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- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1997 MCB UP Ltd. All rights reserved.
- ISSN
- 1351-3036
- DOI
- 10.1108/14635779710195096
- Publisher site
- See Article on Publisher Site
Abstract
Notes that despite a considerable amount of literature on the impact of strategic purchasing and TQM on organizational performance, empirical evidence of the dynamic link is not easy to find. Examination of current literature identifies confusing definitions of strategic purchasing and TQM processes and the relationship to customer satisfaction. Analysis of a large random sample of manufacturing companies in Australia tests the strength of the relationship between strategic purchasing and customer satisfaction. Considering the literature, a conceptual, wider theoretical framework, together with a strategic purchasing construct and strategic purchasing framework are presented. Reports an empirical investigation on the effect of strategic purchasing variables on customer satisfaction. Presents initial results that suggest strategic purchasing may play a role in customer satisfaction and makes recommendations for future research.
Journal
Benchmarking for Quality Management & Technology – Emerald Publishing
Published: Dec 1, 1997
Keywords: Customer satisfaction; Empirical studies; Purchasing; Quality; Strategy