Customer Versus Supplier Expectations: Bringing in Value Beyond Just the Widgets

Authors

Knowledge@SMU

Publication Type

Journal Article

Publication Date

8-2007

Abstract

In a highly competitive world where the customer expects to be king, why are so many firms unhappy with the products they purchase, sales staff who over-promise and don’t deliver, and less than optimal after-sales service? In a recent paper published in the Journal of Marketing, Singapore Management University marketing professor Kapil R. Tuli and Emory University professors Ajay K.Kohli and Sundar G. Bhardwaj shed light on what appears to be a fundamental mismatch between customer expectations and what suppliers think their customers want.

Disciplines

Business

Copyright Owner and Holder

Copyright © Singapore Management University 2012

Licece/Creative Commons Licence

This work is licensed under a Creative Commons Attribution-NonCommercial-No Derivative Works 4.0 International License.

Article ID

1082

Subject(s)

Operations Management

Citation

Knowledge@SMU. Customer Versus Supplier Expectations: Bringing in Value Beyond Just the Widgets. (2007).
Available at: https://ink.library.smu.edu.sg/ksmu/331