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Antecedents and benefits of supplier satisfaction in a buyer-supplier relationship : a case study at company X and three of its key suppliers

Bockstette, A.E. (2017) Antecedents and benefits of supplier satisfaction in a buyer-supplier relationship : a case study at company X and three of its key suppliers.

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Abstract:In the last few years, the concept of supplier satisfaction has received more and more attention. Previously, the relationship between buyer und supplier was seen from the supplier’s side making it their responsibility to compete and satisfy their customers. However, this focus has shifted to the buyer and research so far has been mostly conducted from a theoretical perspective with a small number of qualitative research. To provide more practical evidence on the antecedents of supplier satisfaction, a case study in the mechanical engineering industry has been conducted. This study confirms a large number of previously identified drivers of supplier satisfaction, but also presents various new factors that have not been mentioned in literature before. It was found that relational behaviour and its second-tier antecedents, reliability and involvement to be the most influential components. However, confirming that antecedents are indeed of operational nature and relational aspects. This study also explored the influence of strategic positioning of suppliers with help of the Kraljic matrix, customer segmentation and buyer status on supplier satisfaction. It was found that the three concepts have an indirect influence on satisfaction as they all affect the relational behaviour, the partner’s commitment to the relationship, preferential treatment and thus, the quality of the relationship.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:International Business Administration BSc (50952)
Link to this item:http://purl.utwente.nl/essays/72639
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