Perceived Factors Influencing ICT Vendors – Value Added Reseller Partnerships’ Satisfaction in South Africa

Abstract

This study explores the perceived factors contributing to relationship satisfaction between Information and Communication Technologies (ICT) downstream supply chain management (SCM) and Vendors and Value‐added Resellers (VARs) in South Africa (SA). The study is qualitative, and relevant experts from both ICT Vendors and VARs were interviewed. The study utilises the Interaction Approach (IA) as the theoretical lens to analyse the data. The themes resulting from the thematic analysis are Power/Dependence (IA), Cooperation, Closeness (IA) and Expectation (IA). As part of the findings, the IA model is also extended to reflect interesting and important factors that emerged from the study. The findings extend the environment variable within IA for the South African context. Unique environment issues are exposed, such as Broad‐Based Black Economic Empowerment (B‐BBEE) and Currency that have a bearing on relationship satisfaction in the ICT industry. This inquiry is intended to encourage discussions between stakeholders and to be a catalyst for further research. The results from these findings could aid transparent cooperation and collaboration between ICT industry partners and stakeholders in SA (customers, government, etc.).

An Investigation into the ICT Vendor – Value Added Reseller Partnership Satisfaction in South Africa

“…The audio part of the interviews were recorded, transcribed into text and stored in password protected Microsoft Word documents. The interview protocol and questions can be found in Hassa and Tanner (2016). In addition to collecting data through the interview, notes were taken and a research journal was maintained.…”

“…The study was qualitative and relevant experts from both ICT Vendors and VARs were interviewed. An initial set of findings derived from using the Interaction Approach (IA) as theoretical lens, was published in Hassa and Tanner (2016). This current paper presents an additional set of findings relating to critical factors found to be antecedent and consequent of perceived relationship satisfaction.…”

“…A portion of the findings from this study has already been published in the Electronic Journal of Information Systems in Developing Countries in 2016. (Hassa & Tanner, 2016) presented specific findings obtained through the lens of the Interaction Approach (IA) (Håkansson, 1982) as theoretical framework. It specifically focused on describing perceived factors that influenced relationship satisfaction that pertained to Atmosphere and the Environment variables in relation to IA.…”

“…For an overview of the ICT Industry, ICT-Vendors in South Africa and ICT Downstream VAR in South Africa, see Hassa and Tanner (2016). The Interaction Approach is not described in this current paper although it was employed as theoretical framework for the overall study.…”

“…This is due to the fact that the paper focuses on additional factors that were identified over and above those prescribed in the IA framework. An overview of the IA framework can also be obtained in Hassa and Tanner (2016). Christopher (2011) defines supply chains as the collection of organisations involved in upstream and downstream activities that produce value in the form of products and services through interdependence, cooperation, linkages and cost management.…”