University of Twente Student Theses


First-tier antecedents of supplier satisfaction: The impact of culture and expectations

Lasschuijt, M. (2021) First-tier antecedents of supplier satisfaction: The impact of culture and expectations.

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Abstract:Supplier satisfaction is an emerging topic in the buyer-supplier relationship research and could lead to preferred customer status, preferential treatment and thus better resource allocation than competitors. This research replicates and extends previous research on supplier satisfaction by taking organisational cultural fit, ethnocentrism, the degree of fulfilment of expectations and cross-cultural differences into account. Drawing on a dataset from the suppliers of CompanyX, qualitative and quantitative analysis is adopted via surveys, SmartPLS 3.2.2 and SPSS version 26. First, this thesis identifies organisational cultural fit as second-tier antecedent of supplier satisfaction, but with almost no predictive power. Additionally, it is found that Germany and the rest of the sample identify different factors as being important for supplier satisfaction. By understanding the differences per country, outcomes of relationships become more predictable and manageable. Next, it is found that ethnocentrism positively influences the degree of fulfilment of expectations and that the national (Hofstede) and organisational (Globe study) cultural dimensions do not play a (moderating) role in the model of Vos et al. (2016). Via polynomial regression with response surface analysis, it is found that expectations do not play a major role. From the findings of this thesis, it is recommended to train purchasers to spot differences in cultures and apply this knowledge in the supplier selection process and ongoing relationships to find the antecedent that needs to most attention and additionally has the best fit with the company’s performance. This could help to increase the chance of receiving preferential treatment. Secondly, it is recommended to focus more on relational aspects than economic aspects in the buyer-supplier relationship.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:02 science and culture in general, 85 business administration, organizational science
Programme:Business Administration MSc (60644)
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