The Impact of Supply Chain Management on Dealer Satisfaction in the Automotive After-Sales Business : A Study on Dealers of an Automotive Company in Sweden

Abstract: Aim: The objective of the study was to create knowledge on how supply chain management (SCM) can generate and impact satisfaction related to dealer - original equipment manufacturer (OEM) relationships. In this context, the after-sales market was investigated since it became the cash cow of the automotive industry after the financial crisis in 2008. The aims were to design comprehension of: Impact/importance of satisfaction Interrelations of SCM/relationship elements Recommendations for SCM strategies Method: The qualitative research focused on dealers and experts, who were questioned via structured interviews. Thereby relational content analysis was used to detect and categorize 15 codes, condensing the findings in a context model. Result & Conclusions: The research identified commitment, trust and communication to be substantial important within relationships. The OEM has to ensure a sustainable, transparent, adaptive and open relationship while guaranteeing satisfying experiences. The outcome is a “Relationship-Satisfaction Model”, where each element is placed in different importance groups, including adjustment recommendations. As a supporting concept for strategy adaptation, the “4S” model of SCM was deduced. Suggestions for future research: The limitations are related to the examination of a single industry sector and the derivation of theory from dealer experiences in one culture solely. Here diversification of the generated model will support and extend the findings. Contribution of the thesis: The model suggests different focus areas of SCM to improve future-orientated strategies for OEM’s. This conception can create competitive advantage in SCM, while contributing innovative knowledge to the current theories on satisfaction within dealer-OEM relationships.