Purpose – The purpose of this paper is to report on nine in‐depth case histories of manufacturing firms introducing significant new service innovations. Manufacturing firms are under increasing pressure to diversify into lines of business that offer unique contributions to long term...

Purpose – This study aims to test both customer and supplier performance benefits associated with closer relational exchanges in light of both resource and technological environmental contingencies. Design/methodology/approach – The research involved a survey of 1,170 managers in the pulp...

Purpose – The purpose of this research is to understand factors related to increased customer purchases from suppliers during different stages of the customer‐supplier relationship. Design/methodology/approach – A survey of 372 professionals in the paper industry was conducted to...

Purpose – The purpose of this research is to understand what pricing, purchasing, product defect and late deliveries factors are associated with the decisions of small, medium and large size customers to enter into closer customer‐supplier relationships with their suppliers....