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

Prashant Kumar (), Amit Kumar Kushwaha (), Arpan Kumar Kar (), Yogesh K. Dwivedi () and Nripendra P Rana ()
Additional contact information
Prashant Kumar: Indian Institute of Technology Delhi
Amit Kumar Kushwaha: Indian Institute of Technology Delhi
Arpan Kumar Kar: Indian Institute of Technology Delhi
Yogesh K. Dwivedi: Swansea University, Bay Campus, Fabian Bay, Swansea
Nripendra P Rana: Qatar University

Annals of Operations Research, 2025, vol. 350, issue 2, No 17, 753-780

Abstract: 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 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).

Keywords: Buyer experience; Buyer–supplier relationship; Big data analytics; Small and medium enterprises; Social media; Machine learning; Text mining (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
http://link.springer.com/10.1007/s10479-022-04954-3 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:annopr:v:350:y:2025:i:2:d:10.1007_s10479-022-04954-3

Ordering information: This journal article can be ordered from
http://www.springer.com/journal/10479

DOI: 10.1007/s10479-022-04954-3

Access Statistics for this article

Annals of Operations Research is currently edited by Endre Boros

More articles in Annals of Operations Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().