Skip to main content
Article thumbnail
Location of Repository

Perspectives on the management of customer/supplier relationships in a business-to-business, capital goods environment.

By Mieczyslaw Paul Sudnik


Set in the Greek subsidiary of a multinational company whose products are capital goods and consumables sold through business-to-business channels, this work addresses a noticeable fall in sales over recent years from the perspective of a practitioner-researcher. A participative approach to the research work was chosen by reference to the Action Inquiry paradigm and the thesis outlines the reasons for this choice. It goes on to trace how the problem of falling sales was first explored through the literatures of customer satisfaction and customer relationship management before finding expression in the\ud Service-Profit Chain model. The application of this model to a business-to-business environment is carefully considered throughout. From a wide client base, not all customers could be accommodated in the research and\ud so a method of customer selection is outlined. To enable an evaluation of the progress of the work, a non-positivist process for benchmarking customer sentiment towards the\ud subsidiary has been developed by extensive use of the Repertory Grid Technique. The thesis reports on two applications of this method, each a year apart, and on the\ud ameliorating interventions made in the intervening period. These interventions were facilitated by the application of a key account management system in the company where the work took place. Both practical and theoretical issues concerning the KAM approach are discussed at length. The work may be seen as pursuing a gap in the literature recognized by several writers and as such it contributes to knowledge by virtue of being a rare piece of pragmatic\ud research into customer relationships and their management. It demonstrates a practical integration of the fields of theory covered by the Service-Profit Chain, Customer\ud Relationship Management and Key Account Management, whilst reinforcing the Service- Profit Chain model as an integrating theory within the business-to-business field.\ud Finally, the research outlines a transferable process for the assessment of a company's standing with its customers in such an environment and for planning appropriate\ud interventions with a view to influencing that standing on a cyclical basis

Topics: com
OAI identifier:

Suggested articles


  1. 1955/1963, A theory of personality: The psychology of personal constructs, 2nd ed. doi
  2. (2001). 2000a, Business applications of repertory grid,
  3. (1994). A passion for excellence: The leadership difference, doi
  4. (1998). ABC of action learning, doi
  5. (1999). Action learning in action, doi
  6. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty, doi
  7. (1998). An introduction to action research, doi
  8. (1982). An investigation into the determinants of customer satisfaction, doi
  9. (1991). and all that, London,
  10. (1994). As the left foot follows the right? The dynamics of strategic structural change, doi
  11. (1981). Assessing measurement error in key informant reports: A methodological note on organisational analysis in marketing, doi
  12. (1992). Autobiographical awareness as a catalyst for managerial and organisational development, doi
  13. (2002). Avoid the four perils of CRM,
  14. (2000). Business process management: Exploring social capital within processes, doi
  15. (1942). Capitalism, socialism and democracy, doi
  16. (2000). Classifying relationships structures: Relationship strength in industrial markets, doi
  17. (1979). Conceptual and methodological issues in consumer satisfaction research, In:
  18. (1994). Concurrent product development of fast track corporations, Long Range Planning, doi
  19. (1994). Conditions for internal entrepreneurship, doi
  20. (1990). Constructing scenes and dialogues to display findings in case study reporting,
  21. (1998). Customer intimacy, Paperback Ed.
  22. (1999). Customer relationship leadership: A leadership and motivation model for the twenty-first century business, doi
  23. (1997). Customer satisfaction: The Xerox Canada story, doi
  24. (1999). Designing account management organisations, doi
  25. (2001). Does this organisation's culture support its growth ambitions?, Unpublished Post Graduate Diploma Dissertation, Birkbeck College, University of London
  26. (1998). Don't all firms have relationships?, doi
  27. (1981). Empirical, behavioural, theoretical and attentional skills necessary for collaborative enquiry,
  28. (2001). Employees as "co-intrapreneurs" -a transformation concept, doi
  29. (1998). Evaluating relationships: Are satisfaction and quality enough?, doi
  30. (1996). Expectations of service quality as an industrial market segmentation variable, doi
  31. (1977). Focus groups and the nature of qualitative marketing research, doi
  32. (1995). From key account selling to key account management, doi
  33. (1994). Handbook of qualitative research, doi
  34. (1997). How much is the customer willing to pay? An application of value pricing, Perspectives for Managers - An IMD
  35. (1999). Individuals and enterprise: Developing intrapreneurs for the new millennium, doi
  36. (1989). Industrial economics: A critical introduction to corporate enterprise
  37. (1965). Industrial organisation: Theory and practice, doi
  38. (1991). Inter-firm adaptation in business relationships, Journal of industrial marketing and purchasing, doi
  39. (2000). Key account management -a domain review, The Marketing Review, doi
  40. (1998). Key to key account management: Relationship (guangxi) model, doi
  41. (1999). Leadership and the new science: Discovering order in a chaotic world, 2nd ed.
  42. (1996). Learning from customer defections, Harvard Business Review,
  43. (1995). Making industrial new product development market led, doi
  44. (1994). Managing customer relationships for profit: The dynamics of relationship quality, doi
  45. (1999). On organisational learning, 2nd ed.
  46. (2001). One to one B28: Customer development strategies for the business to business world, 1st ed.
  47. (1972). Organisational structure, environment and performance: The role of strategic choice, doi
  48. (1979). Perception, opportunity and profit: Studies in the theory of entrepreneurship, doi
  49. (1998). Productivity, quality and relationship marketing in service operations, doi
  50. (1997). Purchasing's performance as seen by its internal customers: A study in a service organisation, doi
  51. (1994). Qualitative data analysis: An expanded sourcebook, 2nd ed. doi
  52. (1986). Qualitative methods in research on teaching, In:
  53. (2000). Reflexive methodology - new vistas for qualitative research, 1st ed. London, doi
  54. (1999). Relationship marketing defined? An examination of current relationship marketing definitions, doi
  55. (1991). Relationship marketing: Bringing quality, customer service and marketing together, doi
  56. (1994). Repertory grid as a tool for training needs analysis, doi
  57. (1997). Research methods for managers, 2nd ed.,
  58. (1995). Researching strategy formulation and implementation in dynamic environments, doi
  59. (1995). Return on quality (ROQ): Making service quality financially accountable, doi
  60. (1994). Rounding out the manager's job, Sloan Management Review,
  61. (1991). Scandinavian management and the Nordic school of services -contributions to service management and quality, doi
  62. (1992). Serious creativity: Using the power of lateral thinking to create new ideas, doi
  63. (2000). Service quality, profitability and the economic worth of customers: What we know and what we need to learn, doi
  64. (1988). SERVQUAL: A multiple item scale for measuring customers' perceptions of service quality,
  65. (1979). Sociological paradigms and organizational analysis, doi
  66. (1976). Sources of power: Their impact on interchannel conflict, doi
  67. (1997). Spark innovation through empathetic design, Harvard Business Review,
  68. (1989). Strategic intent, doi
  69. (1982). Strategic management and marketing in the service sector.
  70. (1962). Strategy and structure: Chapters in the history of the industrial enterprise, doi
  71. (1978). Successful industrial products from customer ideas, doi
  72. (2000). Techniques to enhance creative thinking, Team Performance Management, doi
  73. (2003). The conceptual development of customer loyalty measurement: A proposed scale, doi
  74. (1990). The core competence of the corporation, doi
  75. (1964). The economics of discretionary behaviour. Managerial objectives in a theory of the firm, doi
  76. (1994). The end of bureaucracy & the rise of the intelligent organisation, doi
  77. (1992). The expertise of the change agent: Public performance and backstage activity,
  78. (1961). The management of innovation, doi
  79. (1989). The new product development map, doi
  80. (1967). The professional manager, International Student Edition.
  81. (2000). The service performance gap: Testing the redeveloped causal model, doi
  82. (2000). The strategy focused organisation: How balanced scorecard companies thrive doi
  83. (1994). The stratological approach to the analysis of competitive position, Marketing Intelligence and Planning, doi
  84. (1970). The structure of scientific revolutions, doi
  85. (2000). Thinking about management, 1st ed.
  86. (1998). Towards an ecological collaborative relationship management: A "co-opetive" perspective, doi
  87. (2003). Trust in managerial relationships, doi
  88. (1983). Value precept disparity: An alternative to disconfirmation of expectation theory of consumer satisfaction, In:
  89. (1992). What's wrong with ethnography?, Methodological explorations, doi
  90. (2000). Why divide consumer and organisational buyer behaviour?, doi
  91. (1995). Why satisfied customers defect,
  92. (1993). You want to do an action research thesis?,

To submit an update or takedown request for this paper, please submit an Update/Correction/Removal Request.