ICT provides opportunities for more convenient, more responsive and highly customized information services to business customers as they contact their providers regarding service issues and contract arrangements. This study looks at how ICT-enabled process innovations achieve customer retention...

This paper investigates strategy and control's key effects on relationship performance in German automotive supplier firms, specifically taking the relational aspects into account. In buyer-supplier relationships the more powerful party could exploit the dependent party by means of opportunistic...

This paper examines a development process in which a firm explores alternative approaches for the development of a single product. To do this, the firm employs competing internal teams, but it also needs to involve key suppliers who are responsible for the development of a key component (or...