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This study aims to examine publications of supply chain management (SCM) researchers from across the world and maps the leadership role of authors and institutions based on how prolific they are in publishing and on network measures of centrality while accounting for the quality of the outlets that they publish in. It aims to inform stakeholders on who the leading SCM scholars are, their primary areas of SCM research, their publication profiles and the nature of their networks. It also identifies and informs on the leading SCM research institutions of the world and where leadership in specific areas of SCM research is emerging from.

Based on SCM papers appearing in a set of seven leading journals over the 15-year period of 2001-2015, publication scores and social network analysis measures of total degree centrality and Bonacich power centrality are used to identify the highest ranked agents in SCM research overall, as well as in some specific areas of SCM research. Social network analysis is also used to examine the nature and scope of the networks of the ranked agents and where leadership in SCM research is emerging from.

Authors and institutions from the USA and UK are found to dominate much of the rankings in SCM research both by publication score and social network analysis measures of centrality. In examining the networks of the very top authors and institutions of the world, their networks are found to be more inward-looking (country-centric) than outward-looking (globally dispersed). Further, researchers in Europe and Asia alike are found to exhibit significant continental inclinations in their network formations with researchers in Europe displaying greater propensity to collaborate with their European-based counterparts and researchers in Asia with their Asian-based counterparts. Also, from among the journals, Supply Chain Management: An International Journal is found to exhibit a far more expansive global reach than any of the other journals.

The journal set used in this study, though representative of high-quality SCM research outlets, is not exhaustive of all potential outlets that publish SCM research. Further, the measure of quality that this study assigns to the various publications is based solely on a publication score that accounts for the quality of the journals, as rated by Association of Business Schools that the papers appear in and nothing else.

By informing the community of stakeholders of SCM research about the top-ranked SCM authors, institutions and countries of the world, the nature of their networks, as well as what the primary areas of SCM research of the leading authors in the world are, this research provides stakeholders, including managers, researchers and students, information that is helpful to them not only because of the insights it provides but also for the gauging of potential for embedding themselves in specific networks, engaging in collaborative research with the leading agents or pursuing educational opportunities with them.

This research is the first of its kind to identify and rank the top SCM authors and institutions from across the world using a representative set of seven leading SCM and primary OM journals based on publication scores and social network measures of centrality. The research is also the first of its kind to identify and rank the top authors and institutions within specific areas of SCM research and to identify future research opportunities relating to aspects of collaboration and networking in research endeavors.

Notes that after‐sales field service has become an established competitive differentiator among equipment manufacturers. From the service provider’s perspective, effective field service management is essential for operational productivity, customer satisfaction and retention, and profitability. Benchmarking is a process for measuring a firm’s performance against the best‐in‐class, and using such an analysis to meet or exceed the best‐in‐class performance. Develops a benchmarking approach that utilizes customer satisfaction survey results in conjunction with a zero defects metric. The applicability of this method is demonstrated through its use in competitive and internal benchmarking of equipment field services in the case of a European office‐equipment manufacturer.

Six sigma is a way to measure the probability of manufacturing a product or creating a service with zero defects. Presents a case study to illustrate how the concept of zero defects, measured by six sigma, can be applied to customer satisfaction measurement and to examine the impact of customer expectations on the company’s strategies for improving satisfaction. The information presented is based on actual studies conducted for a high‐tech manufacturing company in the USA during 1991 and 1992. The performance and expectations values and some of the attributes have been altered for reasons of confidentiality.

Effective measurement and analysis of service quality are an essential first step in its improvement. This paper discusses the development of neural network models for this purpose. A valid neural network model for service quality is initially developed. Customer data from a SERVQUAL survey at an auto‐dealership network in The Netherlands provide the basis for model development. Different definitions of service quality measurement are modelled using the neural network approach. The perception‐minus‐expectation model of service quality was found not to be as accurate as the perception‐only model in predicting service quality. While this is consistent with the literature, this study also shows that the more intuitively appealing but mathematically less convenient expectation‐minus‐perception model out‐performs all the other service quality measurement models. The study also provides an analytical basis for the importance of expectation in the measurement of service quality. However, the study demonstrates the need for further study before neural network models may be effectively used for sensitivity analyses involving specific dimensions of service quality.

The purpose of this paper is to examine the leadership role of authors, institutions, and countries based on research co-authorship networks in the field of operations management (OM) and ranks European authors, institutions, and countries using network centrality measures. It also identifies the primary research areas of each of the leading European authors and maps the areas that European research in general has focussed most on.

Based on co-authorships in publications appearing in a representative set of three leading OM journals over the 15-year period of 1998-2012, network measures of total degree centrality and betweenness centrality are used to identify influential European agents serving as leaders and bridge builders in OM research. Keyword analysis is used to identify the dominant areas of OM research in Europe as well as the primary areas of research of the leading authors.

With UK, Spain, The Netherlands, and Italy accounting for the dominant share of authorship of papers in the journal set, many authors and institutions from these countries are also found to rank high on network centrality measures. While certain authors, institutions, and countries are found ranking high on total degree centrality based on number of direct connections in the network, others are found to play uniquely important roles as gatekeepers and bridge builders in network relationships. The body of research is found to be focussed most on the area of supply chain management. It is also found to be focussed more on manufacturing than service.

The examination of networks in this study based on co-authorships in publications in the set of three leading journals: Journal of Operations Management, International Journal of Operations & Production Management, and Production and Operations Management, is not all encompassing as there are likely other co-authorship relationships of OM researchers that go beyond publications in this set of journals.

Co-authorship of papers in the leading academic journals in a discipline provides a window on patterns of collaboration among key researchers within that academic community. The findings of this study inform the community of stakeholders on who the leading European agents in OM research are, what the primary areas of research of the leading European authors are, and areas that European research has focussed most on.

This is the first study of its kind that identifies and maps key European authors, institutions, and countries based on the analysis of co-authorship networks of researchers who have published in a set of leading OM journals that are considered to be among the most relevant outlets in the field of OM. It also maps the primary areas of research.

Theory building efforts in quality management have begun in earnest. However, while services continue to dominate the developed economies of the world, these studies have mostly focused on manufacturing firms. Research that addresses this limitation by specifically addressing quality management in service organizations is presented in this paper. Through a survey of 170 US service firms, this study empirically develops and validates 11 constructs for quality management in services. A comparison between this study and other empirical quality management studies highlights many distinct quality management constructs in services. It also shows that all empirical studies have some gaps in the coverage of their constructs, reiterating the need for continued quality management theory building research in services and manufacturing.

This article discusses the unmet need for widespread certification and professionalization of those involved in public procurement. Through original data analysis, differences in perceptions regarding the value and benefits of certification among public sector procurement practitioners are examined. Findings indicate that there is growing awareness by both those holding certification and those who are not certified that certification leads to advanced knowledge and skills within the procurement area. Further, job advancement and occupational growth is perceived to be directly related to certification, and that certification holders enjoy special privilege within occupational norms.

It is not sufficient for firms to deliver products that have technical excellence. Products should be easy to use and fit in with the work practices, activities and context of the consumer. Product usability is now recognized as a critical dimension of product quality. Product usability is defined by product attributes that address the physical, cognitive and emotional needs of intended users. Based on a database of documented real‐world customer experiences with manufactured products in use, this research maps the categories of product usability using an affinity diagram. The resulting affinity diagram and the insights it provides can help managers design products that better meet the needs of their customers. Limitations of the study and the implications of its findings are also discussed.

This study aims to analyze the state of knowledge on the relationship between leadership and the firm’s supply chain. The study identifies and examines the existing literature, unveils research gaps and suggests future research directions.

Adopting a systematic review process, a total of 110 articles published in top-ranked academic journals (A* and A category as per ABDC-2019 list) were analyzed. Descriptive, cluster, thematic and regression analyses of citations were performed to garner insights.

The review outcome shows an upward trend of articles studying the influence of leadership in the supply chain. With the highest number of articles, developed countries and manufacturing companies have been the research contexts of the research studies. Clustering reveals eight significant areas where the leader’s involvement in the supply chain is discussed, with several sub-themes emerging within each cluster. Finally, the regression analysis of citations shows that only the journal’s quality matters the most in receiving the highest citation for the articles.

As this study considered only A* and A-ranked journals of the ABDC-2019 list, there is a risk of excluding some relevant articles.

While the current literature deliberates on recent trends in the supply chain, such as the application of Industry 4.0 practices, this review revolves around the classical theme of leadership and demonstrates its importance in the supply chain. The study is among the first to conduct a bibliometric analysis of articles deliberating on leadership and supply chain issues by grouping the articles into clusters and themes. In the end, the clusters and themes were conceptualized into the “House of Supply Chain Leadership,” of which leadership forms the foundation.

A growing need for global sourcing of business has subjected firms to higher levels of uncertainty and increased risk of supply disruption. Differences in industry and infrastructure make it more difficult for firms to manage supply disruption risks effectively. The purpose of this paper is to extend developing research in this area by addressing gaps within existing literature related to environmental turbulence and uncertainties.

The authors test the model using data collected from 253 senior managers and directors in the Thai beverage industry using advanced statistical techniques to explore the relationship between representations of supply disruption risk and uncertainty.

The results show that both magnitude and probability of risk impact on the disruption risk, but the probability of loss is a dominant determinant. The authors also find that demand uncertainty and quality uncertainty affect the risk perception of purchasing managers, and are related to the magnitude of disruption risk, rather than the frequency of occurrence. Interestingly, the results show that quality uncertainty negatively impacts on the severity of disruption risk.

The construct validity of demand uncertainty was under the required threshold, intimating the need for further construct development.

The framework provides managers with direction on how to formulate and target their disruption risk management strategies. The work also allows practitioners to critical reflect on implicit risk management strategies they may already employ and their effectiveness.

The paper identifies key antecedents of supply disruption risk and tests them within a novel industrial context of the beverage industry and a novel national context of Thailand.