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Managing buyer experience in a buyer–supplier relationship in MSMEs and SMEs

Prashant Kumar, Amit Kumar Kushwaha, Arpan Kumar Kar, Yogesh Dwivedi Orcid Logo, Nripendra Rana Orcid Logo

Annals of Operations Research

Swansea University Authors: Yogesh Dwivedi Orcid Logo, Nripendra Rana Orcid Logo

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DOI (Published version): 10.1007/s10479-022-04954-3

Abstract

Monitoring buyer experience provides competitive advantages for suppliers as buyers explore the market before reaching a salesperson. Still, not many B2B suppliers monitor their buyers’ expectations throughout their procurement journey, especially in MSMEs and SMEs. In addition, the inductive resear...

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Published in: Annals of Operations Research
ISSN: 0254-5330 1572-9338
Published: Springer Science and Business Media LLC 2022
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URI: https://cronfa.swan.ac.uk/Record/cronfa60961
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spelling v2 60961 2022-08-29 Managing buyer experience in a buyer–supplier relationship in MSMEs and SMEs d154596e71b99ad1285563c8fdd373d7 0000-0002-5547-9990 Yogesh Dwivedi Yogesh Dwivedi true false b00e18aa519cd578d4b242e376e70331 0000-0003-1105-8729 Nripendra Rana Nripendra Rana true false 2022-08-29 BBU Monitoring buyer experience provides competitive advantages for suppliers as buyers explore the market before reaching a salesperson. Still, not many B2B suppliers monitor their buyers’ expectations throughout their procurement journey, especially in MSMEs and SMEs. In addition, the inductive research on evaluating buyer experience in buyer–supplier relationships is minimal, leaving an unexplored research area. This study explores antecedents of buyer experience during the buyer–supplier relationship in MSMEs and SMEs. Further, we investigate the nature of the influence of extracted precursors on the buyer experience. Firstly, we obtain the possible antecedents from the literature on buyer–supplier experience and supplier selection criteria. We also establish hypotheses based on transaction cost theory, resource-based view (RBV), and information processing view. Secondly, we employ an investigation based on the social media analytics-based approach to uncover the antecedents of buyer experience and their nature of influence on MSMEs and SME suppliers. We found that buyer experience is influenced by sustainable orientation, management capabilities (such as crisis management and process innovation), and suppliers’ technology capabilities (digital readiness, big data analytical capability). Journal Article Annals of Operations Research 0 Springer Science and Business Media LLC 0254-5330 1572-9338 Buyer experience, Buyer–supplier relationship, Big data analytics, Small and medium enterprises, Social media, Machine learning, Text mining 16 9 2022 2022-09-16 10.1007/s10479-022-04954-3 COLLEGE NANME Business COLLEGE CODE BBU Swansea University Another institution paid the OA fee This research received no specific grant from any funding agency. Open Access funding provided by the Qatar National Library. 2023-07-31T14:20:22.3093015 2022-08-29T21:51:08.5907460 Faculty of Humanities and Social Sciences School of Management - Business Management Prashant Kumar 1 Amit Kumar Kushwaha 2 Arpan Kumar Kar 3 Yogesh Dwivedi 0000-0002-5547-9990 4 Nripendra Rana 0000-0003-1105-8729 5 60961__25180__583ca84830394ede893635c81457918e.pdf 60961_VoR.pdf 2022-09-21T13:15:16.6050348 Output 2590598 application/pdf Version of Record true © The Author(s) 2022. This article is licensed under a Creative Commons Attribution 4.0 International License. true eng http://creativecommons.org/licenses/by/4.0/
title Managing buyer experience in a buyer–supplier relationship in MSMEs and SMEs
spellingShingle Managing buyer experience in a buyer–supplier relationship in MSMEs and SMEs
Yogesh Dwivedi
Nripendra Rana
title_short Managing buyer experience in a buyer–supplier relationship in MSMEs and SMEs
title_full Managing buyer experience in a buyer–supplier relationship in MSMEs and SMEs
title_fullStr Managing buyer experience in a buyer–supplier relationship in MSMEs and SMEs
title_full_unstemmed Managing buyer experience in a buyer–supplier relationship in MSMEs and SMEs
title_sort Managing buyer experience in a buyer–supplier relationship in MSMEs and SMEs
author_id_str_mv d154596e71b99ad1285563c8fdd373d7
b00e18aa519cd578d4b242e376e70331
author_id_fullname_str_mv d154596e71b99ad1285563c8fdd373d7_***_Yogesh Dwivedi
b00e18aa519cd578d4b242e376e70331_***_Nripendra Rana
author Yogesh Dwivedi
Nripendra Rana
author2 Prashant Kumar
Amit Kumar Kushwaha
Arpan Kumar Kar
Yogesh Dwivedi
Nripendra Rana
format Journal article
container_title Annals of Operations Research
container_volume 0
publishDate 2022
institution Swansea University
issn 0254-5330
1572-9338
doi_str_mv 10.1007/s10479-022-04954-3
publisher Springer Science and Business Media LLC
college_str Faculty of Humanities and Social Sciences
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hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
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description Monitoring buyer experience provides competitive advantages for suppliers as buyers explore the market before reaching a salesperson. Still, not many B2B suppliers monitor their buyers’ expectations throughout their procurement journey, especially in MSMEs and SMEs. In addition, the inductive research on evaluating buyer experience in buyer–supplier relationships is minimal, leaving an unexplored research area. This study explores antecedents of buyer experience during the buyer–supplier relationship in MSMEs and SMEs. Further, we investigate the nature of the influence of extracted precursors on the buyer experience. Firstly, we obtain the possible antecedents from the literature on buyer–supplier experience and supplier selection criteria. We also establish hypotheses based on transaction cost theory, resource-based view (RBV), and information processing view. Secondly, we employ an investigation based on the social media analytics-based approach to uncover the antecedents of buyer experience and their nature of influence on MSMEs and SME suppliers. We found that buyer experience is influenced by sustainable orientation, management capabilities (such as crisis management and process innovation), and suppliers’ technology capabilities (digital readiness, big data analytical capability).
published_date 2022-09-16T14:20:18Z
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