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Despite increasing attentions to sustainable service supply chain management (SSSCM), a framework for performance evaluation of sustainable service only supply chain management (SSOSCM) is still missing. This paper tries to fill this gap and provides a novel conceptual framework.

The articles related to SSSCM are fetched from the databases of SCOPUS and Web of Science. Analysis of 174 articles identified by the systematic literature review is further carried out.

This research identifies the sustainable practices for service only supply chain (SOSC) as environmental management, social management, economic management, customer management, health, safety and risk management, technical sustainability, institutional sustainability, information and technology management as well as two performance measurement criteria as operational performance and organizational performance. This paper provides a novel conceptual framework for the performance evaluation of SSOSCM. The results call for future exploration in the following three broad directions-(1) customer's perception, involvement and their behaviour towards sustainability in SOSC context; (2) trade-off, incentive mechanism and multilevel evaluation for achieving sustainability in SOSC and (3) sustainability in SOSC from various point of views.

The managers can use the framework to assess the performance of the organization while researchers can explore the discussed research gaps.

This is the first paper that provides a novel conceptual framework for the performance evaluation of SSOSCM as well as potential future research directions.

The inclusion of sustainable practices in the service only supply chain (SOSC) is less evident in the literature. The aim of this research is to analyse the enablers of sustainability to be implemented in (SOSC).

A rigorous literature review and experts’ outlook are used to identify fifteen key enablers of sustainability to be implemented in the SOSC. These key enablers are analysed by the interpretive structural modelling (ISM) and fuzzy decision making trial and evaluation laboratory (DEMATEL) technique. A case study of an Indian hospital is taken for testing the relevancy of the research.

ISM identified the six hierarchical levels of the enablers and MICMAC classified the enablers into four categories based on the driving and dependence power of the enablers. The fuzzy DEMATEL technique categorized the enablers into cause and effect groups. Four enablers were found in the effect group and eleven enablers were identified in the cause group.

This research will help the managers in identifying the enablers of sustainability to implement in the SOSC and to handle the critical enablers with care.

This is the first of its kind of study which not only identifies the key enablers to achieve sustainability in the SOSC but also derives the hierarchy levels of enablers and categorizes these enablers into cause and effect groups.

The purpose of this paper is to provide an overview of the evolution of service supply chain management from a behavioural operations perspective, pointing out future research directions for scholars.

This study searched five databases for relevant literature published between 2009 and 2018, selecting 64 papers for this review. The selected literature was categorised according to two dimensions: a service supply chain link perspective and a behavioural factor perspective. Comparative analysis was used to identify gaps in the literature, and five future research agendas were proposed.

In terms of the perspective of service supply chain link, extant literature primarily focuses on service supply and service co-ordination management, and less on service demand and integration management. In terms of the behavioural factor’s perspective, most focus on classic behaviour factors, with less attention paid to emerging behaviour factors. This paper thus proposes five research agendas: demand-oriented management and integrated supply chain-oriented behavioural research; broadening the understanding of the scope of behavioural operations; integrating the latest backgrounds and trends of service industry into the research; greater attention to behavioural operations in service sub-industries; and multimethod combination is encouraged to be used to dig into the interesting research problems.

This study constitutes the first systematic review of service supply chain research from a behavioural perspective. By categorising the literature into two dimensions, the state of existing research is evaluated with an eye towards future research avenues.

The main objective of this study is to present a conceptual model of sustainable product service supply chain (SPSSC) performance assessment in the oil and gas industry.

Based on an in-depth study of the previous literature, the indicators related to PSSC performance assessment were determined. Then, exploratory factor analysis and confirmatory factor analysis were applied to identify and confirm the sub-criteria and criteria pertaining to the proposed model.

The obtained results identify ten criteria related to the proposed model as follows: “Environmental performance”, “Customer performance”, “financial performance”, “Information technology Performance”, “Social Performance”, “Risk performance”, “Logistics performance”, “Operational performance”, “Organizational performance” and “performance of innovation and growth”.

As the present research was conducted in the Iranian context, caution should be taken regarding the generalizability of the obtained results.

Based on a set of the identified criteria, this study proposes a conceptual model of the PSSC performance assessment in the oil and gas industry which hopefully could be useful for other organizations in this industry and other organizations in other parts of the world.

The purpose of this study is to carry out the systematic literature review, bibliometric analysis and content analysis of extant literature of service supply chain (SSC).

Systematic literature review (SLR) technique was used for identifying the research papers. In the first step after reading titles, abstracts and keywords and, full-length articles wherever required, papers not related to SSC were removed. In second steps papers were read more critically and papers not related to SSC were removed. Finally on 502 papers bibliometric and content analysis was further carried out. Content analysis was based on the clusters formed by bibliographic coupling. Further, content analysis of the recent articles revealed the current research trends and research gaps.

This paper identified the six existing research diversifications in SSC as (1) logistics SSC, (2) model, framework and conceptual papers, (3) third-party logistics service providers, (4) articles from various perspective, (5) measurement of quality and performance on services and (6) impact of adoption of technology, cooperation and branding on logistics service providers. Further, six future research directions are also provided.

This research provides a clear view of the progression of publication, research diversification, research themes of six identified clusters, sub-themes of clusters and content analysis of each cluster. Content analysis of recent articles reveals the current research trend and future research directions.

This is a first of its kind of study which presents the diversification of research areas within SSC, bibliometric analysis, content analysis and provides actionable future research direction.

The purpose of this paper is to provide a framework to assess the sustainability of service supply chains (SC) based on the concept of the balanced scorecard and three dimensions of sustainability, namely economic, social, and environmental performance.

After reviewing the literature and interviewing the experts, the preliminary list of identified general criteria is categorized in the four perspectives. Then, to select the most important factors in hospital SC, 15 experts evaluated the identified criteria by questionnaires of Fuzzy Delphi Method. Then, interpretative structural modeling was applied to identify the interrelations between the perspectives and between the criteria.

The framework includes four perspectives, financial; service SC operations; stakeholders’ satisfaction in the direction of sustainability; and learning, growth, and innovation, to improve the SC for sustainability in the service industry. According to the results, the identified criteria are interrelated.

The paper provides an important reference to assess the sustainability of service SCs. It will be beneficial in strategic and operational decision-making in service industries.

Reviewing the literature shows that the concept of sustainability of service SCs is still immature. The paper is a preliminary effort to identify the general criteria of sustainability and their interrelations in the service sector. The presented general framework links the financial measures with the environmental and social measures. It helps to maintain the balance between the sustainability goals for the service SC managers. It can be modified and applied in different service sectors.

Increasing pressure from the stakeholders makes the inclusion and evaluation of sustainable practices in the service supply chain (SSC) inevitable. Therefore, this paper aims to evaluate the sustainability status of a case organization and discover the barrier to sustainability in the SSC.

From the literature review, five sustainability dimensions, seventeen attributes and sixty-five subattributes of the SSC are identified. A three-level conceptual model drawn on human perception is developed. The overall sustainability status of the SSC is determined by using the multigrade fuzzy logic approach. The fuzzy concept incorporated helps in overcoming the challenges of vagueness and impreciseness in the responses. The case SSC is a WestIndia–based hospital.

The study evaluates the case hospital to be “very sustainable” but far from the “extremely sustainable” level. Six barriers are identified which are reduction in solid waste, compliance with applicable environmental laws and regulations, water usage efficiency, training and education of employees, return on investment and safety equipment for employees. These barriers hinder the hospital from achieving an “extremely sustainable” level.

This paper evaluates, helps the management in identifying the barriers and thus enabling them to work upon these barriers and achieve a greater level of sustainability.

The sustainability practices adopted in this paper for the evaluation of the sustainability status of the SSC have not been used in previous studies. In this study apart from environmental, social and economic aspects, customer management and health, safety and risk management are also incorporated for evaluating the performance of the SSC which makes this study unique. The proposed model can be taken as a benchmark for evaluating the sustainability performance of any SSC.

In Iran, the Bank A is one of the largest and most effective banks of the banking network. The continued success of Bank A in improving the economic level of the country and satisfying the customers depends on recognizing all banking activities and processes in the form of supply chain and performing the necessary managerial acts in order to enhance the relevant processes. In this regard, the present study aimed to improve the most effective processes of banking services supply chain of Bank A in Iran.

The present study was applied and descriptive. Research population included the heads, deputies and active experts in Bank A, who were selected through judgmental and saturation sampling methods to complete the questionnaire and participate in interviews and conference sessions. Regarding to aim of study, the integrated approach of intuitionistic fuzzy based DEMATEL-ISM was used.

According to the results, the processes of product delivery, information technology management, public relations and advertising management, risk management, and marketing and sales management exerted the most impacts on other processes in the supply chain. Finally, after designing a process improvement path, solutions were presented to improve the most effective processes.

In this research, efforts were dedicated to the recognition of the major processes of the services supply chain of Bank A, designing the process framework of the bank and improving the prioritized processes by evaluating the causal relations that exist among the processes of the services supply chain.

The purpose of this paper is to develop a framework of sustainable service supply chain management (SCM) processes and practices in the multi-dimensional construct. It tries to provide a template for those sustainability general key practices that can be scheduled and budgeted in different service sectors.

To provide an applicable framework, its adaptability to most service settings should be ensured. In this regard, at first, the related literature on service SCM processes and sustainability practices of SCM are reviewed. To modify and confirm the extracted list, it is distributed to experts. After summarizing experts’ opinions, an initial list of the sustainable service supply chain practices (SSSCPs) is provided. Finally, the Fuzzy Delphi Method is applied to construct the framework for hospital supply chain (SC).

It suggests that the SSSCPs can be constructed in terms of seven major processes: managing the sustainable supplier, sustainable employee, sustainable customer, sustainable service performance, sustainable service operations, sustainable external relations, and sustainable knowledge, information and technology.

The framework can be employed as a template of sustainability practices for individual member firms of service SCs to identify and implement the key practices toward sustainability.

Reviewing the literature indicates that determining what is unique about the sustainable SCM in the service sector is immature. The paper is a preliminary effort to identify the general sustainability practices, in incorporating all sustainability dimensions in service SC processes.

This paper aims to explore how big data analytics (BDA) emerging technologies crossed with social media (SM). Twitter can be used to improve decision-making before and during maritime accidents. We propose a conceptual early warning system called community alert and communications system (ComACom) to prevent future accidents.

Based on secondary data, the authors developed a narrative case study of the MV Wakashio maritime disaster. The authors adopted a post-constructionist approach through the use of media richness and synchronicity theory, highlighting wider community voices drawn from social media (SM), particularly Twitter. The authors applied BDA techniques to a dataset of real-time tweets to evaluate the unfolding operational response to the maritime emergency.

The authors reconstituted a narrative of four escalating sub-events and illustrated how critical decisions taken in an organisational and institutional vacuum led to catastrophic consequences. We highlighted the specific roles of three main stakeholders (the ship's organisation, official institutions and the wider community). Our study shows that SM enhanced with BDA, embedded within our ComACom model, can better achieve collective sense-making of emergency accidents.

This study is limited to Twitter data and one case. Our conceptual model needs to be operationalised.

ComACom will improve decision-making to minimise human errors in maritime accidents.

Emergency response will be improved by including the voices of the wider community.

ComACom conceptualises an early warning system using emerging BDA/AI technologies to improve safety in maritime transportation.