Her results show that different customers integrate the competence of a common supplier into their own processes in different ways. How this occurs, depends on an array of factors. One is the role that the customer and the supplier expect the supplier to play in the relationship. This role is not always explicitly discussed between the parties.
Another factor is that the supplier needs to have well-performed processes in order to support the customer. This can be difficult if the corporate culture enhances some processes and neglects others. In fact, it requires more than well-performed processes for the customer to perceive that a supplier differentiates itself from competitors. The key in the customer-supplier interaction is to hold a continuous dialogue on value-in-use, i.e. the values that the customer wants to create with its processes.
Jönköping International Business School (JIBS) is one of four schools within Jönköping University. The School offers study programmes and courses in business administration, economics, informatics and law with an international focus. Research at JIBS focuses on entrepreneurship, business renewal and internationalisation. JIBS has some 2,100 registered students, 240 employees and a turnover of approximately SEK 180 million. For more information please visit www.jibs.se