Cross-case Analysis

Abstract

Having outlined the empirical descriptive case studies, in this chapter we will analyse their implications for our research model. First, we relate our findings to the core constructs as mentioned in Chapter 2. We will discuss our findings based on the principle of concept mapping. In addition, we found another construct that is perceived as important, the provider’s sourcing strategy. This construct is discussed and also explained. Secondly, we analyse our findings and relate them to our research model. Finally, we will summarize our findings and describe our conclusions.

Customers have no reservations when it comes to complaining about suppliers. But suppliers will never publicly complain about customers. If suppliers could speak openly, they would tell customers to stop harping on price and instead focus on value. Rarely will the low cost supplier also be the supplier with the best quality, best service, and best overall value.

(Mary Lacity)