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The nexus between formalization and trust in the management of the client-supplier relation

The great challenge in the initial phase of the client-supplier interaction is to achieve a level of trust enough to overcome the constraints imposed by the mutual lack of knowledge. Therefore, this study evaluates the behavior of those agents focusing on "learning how to cooperate". The objective is to assess the effects of formal control mechanisms for the building of trusting work environments. This is an explanatory study that uses the case study method to collect and analyze data. The case addresses thoroughly the initial phase of the interaction process between a household appliance and pan manufacturer and its suppliers. The study did not completely corroborate the central proposition, based on relevant literature, that the formalization of relationships, through the introduction of control and coordination mechanisms, in the initial phase of client-supplier interaction promotes trust and exchange of information between the agents.

Client-supplier relation; Formalization; Control; Coordination; Trust


Universidade Federal de São Carlos Departamento de Engenharia de Produção , Caixa Postal 676 , 13.565-905 São Carlos SP Brazil, Tel.: +55 16 3351 8471 - São Carlos - SP - Brazil
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