This paper discusses how a firm can become preferred customer, defined as a particular buying firm to whom the supplier allocates better resources than less preferred buyers. Two concepts play a central role for a firm aiming to become preferred customer: (i) customer attractiveness and (ii) supplier satisfaction. However, the current literature still lacks a clear discussion on the conceptual differences between these constructs and their attributes and is ambiguous with regard to the relationships between the concepts. This study addresses these shortcomings. We examine customer attractiveness and supplier satisfaction as distinct conceptual variables and test how these constructs relate to each other and to preferred customer status. We build upon practitioner input and survey data from 91 suppliers to do so. Our analyses show that the impact of customer attractiveness on preferential resource allocation from suppliers is significantly mediated by supplier satisfaction. These findings expand the current understanding of these concepts. In addition, our findings might help managers better evaluate their relationships with suppliers and align their strategies accordingly to obtain better resources from their suppliers.

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Purpose – This paper aims to understand the factors that influence a supplier’s choice to treat selected customers more preferentially than others. Suppliers often lack the resources to treat all their customers equally, instead having to make choices to treat some customers as preferred. Empirical evidence indicates that preferential treatment by suppliers provides substantial benefits for the purchasing firm. Design/methodology/approach – This study applies a mixed-methods approach. First, a qualitative analysis of a sample of buyers from an automotive manufacturer was conducted. In the second step, the findings were triangulated via a quantitative survey among key account managers of the automotive firm’s suppliers. Findings – This paper is the first to provide quantitative data collected from a large sample of automotive suppliers about the drivers of preferential customer treatment. The authors were able to show that the growth opportunities for suppliers and customers’ operative excellence, reliability and relational behavior are factors that induce suppliers to award preferential customer treatment. In contrast, innovation potential for suppliers, customers’ support of suppliers, supplier involvement and contact accessibility do not show a significant effect on suppliers’ behavioral intentions toward preferential customer treatment. Originality/value – The mixed-methods approach is introduced as a form of academic enquiry in supply chain management. The factors influencing preferential customer treatment by suppliers are explored in discussions with purchasers and validated in a subsequent survey among suppliers. Recommendations for managerial practice and theory are drawn.

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In this article, we study the antecedents of supplier innovativeness and supplier pricing. Based on an extensive literature review, we identify different types of antecedents: (1) 'technical' antecedents, which include the capabilities of suppliers to innovate (such as their level of R&D investment) and (2) 'behavioural' antecedents, which focus on the position of the buyer as a supplier's preferred customer. We hypothesise that the two antecedents influence supplier innovativeness in a positive way. Furthermore, we analyse supplier pricing behaviour. We assume that suppliers' awareness of their capabilities to innovate might provoke them to charge unfair prices, while preferred customer status may reverse this tendency and lead to more benevolent supplier pricing behaviour. We test the conceptual framework using a sample of 166 buyer-supplier relations. We find out that technical and behavioural antecedents can explain supplier innovativeness to a large extent, with the role of preferred customer status striking out. Remarkably, whereas we expected that suppliers who are involved in innovation would be found to charge higher prices for their contributions to newly developed products, our results show that this effect is not statistically significant. The missing link between supplier pricing and supplier innovativeness can encourage firms to engage in collaborative innovation, at all, because buyers do not need to fear being overcharged. Implementing a preferred customer policy can improve the conditions for innovating with suppliers.

In the situation of an increase of the role of suppliers, for instance in innovation processes and a scarcity of suppliers, buying firms find themselves in competition for the benevolence of suppliers. In this conference contribution, we introduce the concept of preferred customer status, i.e. a buyer is awarded preferential treatment by its key suppliers when compared to the supplier's other customers. As there is a lack of knowledge of what motivates suppliers to treat certain buyers better than others, our research focuses on the suppliers' evaluation of customers and how it can be influenced by buyers. Based on social exchange theory, we propose a conceptual model that contains customer attractiveness, supplier satisfaction and knowledge of alternative customers as factors influencing suppliers to award preferred customer status to a certain customer. Besides, based on a novel World-Café method, we show what practices CPOs and consultants experience to be important in increasing attractiveness of customers and satisfaction of suppliers. We conclude by suggesting future research directions in this field.

In this chapter, the authors introduce the concept of preferred customer status as a means for creating supply-side induced advantages in highly competitive supplier markets. For the authors, being a preferred customer means that a buyer is awarded preferential treatment of important suppliers compared to what their other customers receive. Taking this into account, having Preferred Customer Status might also have a positive impact on the generation of innovation upstream the supply chain. As there is a lack of knowledge of what motivates suppliers to serve selected buyers better than others, the research presented here focuses on the suppliers’ evaluation of customers and how it can be influenced by buyers. Based on an extensive literature review, an overview is provided of recent contributions on customer attractiveness and supplier satisfaction as the prerequisites for becoming a preferred customer of strategic suppliers. Furthermore, the authors stress the importance of being a preferred customer particularly in a new product development context by empirically testing the impact of preferred customer status on supplier innovativeness in a buyer-seller relationship. They conclude that implementing a preferred customer policy in buying firms can improve the conditions for innovating with suppliers.