Purpose – This paper explores what suppliers and customers do in order to integrate their
operations across the supply chain. It also identifies on what contextual factors these specific CSI
practices are contingent.
Design/methodology/approach – The paper uses the multiple case study methodology as a basis
for theory formulation. Insights from nine cases of OEM-supplier relationships in the Italian high
precision air conditioning industry are used to address the research questions and formulate
theoretical propositions.
Findings – The paper develops four theoretical propositions derived from a framework that
identifies four CSI forms contingent on two contextual variables – the value impact of goods
purchased from each supplier and the degree of purchasing goods customization.
Research limitations/implications – This paper provides a framework that advances the
understanding of effective supplier relations management in two ways. Firstly, it gets over the
traditional dichotomy between arm’s length relationships and strategic partnerships by identifying a
more articulated typology of CSI forms. Secondly, it characterizes each of the four CSI forms in terms
of the practices buyers and suppliers apply to manage four key business processes.
Practical implications – The paper provides a template to configure integration in
customer-supplier relations and suggests the different mix of integrative practices business
partners should use in diverse supply chain environments.
Originality/value – The proposed framework improves existing theory that either considers one
single aspect of customer-supplier relations (i.e. pricing, logistics, or new product development) or
interprets interfirm collaboration as a single dimension phenomenon.
