Creating Value through Services and Relationships: The Perception of Purchasing Companies

The study analyses how purchasing companies perceive value added in the products and services purchased from their suppliers. Secondarily, it identifies the determining criteria for the decision to purchase and the development of lasting relationships. As a method of research, multiple case studies were used in 12 companies in three distinct industries with production units in southern Brazil. The results of the survey revealed that the elements that add value are perceived differently depending on the industry and may be related to the type of business and the strategies adopted by companies. The metal-mechanics industry is more demanding regarding the criteria for adding value and relationship. The food and furniture industries prioritize the creation and the delivery of value.