal

Work Study – Emerald Publishing

Published: Feb 1, 2000

Keywords: Service quality; Customer service; Strategy

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