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A case study : assessing the antecedents and benefits of supplier satisfaction

Hegenberg, Jan (2017) A case study : assessing the antecedents and benefits of supplier satisfaction.

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Abstract:As the trend to decrease the number of suppliers and of more oligopolistic market structures is increasing, it is becoming more and more important for buyers to achieve a preferred customer status, which cannot be achieved without supplier satisfaction. This case study further explores the concept of supplier satisfaction while focusing on antecedents, benefits and the relationship to buyer status and customer segmentation. The findings of this research show that transparency is a factor influencing supplier satisfaction, but has not been included in the most recent model describing supplier satisfaction and should thus be validated in a larger setting. Furthermore, buyer status was found to have a large impact on the preferential treatment a buyer receives, but does not seem to be related to supplier satisfaction. Lastly, the concept of gut feeling was found to heavily influence the segmentation process of suppliers, and the decision weather a buyer receives a preferred customer status or not. This concept has not been explored yet in this context and this paper suggests doing so in further research.
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/72661
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