An exploration of the ‘dark side’ associations of conflict, power and dependence in customer – supplier relationships | The OR Briefings

An exploration of the ‘dark side’ associations of conflict, power and dependence in customer – supplier relationships

Research Briefing

All of us have probably had issues with a telephone or utilities supplier at some point. Some of the larger companies frequently have very poor customer service reputations and this does impact on their ability to retain business. A paper just published by researchers in France looked at the component parts of the ‘dark side’ of customer – supplier relationships.

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