Conceptual Framework for Unlocking Customer Satisfaction Drivers in Digital Vendor-Managed Inventory Systems

Aihie Osarenkhoe (), Daniella Fjellström, Tove Gioeli and Anna Backer-Meurke
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Aihie Osarenkhoe: Department of Business and Economic Studies, University of Gävle, 801 76 Gävle, Sweden
Daniella Fjellström: Department of Business and Economic Studies, University of Gävle, 801 76 Gävle, Sweden
Tove Gioeli: Department of Business and Economic Studies, University of Gävle, 801 76 Gävle, Sweden
Anna Backer-Meurke: Department of Business and Economic Studies, University of Gävle, 801 76 Gävle, Sweden

Administrative Sciences, 2024, vol. 14, issue 8, 1-29

Abstract: There are calls in the extant literature for further exploration into the factors influencing customer satisfaction in industrial vending solutions (IVS), a distinct vendor-managed inventory method. This study delves into these factors, identifying primary drivers of satisfaction, perceptions of service quality, and indicators of trust and commitment in B2B IVS. It examines how IVS execution impacts perceived service quality through in-depth semi-structured interviews with B2B customers, focusing on efficiency, user-friendliness, and timeliness as key satisfaction drivers. Trust in the customer–supplier relationship positively affects commitment to the supplier. Successful IVS implementation enhances inventory control, customer service, and cost management. Supply chain managers can use these insights to evaluate vending solutions. Future research could explore supplier perceptions of vendor-managed inventory (VMI) success and conduct larger quantitative studies. This study distinguishes itself by focusing on the primary drivers of customer satisfaction and the perception of service quality in B2B IVS environments. It offers a conceptual framework for managing customer satisfaction, product development, and marketing strategies in IVS, addressing a gap in the literature on IVS within VMI contexts.

Keywords: industrial vending solutions (IVS); vendor-managed inventory (VMI); customer satisfaction; service quality; business-to-business (B2B); trust and commitment; supply chain management (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2024
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