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....