Benefits, antecedents, buyer status and customer segmentation in relation to supplier satisfaction : a multiple case study at company X and three of its key suppliers

Brüning, Maximilian (2017) Benefits, antecedents, buyer status and customer segmentation in relation to supplier satisfaction : a multiple case study at company X and three of its key suppliers.

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Abstract:Over the past years, the importance of satisfying key suppliers in order to become a preferred customer and outcompete other customers has received increased attention in the literature. Research so far has been mostly conducted from a theoretical perspective and only a few case studies exist. Furthermore, the influence of supplier satisfaction in indirect procurement practices has been rarely studied. Therefore, this dual perspective case study strives to further define the concept of supplier satisfaction in relation to different concepts within the context of indirect procurement. In addition to earlier studied concepts, such as benefits, antecedents and drivers, new concepts like buyer status, customer segmentation and the Kraljic Matrix are considered and investigated with regard on their influence on supplier satisfaction. This case study confirms several of earlier identified benefits, antecedents and drivers. Nevertheless, also new antecedents and benefits can be added to the literature. Regarding the newly introduced concepts this study reveals a positive relationship between buyer status and supplier satisfaction. In terms of customer segmentation, the results remain unclear, as the suppliers did not make use of it. The Kraljic Matrix, however, seems to influence supplier satisfaction in that sense that different strategies derived from the Matrix follow different commitment towards the suppliers.
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/72710
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