University of Twente Student Theses


Actions that Damage Business Relationships and how Their Impact may be Mended

Haas, M.V. (2019) Actions that Damage Business Relationships and how Their Impact may be Mended.

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Abstract:Business relationships have been studied a lot, especially buyer-supplier relationships as the scarcity of accomplished suppliers continues. There have been multiple studies on how to achieve the preferred customer status through attractiveness, supplier satisfaction and their antecedents. Only little literature and few studies are available when looking at what actually damages relationships. Thus, in this research the focus lies on understanding what factors and actions negatively impact a business relationship and how possible damages to a relationship can be mended. This is especially relevant, as it is not enough to achieve the preferred customer status but also necessary to understand how to keep it and refrain from actions that could negatively impact the relationships and therefore impact the preferred customer status. Furthermore, this study, where 42 interviews were conducted across industries, shows breach of commitment and the lack of communication are the most frequent negative actions. In addition, companies that are less successful tend to be more aware and have more experience with damaging actions and opportunism, it can be argued that they may be less successful because they are acting opportunistic and damage their business relationships. The findings also indicate that the fixing of a relationship is only advisable, if the supplier or business partner is a long-term partner or of strategic or emotional relevance to the company.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:83 economics, 85 business administration, organizational science
Programme:International Business Administration BSc (50952)
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