Resolution Tactics of Supplier-Induced Disruptions: A Configurational Approach

Abstract

Supplier-induced disruptions can significantly damage buyers’ trust. While extant disruption research underscores the importance of justice approaches, particularly procedural and distributive justice, in trust repair, these approaches are often studied in isolation despite their combined use in practice. Focusing on procedural justice and distributive justice, this research examines how the effectiveness of one justice approach is influenced by the presence or absence of the other. Juxtaposing two alternative lenses (fairness heuristics theory and motivationhygiene theory), this research identifies a boundary condition—buyers’ uncertainty avoidance—which moderates the interplay between justice approaches in repairing trust. The authors argue that, depending on the high versus low levels of buyers’ uncertainty avoidance, the nature of the interplay between the justice approaches differs in repairing trust. Using a vignette-based experimental design with 553 purchasing managers, the research examines the hypothesized relationships across two distinct disruption contexts and uncover intricate dynamics between justice approaches, disruption context, and buyers’ uncertainty avoidance. Complementary qualitative insights further enhance the understanding of these dynamics. Managerially, this research reveals that supplier managers should tailor resolution tactics based on purchasing managers’ uncertainty avoidance, thus making the best use of resources.