Dynamics of judicial service supply chains

López, Luis; Zúñiga, Roy

doi:10.1016/j.jbusres.2013.07.022

Cited by 10 publications

(7 citation statements)

References 15 publications

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“…Haas et al (2013) portray the strategic behaviour of the e-service supplier in complex service value networks, arguing that e-service suppliers who want to maximise their business success need to configure their services according to the preferences of the consumers. López and Zúñiga (2014) study the strategic ability adjustment behaviour of servers in the judicial service supply chain, noting that servers within the supply chain change their processing speeds in order to maintain a backlog of cases that is acceptable and credible. Zha et al (2015) investigate the effort of a service platform in the hotel service supply chain and explore its influence on the hotel's decision and channel co-ordination.…”

Section: Strategic Behaviourmentioning

confidence: 99%

“…We are excited to see that some scholars have used the multimethod combination. For example, Song et al (2011) use survey and case study method, López and Zúñiga (2014) use system dynamics and case study method, and Liu, Wang, Shen, Yan and Wei (2018) used Stakelberg game and make a case verification at the same time. Mutual verification of multimethod can provide a robust understanding of the research topic.…”

Section: Research Agendamentioning

confidence: 99%

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Service supply chain management: a behavioural operations perspective

Liu

Wang

Long

et al. 2019

MSCRA

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Purpose 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. Design/methodology/approach 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. Findings 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. Originality/value 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.

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Section: Strategic Behaviourmentioning

confidence: 99%

Section: Research Agendamentioning

confidence: 99%

Service supply chain management: a behavioural operations perspective

Liu

Wang

Long

et al. 2019

MSCRA

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show abstract

“…In this study, the use of the modified Servqual method tool was based on 22 observations and 22 expectations, presented in a comparative form, classified according to the Likert scale, which, according to Clegg (2001) is useful to assess the opinion of a given person on a particular topic, in this case, for measuring the perceptional concepts of court stakeholders. 22 contrasting questions have been put together in 5 dimensions:…”

Section: An Example Of Using the Servqual Methods In Courtsmentioning

confidence: 99%

Measurement of Quality Services in Courts – the Servqual Method

Horodecka¹,

Odlanicka-Poczobutt²

2019

SPSUTOM

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One of the ways to assess the level of contentment with the services offered by Poland's court system is the use of tools customarily applied in organizations where quality management has been implemented. Therefore, the purpose of the article was to analyze the possibility of using a modified Servqual method to measure the quality of service as perceived by stakeholders, based on the difference between expectations about what they receive and the perception of the service actually provided. In the study described herein, the use of the method was based on 22 observations and 22 expectations presented in comparative form and classified according to the Likert scale. Herein, 5 gaps in the model and the most important expectations indicated by the stakeholders were identified. In the conducted study, the most important expectations that users pointed out were: providing stakeholders with personalized attention when providing the service; the neat appearance of employees; convenient office hours; behavior of court staff that inspires stakeholders' trust; high competence in answering questions and the opportunity to conduct consultations; visual attractiveness and modernity in furnishing rooms and equipment; personalized care and a friendly atmosphere; security and certainty of the effects received (documents forwarded, consultations, rulings issued by a judge etc.) and confidentiality.

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“…Recently, the operations and supply chain management field has joined this debate (Dobrzykowski, 2019; Goldstein & Naor, 2005; Karwan & Markland, 2006; Radnor et al, 2016) and empirical work has commenced. Examples include implementation of lean practices in healthcare (see Radnor & Osborne, 2013; Radnor & Walley, 2010) and the use of for‐profit integration mechanisms and practices in healthcare and criminal justice (Drupsteen, van der Vaart & van Donk, 2013; López & Zúñiga, 2014; Pekkanen & Niemi, 2013).…”

Section: Introductionmentioning

confidence: 99%

On publicness theory and its implications for supply chain integration: The case of criminal justice supply chains

Seepma

Donk

Blok

2020

J Supply Chain Manag

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The literature has extensively discussed whether and how public organizations differ from private ones. Publicness theory argues that the degree of publicness is determined by ownership, funding, goal setting, and control structure of an organization. However, these theoretical ideas have not yet been extended to the interorganizational level. The need for further research is reflected in the sustained debate on the applicability of forprofit management approaches in public contexts and supply chains. Starting from the premise of the dimensional publicness theory, this study focuses on theory elaboration. We focus our empirical study on the criminal justice supply chain, which encompasses the process of bringing a criminal case to court. This chain provides an interesting public case to explore how specific dimensions of publicness affect or limit supply chain integration mechanisms. The results of our series of embedded cases focusing on Dutch criminal justice supply chains show that control structures, embodied in laws and regulations, define the governance of relationships between supply chain partners. In addition to these formalized ties, extensive known for-profit information and operational integration mechanisms can be observed, along with limited relational integration. Surprisingly, although similar integration mechanisms are used as in forprofit contexts, integration serves a different role in several of the relationships investigated: dealing with tensions stemming from the specific goal setting and stakeholders of criminal justice chains. Although our findings specifically relate to criminal justice supply chains, they have important implications for other supply chains using contracts and laws and those being selective in applying supply chain integration in cases of contrasting objectives. Moreover, we provide a stepping-stone for the extension of publicness theory to the interorganizational level.

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Dynamics of judicial service supply chains

Cited by 10 publications

References 15 publications

Service supply chain management: a behavioural operations perspective

Service supply chain management: a behavioural operations perspective

Measurement of Quality Services in Courts – the Servqual Method

On publicness theory and its implications for supply chain integration: The case of criminal justice supply chains

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