The relationship between strategic purchasing and customer satisfaction within a total quality management environment

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.

Citation

Brookshaw, T. and Terziovski, M. (1997), "The relationship between strategic purchasing and customer satisfaction within a total quality management environment", Benchmarking for Quality Management & Technology, Vol. 4 No. 4, pp. 244-258. https://doi.org/10.1108/14635779710195096