The purpose of this paper is to study the challenges associated with big data analytics (BDA) in service supply chains in the United Arab Emirates (UAE).
A comprehensive questionnaire has been developed based on semi-structured interviews with different administrators and IT experts. In the second phase, data (n=164) are collected from procurement, operations, administration and customer service staff in the UAE. In the third phase, responses are examined using principal component analysis to identify eight major challenges for big data. A structural model is developed to examine the significance of these dimensions to the notion of big data challenges in supply chains.
The statistical model shows 66 percent variance of response to BDA, which is caused by technical, cultural, ethical, operational, tactical, procedural, functional and organizational challenges. These are positively correlated measurement challenges with BDA in service supply chains.
Service supply chain professionals and stakeholders believe that catering to the challenges with BDA must be a multi-faceted approach and not limited to specific practices.
The challenges with BDA should be taken into planning and implementation from a holistic perspective. The framework in this paper can have both theoretical and practical implications.
The contribution of this paper is to advance the understanding of BDA in service sector by viewing it from the perspective of different stakeholders.
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