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To link to full-text access for this article, visit this link: http://dx.doi.org/10.1016/j.indmarman.2010.06.012 Byline: Catarina Roseira (a), Carlos Brito (a), Stephan C. Henneberg (b) Keywords: Supplier network; Supplier interaction; Cross-over effect; Supplier management Abstract: Building and managing a supplier base has been referred to in the literature as a key aspect of supplier management. Scholars have proposed a number of models aimed at enhancing the effectiveness of supplier network management, mainly based on a portfolio approach. In the IMP tradition of research, those models are often criticized as they ignore the interdependencies between the different existing dyadic relationships of a focal buyer company and its suppliers. Such interdependencies are the main focus of this paper, which has four objectives: (1) To analyze the types of relationships linking suppliers, (2) to understand the factors and dynamics underlying the creation and management of these relationships (3) to uncover existing links between buyer-supplier and supplier-supplier relationships, and (4) to clarify how different configurations of supplier relationship interactions impact on the performance of the actors involved. The paper discusses two empirical case studies, using the supplier networks of two focal buyer companies. We find that supplier interdependencies are mainly a by-product of the buyer-supplier dyads. Furthermore, the nature and dynamics of these dyads are a strong determinant of the scope and frequency of supplier connections and the corresponding effects on performance. Author Affiliation: (a) Faculty of Economics, University of Porto, Rua Dr. Roberto Frias, 4200-464 Porto, Portugal (b) Manchester Business School, University of Manchester, Booth Street West, Manchester M15 6PB, United Kingdom Article History: Received 22 May 2009; Revised 11 April 2010; Accepted 19 May 2010

To link to full-text access for this article, visit this link: http://dx.doi.org/10.1016/j.indmarman.2009.05.008 Byline: Stephan C. Henneberg (a), Thorsten Gruber (a), Alexander Reppel (b), Bahar Ashnai (a), Peter Naude (a) Keywords: Complaint management; Business-to-business; Supplier relationships; Laddering; Means-end approach Abstract: This study explores complaint management expectations in business relationships, particularly the qualities and behaviours that affect buying companies as part of the complaint handling encounter with a supplier. An exploratory empirical study uses a hard laddering approach which also allows us to compare the expectations of large and small companies to understand size-effects. The research indicates that complaining companies perceive disruptions of their supplier relationships in the context of the business network within which they are embedded, especially vis-a-vis the benefits associated with long-term supplier ties. However, these network concerns are more pronounced for large companies. Issues of effective complaint management in business-to-business settings therefore need to be addressed not just as isolated managerial activities with limited benefits for the parties involved, but should be seen as being part of a wider activity set of strategic networking activities with an impact on whole business systems. Thus, the findings enrich the existing limited stock of knowledge on the context of complaint management in business relationships and networks. Author Affiliation: (a) Manchester IMP Research Group, Manchester Business School, The University of Manchester, UK (b) School of Management, Royal Holloway, University of London, UK Article History: Received 25 November 2008; Revised 11 May 2009; Accepted 13 May 2009

A study explores the attributes that buying organizations expect with regard to complaint resolution management in an asymmetric business-to-business context. Results suggest that etake quick actionE and emaintain supplier relationshipsE are important complaint resolution management expectations in an asymmetric business-to-business context.

In this article, the authors extend the current literature on servitization by taking a configurational perspective, aiming to understand the interplay between the drivers (conditions) that lead to certain equifinal outcomes of servitization. By taking stock of the servitization literature using the contingency theory of strategy as a foundational theory and the strategy–structure–environment approach as a primary framework to systematically review and analyze the identified configurational servitization studies, the authors identify commonalities and gaps in the literature and set directions for future research.