Purpose: Customer participation (CP) has received considerable interest in the service literature as a way to improve the customer experience and reduce service providers' costs. While its benefits are not in question, there is a paucity of research on potential pitfalls. This paper provides a...

Investigates the change in requirements to sustain supplier alliances as the relationship matures. Notes that the trend to outsource more materials and services has made firms more reliant on their sources of supply. This has led to a move towards increasingly collaborative supplier...