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| Tekijä: | Zou, Wenting |
| Työn nimi: | Buyer-supplier relationships in global B2B services: a survey on determinants and outcome |
| Julkaisutyyppi: | Diplomityö |
| Julkaisuvuosi: | 2015 |
| Sivut: | (6) + 74 s. + liitt. 7 Kieli: eng |
| Koulu/Laitos/Osasto: | Perustieteiden korkeakoulu |
| Oppiaine: | Service Management and Engineering |
| Valvoja: | Tanskanen, Kari |
| Ohjaaja: | Brax, Saara |
| Elektroninen julkaisu: | http://urn.fi/URN:NBN:fi:aalto-201602161336 |
| Sijainti: | P1 Ark Aalto 9257 | Arkisto |
| Avainsanat: | buyer-supplier relationship B2B services relationship quality service quality trust satisfaction |
| Tiivistelmä (eng): | Reflecting the increasing spending on the purchasing of services in organizations, the research interest in purchasing of business services has risen significantly in recent years. Given the characteristics of services, many studies have considered that services are preferably exchanged in close buyer-supplier relationships. Although buyer-supplier relationships have been studied by both the academics and practitioners in the contexts of B2B products and B2C services over two decades, in-depth knowledge of buyer-supplier relationships in a B2B services context remains scant. This thesis investigates buyer-supplier relationships in a global B2B services context by examining the determinants and outcome of the key components of relationship quality - customer trust, customer satisfaction and customer commitment. A research model was proposed based on the literature in B2B products and B2C services contexts and then tested by using structural equation modeling. LinkedIn focused groups were used as the database to identify potential respondents and build the contact list. Data were collected by the Web survey, including 117 purchasing professionals from 18 countries across a wide range of industries. The thesis finds that a buyer's trust in a service provider is influenced by both perceived "soft" and "hard" service quality. "Soft" service quality that is functional dimension of service quality, is related to people factors and refers to how the service is received; while "hard" service quality that is technical dimension of service quality, represents the tangible aspects of services or outcome-related element of service quality. A buyer's satisfaction with a service provider is affected by perceived economic value, perceived "soft" and "hard" service quality; and commitment to the relationship with a service provider is impacted by switching costs, social bonds and perceived "soft" service quality. In particular, the thesis illustrates that perceived "soft" service quality plays an essential role on the relationship in B2B services. However, it discovers that a buyer's expectation of continuity with a service provider is directly influenced by their satisfaction and commitment to the relationship rather than trust in a service provider. The implications accompanying with these findings are discussed, as well as the directions for future research. |
| ED: | 2016-02-21 |
INSSI tietueen numero: 53128
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