How customer entitlement influences supplier performance in B2B relationships in emerging economy? A moderated mediation model of institutional environments

Yonggui Wang and Lu Zhang

Journal of Business Research, 2021, vol. 134, issue C, 689-700

Abstract: Entitlement has become crucial in today’s customer-centric world, but few studies have recognized its impact in the context of inter-organizational relations. In view of psychological contract theory (PCT), this study explores the mediating role of supplier information and knowledge sharing (SIKS) between customer entitlement (CE) and supplier performance (SP). Furthermore, macro and micro institutional environments are introduced to examine the moderating roles influencing CE on SP based on resource dependence theory (RDT). Dyadic survey data, archival performance data and supplementary objective data are collected to test the hypotheses. The results indicate that CE improves SP by facilitating SIKS. Besides, the moderated mediation model reveals that indirect effect of CE on SP through SIKS are U-shaped moderated by municipal government-business relation closeness (MGBRCOI), while positively moderated by contractual completeness (CC) and municipal government-business relation cleanness (MGBRCEI). Both research and managerial implications are also discussed.

Keywords: Psychological contract theory; Institutional environment; Customer entitlement; Information and knowledge sharing; Municipal government-business relation (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:134:y:2021:i:c:p:689-700

DOI: 10.1016/j.jbusres.2021.06.010

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