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11 – 20 of over 59000Richard Oloruntoba and Richard Gray
The purpose of this paper is to explore, analyse and discuss the published concepts of “the customer” and “customer service” in the context of managing international emergency…
Abstract
Purpose
The purpose of this paper is to explore, analyse and discuss the published concepts of “the customer” and “customer service” in the context of managing international emergency relief chains.
Design/methodology/approach
This is a literature‐based approach that extends concepts usually applied in a commercial context to the area of humanitarian aid and emergency relief chains in particular.
Findings
Based on the most common associations of the terms in the literature, the paper proposes adopting a customer and customer‐service perspective in managing international emergency relief chains. An understanding of the various perspectives of customers described in this paper provides a starting point in the development of emergency relief chains that can deliver customer service and satisfaction to all concerned.
Practical implications
As managers of emergency relief chains strive to improve the performance of their organizations and supply chains in a highly challenging environment, the paper provides a useful and enhanced understanding of the roles that the “customer” and “customer service” play in their operations strategies. Although it is sometimes assumed that all participants in emergency relief chains are highly co‐operative, this is often not the case. Therefore, the concept of “humanitarian competitive advantage” is also presented to enable a better practical focus for managers of emergency relief chains.
Originality/value
The paper is believed to be the first to apply the terms “customer” and “customer service” systematically in a humanitarian context and thereby propose a customer service perspective in emergency relief chains.
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An Thi Binh Duong, Uyen My Diep, Paulo Sampaio, Maria Carvalho, Hai Thanh Pham, Thu-Hang Hoang, Dung Quang Truong and Huy Quang Truong
This research aims to specialise in the investigation of risk management for service-oriented manufacturing supply chains via two stages, highlighting its differences from…
Abstract
Purpose
This research aims to specialise in the investigation of risk management for service-oriented manufacturing supply chains via two stages, highlighting its differences from manufacturing. The research article is commenced by executing an encyclopedic review of earlier research to ascertain the distinctive traits of service-oriented manufacturing supply chains and identify prevalent risks. Secondly, an empirical study in the construction field, amongst the industry hardest struck in the mist of the COVID-19 epidemic, is conducted to thoroughly inspect the resonant effect of these risks on service-oriented manufacturing supply chain performance.
Design/methodology/approach
In this study, to validate the resonant effect mechanism, a thorough assessment is undertaken by juxtaposing theoretical model to a newly constructed comparative model that encompasses the single effects of risks on supply chain performance.
Findings
63% variance of service-oriented manufacturing supply chain performance was showcased by the resonant effect model, compared with 46.3% in the comparative model. Moreover, each risk exerts a more glaringly significant impact on supply chain performance, asserting the mechanism of the resonant influence. Another noteworthy result involves the demand risk possessing a low effect on supply chain performance, thus emphasising the superiority of service-oriented manufacturing supply chains.
Research limitations/implications
Future research endeavours should hinge on the optimal “resonant” model explosion, thereby foreseeing and alleviating worst-case scenarios to guarantee the robustness and resilience of supply chain networks.
Practical implications
Indubitably, reducing the intensity of the resonant effect revolves around lowering the coefficient of “a,” thereby restricting/eliminating the link among risks. Therefore, the suggested resonant impact model might thus serve as “a road map”. In light of the aforementioned considerations, it is advisable that supply chain executives employ supply chain management tactics namely avoidance, prediction, and postponement, but only after meticulous consideration the costs and benefits of adopting such strategies.
Originality/value
The service-oriented manufacturing supply chain features and advantages have been analysed and explained throughout the article. The data gathered during the COVID-19 pandemic is a captivating and topical point of this paper.
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Cherian Samuel, Kasiviswanadh Gonapa, P.K. Chaudhary and Ananya Mishra
The purpose of this paper is to analyse health service supply chain systems. A great deal of literature is available on supply chain management in finished goods inventory…
Abstract
Purpose
The purpose of this paper is to analyse health service supply chain systems. A great deal of literature is available on supply chain management in finished goods inventory situations; however, little research exists on managing service capacity when finished goods inventories are absent.
Design/methodology/approach
System dynamics models for a typical service‐oriented supply chain such as healthcare processes are developed, wherein three service stages are presented sequentially.
Findings
Just like supply chains with finished goods inventory, healthcare service supply chains also show dynamic behaviour. Comparing options, service reduction, and capacity adjustment delays showed that reducing capacity adjustment and service delays gives better results.
Research limitations/implications
The study is confined to health service‐oriented supply chains. Further work includes extending the study to service‐oriented supply chains with parallel processing, i.e. having more than one stage to perform a similar operation and also to study the behaviour in service‐oriented supply chains that have re‐entrant orders and applications. Specific case studies can also be developed to reveal factors relevant to particular service‐oriented supply chains.
Practical implications
The paper explains the bullwhip effect in healthcare service‐oriented supply chains. Reducing stages and capacity adjustment are strategic options for service‐oriented supply chains.
Originality/value
The paper throws light on policy options for managing healthcare service‐oriented supply chain dynamics.
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Philip Davies, Yipeng Liu, Maggie Cooper and Yijun Xing
Recent research has recognised the importance of supply chains and ecosystems as key drivers of successful servitization strategies, especially in the context of…
Abstract
Purpose
Recent research has recognised the importance of supply chains and ecosystems as key drivers of successful servitization strategies, especially in the context of inter-organisational relations (IOR). The body of knowledge has, however, become increasingly fragmented and diverse due to different disciplinary roots of both servitization and IOR research. The purpose of this paper is to take stock of current knowledge and to generate a set of future research directions for servitization-related supply chain and ecosystem research.
Design/methodology/approach
A systematic review methodology was applied. A thematic analysis was conducted on a sample of 34 papers in the period 2010–2021 to identify the key themes within the servitization-related supply chain and ecosystem literature.
Findings
The review revealed a limited, but expanding, knowledge base for servitization-related supply chain and ecosystem research. The findings provide insight into current trends across four thematic areas: theoretical orientation, methodological approaches, research context and research content. Within these themes, it was found that four main areas of research content have been studied (supplier relationships, risk perception and uncertainty, capability development and resource integration), with most research adopting case-based methodologies within three main industrial contexts: manufacturing, industrial and software. Finally, a broad range of theoretical orientations have led to an increasingly fragmented and diverse literature base.
Originality/value
This study is the first to review servitization-related supply chains and ecosystems. It contributes insights through an IOR lens to categorise and organise a core set of themes and concepts for servitization-related supply chain and ecosystems research. It identifies research gaps within the extant literature and presents a set of future research directions.
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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).
Abstract
Purpose
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).
Design/methodology/approach
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.
Findings
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.
Research limitations/implications
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.
Practical implications
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.
Originality/value
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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This paper aims to explore the utility of the manufacturing biased supply chain operations reference (SCOR) tool in services and develops a reference model for use in service…
Abstract
Purpose
This paper aims to explore the utility of the manufacturing biased supply chain operations reference (SCOR) tool in services and develops a reference model for use in service organisations.
Design/methodology/approach
Services are considered as supply chain processes that are balanced around the capacity of the firm through the upstream sourcing processes. Empirical research is undertaken to model the design, creation and delivery processes of a management consultancy as a supply chain and to identify the potential application and benefits of the tool in a service context.
Findings
The developed model conceptualises the capacity of service firms as a resource inventory to build a service offering. This inventory‐capacity duality that describes a service firm's capabilities is applicable across a wide spectrum of the service sector. Six major processes for the design and management of service supply chains are identified: plan, source, develop, adapt, operate, and recover.
Research limitations/implications
The reference framework that is developed is a proposition of how management in service supply chains could be standardised. Recommendations for future work are outlined so that an expansive reference tool can be developed to bridge the gap in service supply chain benchmarking and optimisation.
Practical implications
The developed process reference model can improve the overall performance of service provision systems through synchronised and well‐coordinated integration of the different supporting services into supply chains.
Originality/value
The paper develops an original reference architecture for business services processes, which can be used to improve the overall performance of services design and delivery.
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Sara Rogerson, Martin Svanberg, Ceren Altuntas Vural, Sönke von Wieding and Johan Woxenius
Severe disruptions to maritime supply chains, including port closures, congestion and shortages in shipping capacity, have occurred during the COVID-19 pandemic. This paper’s…
Abstract
Purpose
Severe disruptions to maritime supply chains, including port closures, congestion and shortages in shipping capacity, have occurred during the COVID-19 pandemic. This paper’s purpose is to explore flexibility-based countermeasures that enable actors in maritime supply chains to mitigate the effects of disruptions with different characteristics.
Design/methodology/approach
Semi-structured interviews were conducted with shipping lines, shippers, forwarders and ports. Data on the COVID-19 pandemic's effects and countermeasures were collected and compared with data regarding the 2016–2017 Gothenburg port conflict.
Findings
Spatial, capacity, service and temporal flexibility emerged as the primary countermeasures, whilst important characteristics of disruptions were geographical spread, duration, uncertainty, criticality, the element of surprise and intensity. Spatial flexibility was exercised in both disruptions by switching to alternative ports. During the COVID-19 pandemic, ensuring capacity flexibility included first removing and then adding vessels. Shipping lines exercising service flexibility prioritised certain cargo, which made the spot market uncertain and reduced flexibility for forwarders, importers and exporters that changed carriers or traffic modes. Experience with disruptions meant less surprise and better preparation for spatial flexibility.
Practical implications
Understanding how actors in maritime supply chains exercise flexibility-based countermeasures amid disruptions with different characteristics can support preparedness for coming disruptions.
Originality/value
Comparing flexibility-based measures in a pandemic versus port conflict provides insights into the important characteristics of disruptions and the relevance of mitigation strategies. The resilience of maritime supply chains, although underexamined compared with manufacturing supply chains, is essential for maintaining global supply chain flows.
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Imoh Antai and Hans Olson
Although the supply chain (SC) competition concept has emerged during the past decade as the way firms will compete in future, there is scant academic research on actual…
Abstract
Purpose
Although the supply chain (SC) competition concept has emerged during the past decade as the way firms will compete in future, there is scant academic research on actual mechanisms through which such competition can occur. The purpose of this paper is to proposes interaction as the means by which competition between supply chains may be undertaken.
Design/methodology/approach
The paper investigates a Swedish logistics center via case study methodology to develop the idea of interaction for SC vs SC competition.
Findings
Results suggest that interaction points along organizations ' supply chains may present enough breadth to assume a role in determining how SC vs SC competition may be played out in reality.
Research limitations/implications
Interaction, as proposed here, implies an emphasis on all points at which supply chains meet to request goods and services, including various points where such supply chains converge, e.g. service providers, original equipment manufacturers, etc.
Originality/value
Most studies dealing with competition between supply chains fall short of exploring the link between theory and corresponding practice of this evolving competition mode. Such a link is provided with the use of logistics centers.
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Matloub Hussain, Raid Al-Aomar and Hussein Melhem
The purpose of this paper is to empirically assess the impact of integrated lean and green practices on the sustainable (environmental, economic and social) performance of a hotel…
Abstract
Purpose
The purpose of this paper is to empirically assess the impact of integrated lean and green practices on the sustainable (environmental, economic and social) performance of a hotel supply chain.
Design/methodology/approach
Literature review and previous exploratory studies were used to develop a hypothesized model that characterizes the integrated lean and green (LeGreen) impact on supply chain sustainability. A case study of a large sample of the UAE hotels is used to collect and analyze empirical data, validate the measurement model and test study hypotheses using structural equation modeling (SEM).
Findings
The results showed that three major lean techniques (Kaizen, quality and productive maintenance) and three green techniques (health and safety, waste disposal and green certifications) have substantial impact on the sustainable performance of hotel supply chains. Further results revealed that LeGreen impacts are complementary. Lean techniques have the highest impact on the economic performance of the hotel supply chain and the least impact on the environmental performance. Green practices, on the other hand, have opposite impacts.
Research limitations/implications
Although the study findings may vary in different contexts, study methodology and measurement model can be adapted to assess the LeGreen impact on the sustainable performance of hotel supply chains, as well as other service industries such as banking and health care.
Practical implications
The proposed assessment model is expected to be of great value toward the effective implementation of LeGreen practices across hotel supply chains in the UAE and globally. The study findings also provide guidelines for practitioners within the hospitality sector to undertake the proposed model and to adapt it for assessing and enhancing sustainable performance in other sectors of the service industry.
Originality/value
There is a growing emphasis by practitioners and academics on measuring the impact of LeGreen on the sustainable performance of service supply chains. However, the assessment of LeGreen impacts within the context of a hotel supply chain remains unexplored with a scarcity of comprehensive assessment frameworks. This study aims to fulfill this gap in literature and provide directions for researchers to expand the proposed model and to further analyze the integrated lean-green impact on the sustainability of supply chains of hotels and the service industry.
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