The micro-processes of supplier satisfaction: A longitudinal multiple case study

Sigrid B.M. Weller*, Niels J. Pulles, Bernd M. Zunk

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review

1 Citation (Scopus)

Abstract

Supplier satisfaction has often been argued to be an important determinant for supplier performance in the buyer-supplier relationship. The micro-processes of how supplier satisfaction develops and how it relates to supplier performance, however, are not well understood. By means of a longitudinal multiple case study design of 18 buyer-supplier relationships, this paper provides insights into the micro-processes of how supplier satisfaction develops. Our findings provide several new insights. First, we observed how supplier satisfaction levels showed little change even though the buyer's behavior did not align with the supplier's expectations, thereby nuancing current conceptualizations of supplier satisfaction being a function of expected and realized relational value. Second, we show how intra organizational dynamics at the supplier influence the relationship between supplier satisfaction and supplier performance. Third, our findings give insights into the complex interplay between the relational and economic antecedents of supplier satisfaction.

Original languageEnglish
Article number100711
JournalJournal of purchasing and supply management
Volume27
Issue number4
DOIs
Publication statusPublished - Oct 2021

Keywords

  • Buyer-supplier relationship
  • Longitudinal study
  • Preferred customer
  • Supplier satisfaction

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