A Classification of Supply Chain Problems

Osborn, Beverly; Nault, Barrie R.

doi:10.5539/emr.v1n2p1

Cited by 5 publications

(2 citation statements)

References 46 publications

(39 reference statements)

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“…The direct contact between the service provider and the final customer increases responsiveness. Responsiveness can happen due to delays and distance; long distances in the supply chain can reduce responsiveness (Osborn and Nault, 2012), and accordingly, direct contact with customers enhances responsiveness.…”

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confidence: 99%

Using SERVQUAL to assess the quality of service provided by Jordanian telecommunications Sector

Alnsour

Tayeh

Alzyadat

2014

Int Journal of Commerce & Mgt

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Purpose -The purpose of this paper is to explore the application of the SERVQUAL approach to assess the quality of service of Jordanian telecommunication sector and how this can ultimately affect customer loyalty. Service quality has a very high importance in a sector that is becoming highly competitive. Design/methodology/approach -The paper uses a survey to asses the service quality from the viewpoint of customers using a stratified sample that consists of customers of each of Jordanian Telecommunication Company. The survey contrasts respondents' expectations of a service with their perceptions of the service delivered by telecommunication companies. Findings -The study showed that the telecommunications company needs to understand the Jordanian customer expectations in the light of the unique cultural traits of these customers. This affects that companies' ability in meeting customer expectations, Loyalty is directly enhanced by achieving service quality and should be one of the main goals for telecom companies. Research limitations/implications -Some of the findings cannot be generalized across industries or across countries. Practical implications -The paper will be of interest to Jordanian telecommunication firms to academics investigating the reliability and value of service quality assessment tools. Originality/value -This study showed that culture can have an impact on customers' expectations of service quality. This is reflected by the findings about responsiveness and tangibility. Responsiveness was found to be the dimension that has the greatest impact on loyalty within the Jordanian culture, while tangibility has the lowest correlation with loyalty.

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confidence: 99%

Using SERVQUAL to assess the quality of service provided by Jordanian telecommunications Sector

Alnsour

Tayeh

Alzyadat

2014

Int Journal of Commerce & Mgt

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“…Ongoing relationship learning and information technology (IT) integration between suppliers and buyers have been identified as crucial determinants of successful collaboration and sustainable performance. Researchers have identified a range of factors that impact successful relationship learning, such as the frequency of meetings and interactions and the effectiveness of IO communication, long-term commitment, topmanagement support, a buyer's trust in its supplier, formal and social control structures, the level of cooperation, initiatives to increase logistics responsiveness and knowledge exchange, and the use of common resources (Bhatti, 2019;Humphreys et al, 2004;Iyer et al, 2014;Jean et al, 2010;Osborn and Nault, 2012). In addition, researchers have recognized IT integration as an important driver of performance (Boyer et al, 2005;Ralston et al, 2015;Lai et al, 2016;Ward and Zhou, 2006).…”

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confidence: 99%

Interorganizational cooperation and supplier performance in high-technology supply chains

Connor

Lowry

Treiblmaier

2020

Heliyon

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Never in history have global supply-chain relationships in high-tech electronics firms been more sophisticated, complicated, and almost always tied in some major aspect to China. This research examines how interorganizational (IO) cooperation impacts performance and what role relationship learning and information technology (IT) integration play in the value-creation process for Chinese suppliers in business-to-business (B2B) supply chains. We examine this issue using data collected from face-to-face interviews with supply chain managers and executives from 1,004 Chinese high-tech electronic component suppliers. The results strongly support the hypothesis that IO cooperation improves a supplier's performance regarding both its major customer and overall marketplace. Relationship learning and IT integration are important mediating variables that drive performance. The strongest effect in our study was the influence of IO cooperation on relationship learning. A unique aspect of this study is that it focuses on a large sample of a specific supplier type-high-tech Chinese suppliers. This, combined with the fact that the sampled companies were involved in manufacturing 13 different product groups, greatly increases the generalizability of the results.

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An analysis of blockchain versus relational databases for digitalising information flows in global supply chains using the analytic network process

Wolf,

Louw,

Palm

2023

International Journal of Production Research

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A Classification of Supply Chain Problems

Cited by 5 publications

References 46 publications

Using SERVQUAL to assess the quality of service provided by Jordanian telecommunications Sector

Using SERVQUAL to assess the quality of service provided by Jordanian telecommunications Sector

Interorganizational cooperation and supplier performance in high-technology supply chains

An analysis of blockchain versus relational databases for digitalising information flows in global supply chains using the analytic network process

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