Dimensions of quality perceived in B2B relationships: a case study in the public sector
DOI:
https://doi.org/10.14488/1676-1901.v15i4.1975Keywords:
Perceived Relationship Management. Suppliers Management. Service Level Agreement. Business Relationships.Abstract
The increasing production horizontalization expanded the discussion on quality beyond the border of the organization. Furthermore, the links between buyers and suppliers have now a greater focus, beyond the strictly transactional view of production or service to encompass more dynamic prospects such as relationships and networks. In this context, in the light of the dimensions of Relationship Quality between Companies proposed by Holmlund (1997), the present research aims to identify the specificities which characterize the relationship quality of a public agency and its private suppliers, more specifically in reprography and printing service contracts. The study found that the Quality of Relationship between companies involves different people and functions with different needs and importance. It has been found that the idea of reciprocal, long-term and mutually beneficial relationships, with shared information and resource transfer standards, is discouraged by many legal regulations that limit the government’s relationship with its service providers, especially regarding length of relationship, cost and flexibility.Downloads
Published
How to Cite
Issue
Section
License
The Journal reserves the right to make spelling and grammatical changes, aiming to keep a default language, respecting, however, the style of the authors.
The published work is responsibility of the (s) author (s), while the Revista Produção Online is only responsible for the evaluation of the paper. The Revista Produção Online is not responsible for any violations of Law No. 9.610 / 1998, the Copyright Act.
The journal allows the authors to keep the copyright of accepted articles, without restrictions
This work is licensed under a Creative Commons License .