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Customer attractiveness, supplier satisfaction and preferred customer status: Introduction, definitions and an overarching framework

Author

Listed:
  • Holger Schiele

    (University of Twente)

  • Richard Calvi

    (IREGE - Institut de Recherche en Gestion et en Economie - USMB [Université de Savoie] [Université de Chambéry] - Université Savoie Mont Blanc)

  • Michael Gibbert

    (University of Lugano - University of Lugano)

Abstract

Industrial markets are frequently characterized by an oligopolistic market structure. As a result, suppliers may become highly selective with respect to decisions that involve collaborating with certain customers. Buying firms must therefore be more attractive than their rivals to obtain opportunities to collaborate with these selective suppliers. This apparently counterintuitive inversion of the classical marketing approach (that is, relationships that involve buyers competing for suppliers rather than the other way round) constitutes the foundation of the special issue that is introduced in this paper. In this paper, we present key terms and propose a model of preferred customership that uses a social exchange perspective to link customer attractiveness, supplier satisfaction and preferred customer status. The papers that contribute to this special issue are introduced within the context of this framework. Finally, this paper concludes with suggestions for future research directions.

Suggested Citation

  • Holger Schiele & Richard Calvi & Michael Gibbert, 2012. "Customer attractiveness, supplier satisfaction and preferred customer status: Introduction, definitions and an overarching framework," Post-Print hal-00948480, HAL.
    • Handle: RePEc:hal:journl:hal-00948480
    DOI: 10.1016/j.indmarman.2012.10.002
    Note: View the original document on HAL open archive server: https://hal.science/hal-00948480
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    Citations

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    Cited by:

    1. Majdi A. Quttainah, 2020. "The Role of Organizational Trust and JOY in Organization’s Strategic Behaviour," FIIB Business Review, , vol. 9(1), pages 42-54, March.
    2. Justus Erich Eggers & Erwin Hofman & Holger Schiele & Elmar Holschbach, 2017. "Identifying The ‘Right’ Supplier For Module Developments — A Cross-Industrial Case Analysis," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 21(03), pages 1-33, April.
    3. Daniel Wäldchen & Andreas H. Glas & Michael Essig, 2021. "Choice Behavior in Innovation Exchange Between Buyers and Sellers," Schmalenbach Journal of Business Research, Springer, vol. 73(2), pages 273-305, June.
    4. Patrucco, Andrea S. & Schoenherr, Tobias & Moretto, Antonella, 2024. "Sustaining commitment in preferred buyer-supplier relationships: How to retain the ‘customer of choice’ status?," International Journal of Production Economics, Elsevier, vol. 270(C).
    5. Hesping, Frank Henrik & Schiele, Holger, 2016. "Matching tactical sourcing levers with the Kraljič matrix: Empirical evidence on purchasing portfolios," International Journal of Production Economics, Elsevier, vol. 177(C), pages 101-117.
    6. Roya Ghamari & Mohammad Mahdavi-Mazdeh & Seyed Farid Ghannadpour, 2022. "Resilient and sustainable supplier selection via a new framework: a case study from the steel industry," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 24(8), pages 10403-10441, August.
    7. Tóth, Zsófia & Thiesbrummel, Christoph & Henneberg, Stephan C. & Naudé, Peter, 2015. "Understanding configurations of relational attractiveness of the customer firm using fuzzy set QCA," Journal of Business Research, Elsevier, vol. 68(3), pages 723-734.
    8. Marika Makkonen & Anna Aminoff & Katri Valkokari, 2018. "Stimulating Supplier Innovation In A Complex And Regulated Business Environment — A Dyadic Case Study," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 22(03), pages 1-34, April.
    9. Min-Chih Hsu & Hsuan-Shih Lee, 2023. "Applying AHP-IFNs-DEMATEL in Establishing a Supplier Selection Model: A Case Study of Offshore Wind Power Companies in Taiwan," Energies, MDPI, vol. 16(11), pages 1-23, June.
    10. Antonella La Rocca & Ivan Snehota, 2021. "Mobilizing suppliers when starting up a new business venture," Post-Print hal-03328945, HAL.
    11. Jeremy J. Kovach & Morgan Swink & Mauricio Rodriguez, 2023. "Delaying supplier payments to increase buyer profits," Journal of Supply Chain Management, Institute for Supply Management, vol. 59(1), pages 26-47, January.
    12. Vos, Frederik G.S. & Schiele, Holger & Hüttinger, Lisa, 2016. "Supplier satisfaction: Explanation and out-of-sample prediction," Journal of Business Research, Elsevier, vol. 69(10), pages 4613-4623.
    13. Tsai, Ming-Chih & Merkert, Rico & Tsai, Mei-Ting & Lin, Shiau-Chi, 2021. "Towards a taxonomy-based preferred-customer model for suppliers in air cargo express service markets," Journal of Air Transport Management, Elsevier, vol. 90(C).
    14. Richard Glavee-Geo & Per Engelseth & Arnt Buvik, 2022. "Power Imbalance and the Dark Side of the Captive Agri-food Supplier–Buyer Relationship," Journal of Business Ethics, Springer, vol. 178(3), pages 609-628, July.
    15. Nico D. A. Steenstra & Cees J. Gelderman & Jos M. C. Schijns & Janjaap Semeijn, 2019. "Supplier Contribution To Buyer Innovativeness: The Influence Of Customer Attractiveness And Strategic Fit," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 24(02), pages 1-22, April.
    16. Patrucco, Andrea S. & Moretto, Antonella & Luzzini, Davide & Glas, Andreas H., 2020. "Obtaining supplier commitment: antecedents and performance outcomes," International Journal of Production Economics, Elsevier, vol. 220(C).
    17. Subramanian, Nachiappan & Gunasekaran, Angappa & Abdulrahman, Muhammad D. & Qiao, Crystal, 2019. "Out-in, in-out buyer quality innovation pathways for new product outcome: Empirical evidence from the Chinese consumer goods industry," International Journal of Production Economics, Elsevier, vol. 207(C), pages 183-194.
    18. Vos, F.G.S. & Van der Lelij, R. & Schiele, H. & Praas, N.H.J., 2021. "Mediating the impact of power on supplier satisfaction: Do buyer status and relational conflict matter?," International Journal of Production Economics, Elsevier, vol. 239(C).
    19. Cambra-Fierro, Jesús & Polo-Redondo, Yolanda & Trifu, Andreea, 2021. "Short-term and long-term effects of touchpoints on customer perceptions," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    20. Woodside, Arch G. & Baxter, Roger, 2015. "Imprinting, honeymooning, or maturing: Testing three theories of how interfirm social bonding impacts suppliers' allocations of resources to business customers," Australasian marketing journal, Elsevier, vol. 23(2), pages 96-106.
    21. Ruz-Mendoza, Miguel Á. & Trifu, Andreea & Cambra-Fierro, Jesús & Melero-Polo, Iguácel, 2021. "Standardized vs. customized firm-initiated interactions: Their effect on customer gratitude and performance in a B2B context," Journal of Business Research, Elsevier, vol. 133(C), pages 341-353.
    22. Glynn, Mark S., 2015. "Introduction to the special issue," Australasian marketing journal, Elsevier, vol. 23(2), pages 94-95.

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