University of Twente Student Theses
Measuring the effects of supplier satisfaction and its relational antecedents on communication quality and the willingness of information sharing, a case study at SES Creative
Voortman, Daan (2020) Measuring the effects of supplier satisfaction and its relational antecedents on communication quality and the willingness of information sharing, a case study at SES Creative.
|
PDF
764kB |
| Abstract: | In a market where the supplier base is decreasing it is very important for buyers to get the most out of their existing suppliers. Preferred customer status is the concept that shows how buyers can get preferential treatment by their suppliers. This status is achieved by being an attractive customer as a buyer, and satisfying your suppliers as a buyer. This is a continuing process working within the theory of social exchange theory. Here expectations are constantly compared to actual outcomes as well as the competition. This research focuses on supplier satisfaction, and the relational antecedents that cause a supplier to be satisfied. This paper explores whether supplier satisfaction and its relational antecedents lead to better communication quality and willingness of information sharing by suppliers. This should be seen as benefits that could be gained from preferential treatment. This is researched by a case study at SES Creative. Results show that of the relational antecedents relational behaviour and reliability are the two best indicators as their relation to supplier satisfaction is positive and statistically significant. Communication quality appears to be a reward gained by supplier satisfaction and relational behaviour. Suppliers only seem to be more willing to share information when a buyer behaves in a relational pleasant way, or when a buyer is underperforming the expectations of the supplier. Conclusions from this research show that buyers need to invest in their relational behaviour and reliability in order to create more satisfaction with suppliers. Additionally communication quality and suppliers that are willing to share information are rewards gained by relational behaviour, which is most likely due to buyers being genuine pleasant business partners to work with. |
| Item Type: | Essay (Master) |
| Clients: | SES Creative, Enschede, The Netherlands |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 70 social sciences in general, 85 business administration, organizational science |
| Programme: | Business Administration MSc (60644) |
| Link to this item: | https://purl.utwente.nl/essays/85388 |
| Export this item as: | BibTeX EndNote HTML Citation Reference Manager |
Show download statistics for this publication
Show download statistics for this publicationRepository Staff Only: item control page