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Article
Supply chain relationships for customer satisfaction in China : interdependence and cooperative goals
Asia Pacific Journal of Management
  • Shiu Ho, Alfred WONG, Lingnan University
  • Dean William TJOSVOLD, Lingnan University
  • Pengzhu ZHANG, Shanghai Jiaotong University
Document Type
Journal article
Publication Date
6-1-2005
Publisher
Springer New York LLC
Keywords
  • supply chain,
  • goal interdependence,
  • trust,
  • continuous improvement,
  • customer satisfaction
Abstract

This study develops a model based on Deutsch’s theory of cooperation and competition to clarify the supply chain relationships and interactions that contribute to customer satisfaction. Results of structural equation analyses suggest that organizations and suppliers and organizations and distributors who recognize each other’s importance develop cooperative rather than competitive and independent goals. With cooperative goals, they come to trust each other and work for continuous improvement; these relationships in turn result in the products and service that satisfy customers. Results were interpreted as suggesting that cooperative goals are an important basis for developing effective supply chain partnerships in Asia and perhaps in other regions as well.

DOI
10.1007/s10490-005-1254-0
E-ISSN
15729958
Publisher Statement
Copyright © Springer Science + Business Media, Inc. 2005
Full-text Version
Publisher’s Version
Language
English
Citation Information
Wong, A., Tjosvold, D., & Zhang, P. (2005). Supply chain relationships for customer satisfaction in China: Interdependence and cooperative goals. Asia Pacific Journal of Management, 22(2), 179-199. doi: 10.1007/s10490-005-1254-0