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Exploiting and creating knowledge through customer–supplier relationships: lessons from a case study
Author(s) -
Tunisini Annalisa,
Zanfei Antonello
Publication year - 1998
Publication title -
randd management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.253
H-Index - 102
eISSN - 1467-9310
pISSN - 0033-6807
DOI - 10.1111/1467-9310.00087
Subject(s) - business , knowledge management , supplier relationship management , order (exchange) , customer intelligence , process management , customer to customer , customer advocacy , customer knowledge , customer retention , focus (optics) , customer needs , marketing , computer science , supply chain , supply chain management , physics , finance , service quality , optics , service (business)
Through an in‐depth analysis of a customer–supplier relationship in the information technology market, we illustrate the complexities of vertical coordination processes. We focus on the strategic and organizational criteria that suppliers and customers must design in order to favour interaction between their heterogeneous competencies. In the examined case, the supplier provides general purpose knowledge to be utilized and enriched through the contact with, and fertilization by, application abilities available at the customer level.