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ABSTRACT
The aim of this study is to explore supplier selection and relationship management in hotels in the Accra Metropolis of Ghana. An explorative qualitative multiple case study was employed for the study. The results reveal that supplier identification was through the direct approach, agents/experts search, professional networks, request for proposal and supplier-self reconnaissance. Efficiency and effectiveness, cost of service, supplier credibility and inside knowledge were important in the selection process. The findings also reveal that relationship management was cardinal to safeguarding the buyer-supplier relationship. Contracts, job evaluation, downtime/lead time, supplier trustworthiness and guest comment cards were essential tools used in relationship management. The paper ends with some conclusions and managerial implications for hotel managers.
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No potential conflict of interest was reported by the authors.
Additional information
Notes on contributors
Stephen Edem Hiamey
Stephen Edem Hiamey holds a PhD in Hospitality Management. He is a lecturer at the Department of Hospitality and Tourism Management, University of Cape Coast, Cape Coast, Ghana. His research interests include consumer/tourist behaviour, strategic management in the hospitality context, qualitative enquiry, and tourism product development.
Grace Aba Hiamey
Grace Aba Hiamey is a graduate assistant at the Department of Hospitality and Tourism Management, University of Cape Coast, Cape Coast, Ghana. Her research interests are hospitality operations management and consumer behaviour in relation to food and nutrition.