{"id":"https://openalex.org/W1997153602","doi":"https://doi.org/10.1108/14635779710195096","title":"The relationship between strategic purchasing and customer satisfaction within a total quality management environment","display_name":"The relationship between strategic purchasing and customer satisfaction within a total quality management environment","publication_year":1997,"publication_date":"1997-12-01","ids":{"openalex":"https://openalex.org/W1997153602","doi":"https://doi.org/10.1108/14635779710195096","mag":"1997153602"},"language":"en","primary_location":{"id":"doi:10.1108/14635779710195096","doi":"https://doi.org/10.1108/14635779710195096","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14635779710195096","pdf_url":null,"source":{"id":"https://openalex.org/S4210233018","display_name":"Benchmarking for Quality Management & Technology","issn_l":"1351-3036","issn":["1351-3036","2051-316X"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Benchmarking for Quality Management & Technology","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","datacite"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://figshare.com/articles/journal_contribution/The_Relationship_Between_Strategic_Purchasing_and_Customer_Satisfaction_Within_a_Total_Quality_Management_Environment/5084941","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5022232787","display_name":"Terry Brookshaw","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I56590836","display_name":"Monash University","ror":"https://ror.org/02bfwt286","country_code":"AU","type":"education","lineage":["https://openalex.org/I56590836"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Terry Brookshaw","raw_affiliation_strings":["Department of Management, Faculty of Business and Economics, Monash University, East Caulfield, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management, Faculty of Business and Economics, Monash University, East Caulfield, Australia","institution_ids":["https://openalex.org/I56590836"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5059364051","display_name":"Mil\u00e9 Terziovski","orcid":"https://orcid.org/0000-0002-0815-4798","observed_orcids":["https://orcid.org/0000-0002-0815-4798"]},"institutions":[{"id":"https://openalex.org/I56590836","display_name":"Monash University","ror":"https://ror.org/02bfwt286","country_code":"AU","type":"education","lineage":["https://openalex.org/I56590836"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Mile Terziovski","raw_affiliation_strings":["Department of Management, Faculty of Business and Economics, Monash University, East Caulfield, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management, Faculty of Business and Economics, Monash University, East Caulfield, Australia","institution_ids":["https://openalex.org/I56590836"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I56590836"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":29,"citation_normalized_percentile":{"value":0.29455446,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"4","issue":"4","first_page":"244","last_page":"258"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.9976000189781189,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.9976000189781189,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.002099999925121665,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12905","display_name":"Management Systems and Quality Improvement","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/strategic-procurement","display_name":"strategic purchasing","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9520000219345093},{"id":"https://openalex.org/keywords/total-quality-management","display_name":"total quality management","score":1.0},{"id":"https://openalex.org/keywords/manufacturing-firms","display_name":"manufacturing companies","score":0.6320000290870667},{"id":"https://openalex.org/keywords/organizational-performance","display_name":"organizational performance","score":0.777999997138977},{"id":"https://openalex.org/keywords/supply-management","display_name":"supply management","score":0.41200000047683716}],"concepts":[{"id":"https://openalex.org/C2778813691","wikidata":"https://www.wikidata.org/wiki/Q1369832","display_name":"Purchasing","level":2,"score":0.8297978639602661},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7043144702911377},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6554406881332397},{"id":"https://openalex.org/C138897024","wikidata":"https://www.wikidata.org/wiki/Q381001","display_name":"Total quality management","level":3,"score":0.6365382671356201},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.620720624923706},{"id":"https://openalex.org/C48243021","wikidata":"https://www.wikidata.org/wiki/Q932522","display_name":"Strategic planning","level":2,"score":0.47835201025009155},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4329943358898163},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.42552900314331055},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.4196212589740753},{"id":"https://openalex.org/C2780801425","wikidata":"https://www.wikidata.org/wiki/Q5164392","display_name":"Construct (python library)","level":2,"score":0.4188621938228607},{"id":"https://openalex.org/C13606891","wikidata":"https://www.wikidata.org/wiki/Q2623243","display_name":"Conceptual model","level":2,"score":0.4184555411338806},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3915433883666992},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3226408362388611},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.1854165494441986},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.11877501010894775},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1108/14635779710195096","doi":"https://doi.org/10.1108/14635779710195096","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14635779710195096","pdf_url":null,"source":{"id":"https://openalex.org/S4210233018","display_name":"Benchmarking for Quality Management & Technology","issn_l":"1351-3036","issn":["1351-3036","2051-316X"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Benchmarking for Quality Management & Technology","raw_type":"journal-article"},{"id":"pmh:oai:figshare.com:article/5084941","doi":null,"is_oa":true,"landing_page_url":"https://figshare.com/articles/journal_contribution/The_Relationship_Between_Strategic_Purchasing_and_Customer_Satisfaction_Within_a_Total_Quality_Management_Environment/5084941","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"},{"id":"doi:10.4225/03/59377a3a97d11","doi":"https://doi.org/10.4225/03/59377a3a97d11","is_oa":true,"landing_page_url":"https://doi.org/10.4225/03/59377a3a97d11","pdf_url":null,"source":{"id":"https://openalex.org/S7407052105","display_name":"Monash University","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article-journal"}],"best_oa_location":{"id":"pmh:oai:figshare.com:article/5084941","doi":null,"is_oa":true,"landing_page_url":"https://figshare.com/articles/journal_contribution/The_Relationship_Between_Strategic_Purchasing_and_Customer_Satisfaction_Within_a_Total_Quality_Management_Environment/5084941","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":24,"referenced_works":["https://openalex.org/W205249025","https://openalex.org/W1576685237","https://openalex.org/W1972558999","https://openalex.org/W1976729831","https://openalex.org/W2015832259","https://openalex.org/W2036672849","https://openalex.org/W2050669845","https://openalex.org/W2057356631","https://openalex.org/W2059006177","https://openalex.org/W2063488147","https://openalex.org/W2068559918","https://openalex.org/W2069928205","https://openalex.org/W2071115124","https://openalex.org/W2080050573","https://openalex.org/W2080088079","https://openalex.org/W2131098352","https://openalex.org/W2150242687","https://openalex.org/W2165825953","https://openalex.org/W3022562948","https://openalex.org/W3045254453","https://openalex.org/W3179025251","https://openalex.org/W4252771504","https://openalex.org/W4285719527","https://openalex.org/W6720936187"],"related_works":["https://openalex.org/W2937498188","https://openalex.org/W2015832259","https://openalex.org/W7061441969","https://openalex.org/W4214554142","https://openalex.org/W2092371767","https://openalex.org/W1987994725","https://openalex.org/W2055414510","https://openalex.org/W4417266477","https://openalex.org/W3209641197","https://openalex.org/W7216264540"],"abstract_inverted_index":{"Notes":[0],"that":[1,109],"despite":[2],"a":[3,51,75,82,115],"considerable":[4],"amount":[5],"of":[6,11,21,31,37,50,55,63,99],"literature":[7,33],"on":[8,16,96,103],"the":[9,22,44,61,64,73,97],"impact":[10],"strategic":[12,38,67,83,87,100,111],"purchasing":[13,39,68,84,88,101,112],"and":[14,40,43,69,86,120],"TQM":[15,41],"organizational":[17],"performance,":[18],"empirical":[19,94],"evidence":[20],"dynamic":[23],"link":[24],"is":[25],"not":[26],"easy":[27],"to":[28,46],"find.":[29],"Examination":[30],"current":[32],"identifies":[34],"confusing":[35],"definitions":[36],"processes":[42],"relationship":[45,65],"customer":[47,70,104,118],"satisfaction.":[48,71,105],"Analysis":[49],"large":[52],"random":[53],"sample":[54],"manufacturing":[56],"companies":[57],"in":[58,117],"Australia":[59],"tests":[60],"strength":[62],"between":[66],"Considering":[72],"literature,":[74],"conceptual,":[76],"wider":[77],"theoretical":[78],"framework,":[79],"together":[80],"with":[81],"construct":[85],"framework":[89],"are":[90],"presented.":[91],"Reports":[92],"an":[93],"investigation":[95],"effect":[98],"variables":[102],"Presents":[106],"initial":[107],"results":[108],"suggest":[110],"may":[113],"play":[114],"role":[116],"satisfaction":[119],"makes":[121],"recommendations":[122],"for":[123],"future":[124],"research.":[125]},"counts_by_year":[{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":2}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}