Design/methodology/approach - Drawing on diverse streams of research, the authors develop and test an integrated model m which customer focus is proposed to foster supply-chain relational capabilities, leading to beneficial performance outcomes. This study's empirical validity is enhanced by collecting data from over 200 us manufacturing firms and testing the model using SEM. Findings - This empirical investigation documents significant positive relationships between (a) customer focus and supply-chain relational capabilities, (b) customer focus and customer service, (c) supply-chain relational capabilities and customer service, and (d) customer service and financial performance.