1 The deterioration of a business relationship Typological approach of the customers’ reaction David VIDAL Université Montpellier II IUT Montpellier – CR2M 99 Avenue Occitanie 34296 Montpellier Cedex 5 (France) Email: david.vidal@univ-montp2.fr Hervé FENNETEAU Université Montpellier I ISEM – CR2M Espace Richter – Rue Vendémiaire – Bât. B 34960 Montpellier Cedex 2 (France) Email: herve.fenneteau@univ-montp1.fr Gilles PACHÉ Aix-Marseille Université CRET-LOG 413 Avenue Gaston Berger 13625 Aix-en-Provence Cedex (France) Email: gilles.pache@univ-amu.fr Abstract Inter-organisational relationships are sometimes subject to degradation. When incidents arise, and relationship attractiveness decreases, its evolution becomes uncertain. Adopting the supplier perspective, and starting from the idea that the outcome of the degradation process is mainly determined by customers’ reactions, this paper aims to develop a framework helping managers to understand those reactions. We propose that customers’ reactions vary as a function of the nature of the business relationship and the customer commitment when degradation begins. Based on a qualitative case study, a typology of business relationships is presented and it explains the specific reaction that each type of customer is likely to adopt. Keywords: buyer-supplier relationship typology, commitment, degradation, EVLN model. Topic: Purchasing & Supply Strategies