Service Supply Chain Performance Research Articles

Improving service supply chain performance with the Supply Chain Operations Reference (SCOR) approach; Case study: Indonesia government testing laboratory

Improving service supply chain performance with the Supply Chain Operations Reference (SCOR) approach; Case study: Indonesia government testing laboratory

Modeling the Intricate Association between Sustainable Service Quality and Supply Chain Performance: Moderating Role of Blockchain Technology and Environmental Uncertainty

The growing awareness about natural resource scarcity is spreading across industries, compelling businesses to implement sustainability initiatives. The service sector, including small and medium-sized firms (SMEs) involved in logistical operations, is actively pursuing measures to achieve the expected sustainability goals. In recent years, incorporating sustainable service quality attributes (SSQAs) has become a crucial strategy for attaining competitive advantages and sustainability objectives. In this context, the current study examines sustainable service quality attributes’ role in achieving sustainable supply chain performance (SSCP) and obtaining triple bottom line sustainability outcomes. Data were obtained from 295 logistics service-providing SMEs using the purposive sampling technique. The acquired data were then analyzed using the structural equation model. According to the findings, SSQAs have a positive association with SSCP. The moderating roles of blockchain technology (BT) and environmental uncertainty (EU) were significant between SSQAs and SSCP. SSCP also mediated between SSQAs, BT, and TBL. Meanwhile, EU and BT also have a significant influencing role between SSQAs and SSCP. The study adds to the body of knowledge within the domain of sustainability, by testing the unique interaction between sustainable service quality attributes and SSCP. Likewise, the use of blockchain technology as a moderator on a given relationship is empirically unique in itself. The study also provides the first of their kind findings on the subject matter in the context of 295 logistics service-providing SMEs from a developing country like Pakistan. The study’s findings are helpful for managers in transforming their services by embedding the SSQAs and developing their workforce to be equipped with the knowledge and facilities necessary to achieve TBL outcomes.

A Comparative analysis of service supply chain performance using analytic hierarchy process methodology

The study aims to provide a comprehensive analysis of the service supply chain (SSC) of small and medium scale enterprises (SMEs) and to offer insights to improve its supply chain performance. The study employs mixed methods, to analyse the data collected from SMEs. The findings highlight several key metrics of effective supply chain management in a service firm such as utilisation and flexibility of service capacity, inventory, order lead times, relationships between the organisation, its suppliers and customers, the importance of effective demand forecasting and inventory management as valuable attributes to improve the supply chain performance of service firms. Inventory lead time is presented as a fundamental metric useful in determining the service supply chain performance of SMEs.

The effect of repeating transactions on service supply chain performance under proprietary and agent modes

<p style='text-indent:20px;'>In a service supply chain, the service capacity prepared before the final demand is realized can be used for multiple periods but may depreciate over time. This paper studies the impact of repeating transactions on the decisions and performances of the service supply chain under two operational modes: proprietary mode and agent mode. We show that under both modes, repeating transactions over and over again does increase the profits of platform service supply chain members. The number of periods and the depreciation rate of capacity influence the gap between decentralized and centralized supply chains only under agent mode but not under proprietary mode. In addition, compared with that under proprietary mode, agent mode yields a greater expected profit for the retailer and a lower expected profit for the supplier, and the increased expected profit of the retailer compensates for the expected profit loss of the supplier. Furthermore, we present a modified new proprietary mode and find that it can yield a greater expected profit for the whole supply chain under agent mode within certain regions. In the end, we extend our model to the situation in which the supply chain members pay for the service relevant cost.</p>

Study on Performance Evaluation of Service Supply Chain by Extension Method

With the rapid development of the service industry, the service supply chain has become one of the most popular areas. With the logistics service supply chain being an important branch of the service supply chain, we should pay attention to the role of logistics service supply chain in enterprises. How to evaluate the logistics service supply chain comprehensively and rationally has become an important task for related enterprises to solve urgently. This paper, through extensive literature analysis and research on logistics service supply chain projects, established an indicator system composed of 18 secondary indicators from three perspectives of customer satisfaction, logistics service capabilities, and co-development ability, using the analytic hierarchy process (AHP) to determine the weight of each index and matter-element analysis to establish a logistics service supply chain performance evaluation model. At the end of the paper, the performance of S logistics enterprise is evaluated. The result turns out to be good, which is consistent with the actual situation, indicating that the evaluation system and method are effective and reliable.

A model of service supply chain sustainability assessment using fuzzy methods and factor analysis in oil and gas industry

PurposeThe 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.Design/methodology/approachBased 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.FindingsThe 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”.Research limitations/implicationsAs the present research was conducted in the Iranian context, caution should be taken regarding the generalizability of the obtained results.Originality/valueBased 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.

Supply Chain Performance Measurement System of Logistics Service Providers vs. Supply Chain Performance: A Conceptual Framework

Purpose: This conceptual paper explores the relationship between the generation of logistics service providers (LSPs), the scope of LSP supply chain performance measurement system (LSP SCPMS), and the corresponding impact on the supply chain (SC) performance. We propose that among LSPs applying SCPMSs, the generation of LSPs may affect the scope of LSP SCPMS, which may influence SC performance. Building on extant research, we present a conceptual framework, with the agency theory incorporating SC risk management concept, the resource-based view (RBV) and the rational view, an extension of RBV incorporating social network theory as the framework’s foundation. The initial hypotheses in this research proposal are each supported by the respective literature. Design/Methodology/Approach: As a conceptual paper, it is based on the literature review focusing on looking for the research gaps and responding to the recent calls in strategy research. Findings: The scope of LSP SCPMS and potential ramifications of LSP generation for the SC performance is an under-researched topic. In the present paper an attempt to consolidate knowledge on LSP supply chain performance measurement systems and its impact on SC performance has been made. The study as a research proposal makes a two-fold contribution to the discussion. First, it distinguishes the research questions and initial hypotheses. Secondly, a research methodology is proposed where qualitative methods are emphasised. Originality/Value: This study proposal contributes to a better understanding of the relationship between the scope of LSP supply chain performance measurement system and its impact on the supply chain performance, including the context of the LSP generation, which is proposed as a control variable in the study.

Can customer perceived service quality fluctuations predict the performance of retail service supply chain?

PurposeBased on the analysis of the dissipative structure of the retail service supply chain (RSSC), this paper divides the system into two internal and external dissipative mechanisms, including the internal performance dissipation mechanism and the perceived quality dissipation mechanism outside the system. Based on the prediction of RSSC performance, this paper aims to discuss the application of Hidden Markov Model (HMM) in this field and puts forward a set of complete process of forecasting the service supply chain (SSC) performance based on HMM model.Design/methodology/approachBased on the theory of dissipative structure, this paper selects the RSSC as the research object, analyzes the system characteristics of the dissipation structure of RSSC from three aspects, such as system opening type, distance from equilibrium state and nonlinear order and describes the quality fluctuation process of RSSC as a Hidden Markov process. Taking the RSSC of J Company as an example, this paper makes use of the observed state value of customer perceived service quality from 1997 to 2016, predicts the performance status of the enterprise's RSSC.FindingsThe research results show that: RSSC is a dissipative structure system, and its performance is the internal entropy flow of the system, and the customer perceived service quality is external, their interaction determines the dynamic evolution of the system dissipation structure, and the Markov property between supply chain performance and perceived service quality. There is a Markov property between supply chain performance and perceived service quality. Using the perceived service quality observation state data of the external consumers of the system can effectively predict the implicit state of RSSC performance. Based on this prediction result, the strategy adjustment and optimization of the action mechanism of internal and external entropy flow in the dissipative structure system can be carried out to promote the sustainable development of the RSSC.Originality/valueThis paper thinks that RSSC is a dissipative structure system and the SSC performance and customer perceived service quality are the internal and external entropy flow of the system, which determines the dynamic evolution of the system dissipation structure. There is a Markov property between supply chain performance and perceived service quality. The hidden state of SSC performance can be predicted effectively by using a hidden Markov model and observing state data of perceived service quality from consumers outside the system.

Intermodal service supply chain and seaport logistics performance

ABSTRACT This study focuses on the value of resources and service chains to maximise logistics performance outcomes within the setting of seaport logistics. From the perspective of logistics service providers (LSPs), we explore the role of competitive rivalry in prompting the LSPs to focus on facilitating value-added logistics services for shippers by forming service chains. The data have been collected from 168 diverse seaport logistics firms operating in India. We have methodologically relied on partial least squares based structural equation modelling to develop interesting linkages that facilitate intriguing implications. This research offers new insights by outlining value-added logistics services based on intermodality as the prerequisite to logistics efficiency and logistics effectiveness in seaport logistics operations. More granular implications detail how information resources, knowledge, and relational resources can strengthen the service supply chain of LSPs to generate service propositions in seaport logistics.

Di-ANFIS: an integrated blockchain–IoT–big data-enabled framework for evaluating service supply chain performance

AbstractService supply chain management is a complex process because of its intangibility, high diversity of services, trustless settings, and uncertain conditions. However, the traditional evaluating models mostly consider the historical performance data and fail to predict and diagnose the problems’ root. This paper proposes a distributed, trustworthy, tamper-proof, and learning framework for evaluating service supply chain performance based on blockchain and adaptive network-based fuzzy inference systems (ANFIS) techniques, named Di-ANFIS. The main objectives of this research are as follows: (1) presenting hierarchical criteria of service supply chain performance to cope with the diagnosis of the problems’ root; (2) proposing a smart learning model to deal with the uncertainty conditions by a combination of neural network and fuzzy logic; and (3) introducing a distributed blockchain-based framework due to the dependence of ANFIS on big data and the lack of trust and security in the supply chain. Furthermore, the proposed six-layer conceptual framework consists of the data layer, connection layer, blockchain layer, smart layer, ANFIS layer, and application layer. This architecture creates a performance management system using the Internet of Things, smart contracts, and ANFIS based on the blockchain platform. The Di-ANFIS model provides a performance evaluation system without needing a third party and a reliable intermediary that provides an agile and diagnostic model in a smart and learning process. It also saves computing time and speeds up information flow.

Dynamic Plan Control: An Effective Tool to Manage Demand Considering Mobile Internet Network Congestion

Rapidly increasing mobile data traffic have placed a significant burden on mobile Internet networks. Due to limited network capacity, a mobile network is congested when it handles too much data traffic simultaneously. In turn, some customers leave the network, which induces a revenue loss for the mobile service provider. To manage demand and maximize revenue, we propose a dynamic plan control method for the mobile service providers under connection-speed-restriction pricing. This method allows the mobile service provider to dynamically set the data plans’ availability for potential customers’ new subscriptions. With dynamic plan control, the service provider can adjust data network utilization and achieve high customer satisfaction and a low churn rate, which reflect high service supply chain performance. To find the optimal control policy, we transform the high-dimensional dynamic programming problem into an equivalent mixed integer linear programming problem. We find that dynamic plan control is an effective tool for managing demand and increasing revenue in the long term. Numerical evaluation with a large European mobile service provider further supports our conclusion. Furthermore, when network capacity or potential customers’ willingness to join the network changes, the dynamic plan control method generates robust revenue for the service provider.

A Hybrid Method for Measuring Service Supply Chain Performance Management in IT Service Providers

A Hybrid Method for Measuring Service Supply Chain Performance Management in IT Service Providers

An interaction between supply chain practices and human resource practices, and the service supply chain performance: a case of Majan Electricity Company

An interaction between supply chain practices and human resource practices, and the service supply chain performance: a case of Majan Electricity Company

An interaction between supply chain practices and human resource practices, and the service supply chain performance: a case of Majan Electricity Company

This research paper studies the interaction of the standard supply chain practices and human resource practices with the overall supply chain performance. Besides, the selected performance parameters are prioritised. Taking the case of Majan Electricity Company (Oman) as a service supply chain, the primary data are gathered from its employees using a bilingual (English-Arabic) structured questionnaire. A reasonable number of hypotheses are formulated and tested using suitable statistical tests. The prioritisation of selected performance parameters is done using the analytical hierarchy process (AHP). The research paper begins by offering a description of the service supply chain concepts and mentions the recent and relevant developments in this area. The next sections deal with the research methodology, data analysis, and interpretation, conclusions, recommendations, limitations of the study and directions for future research respectively. The outcomes of this study are expected to benefit the industry as well as academia.

Assessment of lean-green practices on the sustainable performance of hotel supply chains

PurposeThe 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/approachLiterature 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).FindingsThe 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/implicationsAlthough 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 implicationsThe 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/valueThere 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.

The impact of Big Data analytics and data security practices on service supply chain performance

PurposeThe purpose of this paper is to investigate the effects of Big Data analytics, data security and service supply chain innovation capabilities on services supply chain performance.Design/methodology/approachThe paper draws on the relational view of resource-based theory to propose a theoretical model. The data were collected through survey of 145 service firms.FindingsThe results of this study found that the Big Data analytics has a positive and significant relationship with a firm’s ability to manage data security and a positive impact on service supply chain innovation capabilities and service supply chain performance. This study also found that most service firms participating in this study used Big Data analytics to execute existing algorithms faster with larger data sets.Practical implicationsA main recommendation of this study is that service firms empower a chief data officer to establish the data needed and design the governance of data in the company to eliminate any security issues. Data security was a concern if a firm did not have ample data governance and protection as the information was shared among members of service supply chain networks.Originality/valueBig Data analytics are a useful technology tool to forecast market preference based on open source, structured and unstructured data.

A model for assessing the impact of sustainable supplier selection on the performance of service supply chains

This study intends to develop and validate a model for assessing the impact of supplier sustainability on the performance of a service supply chain. Supplier sustainability is assessed based on five main criteria derived from literature and validated by industry experts (i.e. Environment Management, Social Responsibility, Green Products, Technology Standards and Health and Safety Management). Each criterion is further characterised using three sub-criteria (indicators). The impact of these sustainability aspects on the performance of service supply chains is assessed based on two sets of economic and competitiveness measures. To validate the model, empirical data were collected from a large sample of supply chain experts at major service firms in the United Arab Emirates (UAE). Structural Equation Modelling was then used to analyse the data and derive conclusions. Results indicated a valid structure of the proposed model based on the selected criteria (latent variables) and confirmed their positive impact on the performance of service supply chains. This has demonstrated the model fitness to assess supplier sustainability in service supply chains. However, the criteria related to the supplier’s Environmental Management and Technology Standards were found to be of a higher impact on performance while the competitiveness aspects of performance were found to be of higher importance compared to economic aspects. The implications of study findings on service supply chains were discussed along with study limitations and directions for future research.

A fuzzy cognitive mapping model for service supply chains performance

PurposeThe aim of this study is to present a model for service supply chain performance evaluation (SSCPE) based on fuzzy cognitive mapping (FCM).Design/methodology/approachDespite the unique nature of services, which distinguishes them from goods, the performance evaluation of service supply chains (SSCs) has still not received adequate attention from researchers or practitioners. With the help of in-depth interviews conducted with insurance industry experts in Iran, the performance measures of SSCs are defined, and the relevance between the performance measures, which are based upon the knowledge of experts in this field, are presented as a fuzzy cognitive map.FindingsBy blocking the aggregate map of experts, a model for SSCPE is developed that discusses performance measures and metrics of strategic, tactical and operational SSC processes, such as service-providing management, service-enabling management, market management, cash-flow management, customer-relationship management, supplier-relationship management, knowledge- and information-flow management and risk management. Indexes of FCM models indicate that the supply chain service quality and strategy blocks have the most importance compared with others.Originality/valueThe paper develops an original SSCPE model that can be used as a basis for SSC improvement and develops an excellence model for SSC.

The role of control power allocation in service supply chains: Model analysis and empirical examination

In complex and competitive business environment, there have been many examples of supply chain members fighting for power. Therefore, researchers have begun focusing on the impact of control power allocation on the supply chain. This paper examines the allocation of power in different service supply chain relationships, analyzing the impact of service level on optimal control power allocation and comparing the differences between the optimal power distribution in service supply chains and that of manufacturing supply chains. We adopt a mathematical model building method to discuss this issue, verifying the theoretical perspectives through empirical studies of China's largest state-owned logistics company, the China Railway Company, and the private ownership enterprise, Tianjin SND Logistics Company. We also develop a conceptual model of the influence of control power on the performance of service supply chains, based on the modeling and case analysis. The conceptual model shows several results: the control power allocation determines the dominant structure of the supply chain; the service provider's wholesale pricing strategy and the service integrator's sales price strategy present different outcomes under various dominant structures of the supply chain, which will greatly affect the performance of the corresponding supply chain; and the relationship between the supply chain dominant structure and the price can be adjusted by the service level.

Service supply chain coordination factors: the case of Saudi Arabian hospitals

Service supply chain combines the management of information, processes, capacity, service performance and funds from the earliest supplier to the ultimate customer. This study explores the need for supply chain coordination required to deliver services for healthcare industry. Building on prior research, this study looks quantitatively at the interplay of service supply chain coordination factors (i.e., accessibility, affordability and awareness) and their influence on hospital performance. Hence, empirical research in an emerging economy such as the Kingdom of Saudi Arabia was selected to test the predictive relationship between service supply chain coordination factors and performance. The findings from this study show that from the three predictive relationships tested, performance of hospitals was challenged by the increasing lack of service awareness built in the industry.