Dimensions of quality perceived in B2B relationships: a case study in the public sector

Abstract

The increasing production horizontalization expanded the discussion on quality beyond the border of the organization. Furthermore, the links between buyers and suppliers have now a greater focus, beyond the strictly transactional view of production or service to encompass more dynamic prospects such as relationships and networks. In this context, in the light of the dimensions of Relationship Quality between Companies proposed by Holmlund (1997), the present research aims to identify the specificities which characterize the relationship quality of a public agency and its private suppliers, more specifically in reprography and printing service contracts. The study found that the Quality of Relationship between companies involves different people and functions with different needs and importance. It has been found that the idea of reciprocal, long-term and mutually beneficial relationships, with shared information and resource transfer standards, is discouraged by many legal regulations that limit the government’s relationship with its service providers, especially regarding length of relationship, cost and flexibility.

Keywords

• Qualidade Percebida de Relacionamento. Gestão de Fornecedores. Acordo de Nível de Serviço. Relacionamentos de Negócios