Becoming a preferred customer one step at a time

Analysis of suppliers' preferences to a manufacturer using Kano model and performance value analysis

“…Basically, the Kano model was aimed at capturing the customer satisfaction based on the characteristic performance attributes of a product or service. However, here it is aimed at capturing the supplier satisfaction which can ultimately make a manufacturer a PC over its competitors a concept of reverse marketing (Nollet et al, 2012). Here the purpose of classification is due to the fact that, not every PCE is equally important and capable in contributing for supplier satisfaction.…”

“…This refers to the degree to which competent personnel from both the sides pay visits at various stages of value addition process (Routroy, 2008;Hüttinger et al, 2012;Nollet et al, 2012;Ellegaard and Koch, 2012). …”

“…• Top management commitment (TMC): This indicates the degree of commitment displayed by the top management on both the sides in materialising the mutually proposed initiatives and activities (Schiele, 2010;Nollet et al, 2012;Horn et al, 2014).…”

“…• Buyer-supplier communication (BCM): This refers to the information availability and visibility maintained from both the sides (Nollet et al, 2012;Hüttinger et al, 2012;La Rocca et al, 2012;Yeniyurt et al, 2014).…”

Achieving preferred customer status in the Dutch plastics recycling industry

“…In the literature this is referred to as "supplier satisfaction" (Baxter, 2012;Benton & Maloni, 2005;Essig & Amann, 2009;Hald, 2012;Hüttinger, et al, 2012;Nollet, Rebolledo & Popel, 2012;Nyaga, Whipple & Lynch, 2010;Schiele, Calvi & Gibbert, 2012;Schiele, Veldman & Hüttinger, 2010;Trent & Zacharia, 2012). Where a demand organisation understands how to distinguish itself from its competitors by better meeting the needs of the supplier than the competitors can, it may become possible to obtain preferential treatment from the supplier, referred to in literature as "preferred customer status" (Baxter, 2012;Ellis, Henke & Kull, 2012;Hüttinger, Schiele & Schröer, 2014;Moody, 1992;Nollet et al, 2012;Schiele, 2012;Schiele et al, 2012;Schiele et al, 2010;Schiele, Veldman & Hüttinger, 2011;Trent & Zacharia, 2012). A supplier can only be satisfied by the performance of their customer and give them preferred customer status after a customer is in the picture, so that positive expectations can be created with the potential supplier.…”