A unifying view of goods and services supply chain management

Niranjan, Tarikere T.; Weaver, Miles

doi:10.1080/02642069.2010.504821

Cited by 23 publications

(13 citation statements)

References 32 publications

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“…Currently, there is a main stream of comparisons of the performance of manufacturing and service supply chains [3,12]. Many of the current research are focused on different fields of the service sector, covering services like health care [4,13,14], telecom [IS], tourism [16,17], after-sale [18,19,20], oilfield [21], consulting [22], municipality [23], and e government [24].…”

Section: Service Supply Chainmentioning

confidence: 99%

Service Supply Chain: Configuration Structure and Operations Mechanism

Lin

Zhou

Rong

et al. 2012

Proceedings of 2012 IEEE International Conference on Service Operations and Logistics, and Informatics

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The main purpose of this research is to identify the configuration structure of a service supply chain from a view of modularity, to address the operations mechanism of the service supply chain from the perspective of service dominant logic. Literature review and case study are adopted in this research. Data are mainly collected through interview and secondary documents. The resultsshown that the service supply chain is configured with different types of module actor. A framework is proposed with dimensions of Configuration and Co-creation to explain the operations mechanism of a service supply chain.

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Section: Service Supply Chainmentioning

confidence: 99%

Service Supply Chain: Configuration Structure and Operations Mechanism

Lin

Zhou

Rong

et al. 2012

Proceedings of 2012 IEEE International Conference on Service Operations and Logistics, and Informatics

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“…18 Therefore, it is necessary to reinterpret building a sound LSSC PMS, especially considering the relationship between FLSP and LSI.…”

Section: Introductionmentioning

confidence: 99%

Performance Measurement of Logistics Service Supply Chain Using Bijective Soft Set

Гонг

Huang

2015

J. Adv. Manuf. Syst.

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In the logistics service supply chain (LSSC), performance measurement is an important approach that can improve competitiveness of the overall supply chain. In the complicated measurement system, it includes various quantitative and qualitative indices with uncertain problems. However, classical measurement methods were based on subjective suggestion to weigh each index in the measurement system; moreover, there is no well-established performance measurement system (PMS) for evaluation of LSSC. For those reasons, this paper aims to present Bijective soft set approach to deal with the performance measurement of LSSC, which ensures the objective of the weight of each index and gets the core indices of the PMS. Based on the overall LSSC operation, customer service, and corporate management -the three parts in the proposed system of LSSC -the indices, and consistency of the metrics have been selected. Finally, an empirical analysis of developed framework for performance measurement is conducted and tested.

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“…Defining Service Inventory Niranjan and Weaver (2011) identify two schools of thought when it comes to inventory and capacity in services. One school of thought views service capacity as equivalent to inventory, which is consistent with Chopra and Lariviere's (2005) and Vargo and Lusch's (2004) views.…”

Section: Introductionmentioning

confidence: 99%

Using Digital Service Inventories to Create Customer Value

Davis

Stavrulaki

2015

Service Science

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T echnology continues to affect today's businesses in general and services in particular. With the globalization of business, service organizations have access to many of the same external resources. As a result, services must look internally to how they design their delivery processes to increase the value of their offerings. One element that appears to offer such opportunities is the creation of service inventories in the design of the service delivery process. We define service inventory as any tangible or intangible operand resource that is transformed by the service provider with or without customer input and is stored prior to the customer's arrival. The goal of service inventories is to facilitate the steps in the service delivery process, thereby creating customer value during the service encounter. Within this context, service inventories can be either physical or digital; we focus primarily on the creation of digital service inventories and how they add value for both the provider and the customer.We introduce a framework that relates the degree of customer interaction and the degree of service inventory differentiation to operational "stickiness." Our objective is to acknowledge the increasing role of technology in the delivery of services, and we discuss how services can leverage this technology by incorporating service inventories into the design of their delivery processes. The resulting synergy from both increasing the level of customer interaction during the value cocreation process and creating service inventories (both of which are integral elements in our framework) provides firms with increased customer satisfaction and loyalty.

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A unifying view of goods and services supply chain management

Cited by 23 publications

References 32 publications

Service Supply Chain: Configuration Structure and Operations Mechanism

Service Supply Chain: Configuration Structure and Operations Mechanism

Performance Measurement of Logistics Service Supply Chain Using Bijective Soft Set

Using Digital Service Inventories to Create Customer Value

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