The Customer Service and Building Safe Relationships between the Enterprise and Suppliers in VUCA Times

Wioletta Wereda, Natalia Moch, Pawel Wereda
European Research Studies Journal, Volume XXVI, Issue 1, 268-279, 2023
DOI: 10.35808/ersj/3110


Purpose: The aim of the article is to present the role of the customer service and building safe relationships between the enterprise and suppliers in VUCA times. Design/Methodology/Approach: The research methods employed in this study were both qualitative and quantitative. The data for analysis was collected through a diagnostic survey method, utilizing a questionnaire technique. Specifically, the Computer-Assisted Telephone Interview (CATI) method was utilized to obtain opinions from respondents via telephonic communication. The survey data was collected during November to December 2021, while interviews of innovative enterprises were conducted during May and June 2022. The study not only used empirical research methods but also theoretical research methods, including the analytical-synthetic method to critically analyze literature on the subject. Abstraction was used to select the necessary elements for analysis. Survey data was compared with recommendations on building safe relationships between enterprises and suppliers by innovative economic units in Poland. The conclusions were formulated through generalization and inference. Findings: The considerations contained in the article are the part of a broader research on the role of the customer service and building safe relationships between the enterprise and suppliers in VUCA times. It should be seen that incorporating quality suppliers into business can greatly enhance customer service and operational efficiency. Establishing secure and favorable relationships with suppliers can also lead to valuable business partnerships, providing fresh insights and opening new avenues for growth. Practical Implications: As the business world remains volatile, uncertain, complex, and ambiguous (VUCA), enterprises can seize a valuable opportunity through and building safe relationships with suppliers. By adopting this advanced approach to supplier management, organizations can foster robust, mutually beneficial relationships with all of their suppliers. Such a strategy is crucial for establishing genuine resilience and security in their supply chain. Originality/value: While articles on forging ties with suppliers abound, there remains a dearth of publications focused solely on building such relationships in innovative enterprises during volatile, uncertain, complex, and ambiguous (VUCA) times. This gap in knowledge is especially pronounced in the context of Poland's NewConnect market.

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