The relationship between information technology and service quality in the dual‐direction supply chain

Abstract

Providing high levels of service quality to customers has become a necessity for companies to remain competitive in the marketplace. This paper reports the findings from a case study of a language school agency. As a “communication channel intermediary”, the case study firm provides a high quality service to customers located upstream (Spanish immersion schools), as well as downstream (students) in its supply chain. The key determinant of service quality that both of these groups use in evaluating customer service is the communication of accurate and timely information. Service quality provided to student customers is primarily facilitated through the use of the Internet, while Spanish immersion school customers rely on telephone communication, e‐mail, and in‐person visits. Implications for this dual‐direction customer focus and the use of the Internet in the service transaction are presented.

Research opportunities in supply chain management

“…Zsidisin, Jun, and Adams (2000) describe the primary goal of SCM as 1 Larson and Rogers (1998) initially tabulated the number of SCM articles published from the 1980s to 1997. Their computations were updated in this research study through 2004.…”

Supply Chain Finance in China: Business Innovation and Theory Development

“…The integration of the two flows is therefore identified as a key aspect of SCM. Zsidisin et al [43] considered the primary goal of SCM as "effectively managing the flow of materials and information from supply sources to the final point of sale" (p. 312). Stevens [44] elaborated the potential of integrating material flows and information flows with reference to the manufacturing industry.…”

Marketing Performance Analysis of Building Planner Consultant

“…In service marketing, channel distribution is basically a series of plans to deliver the product or services to customers as expected, differences with the product of goods. Zsidisin et al, (2000) state that the output of services are varied and have properties that can not be separated from production to consumption processes (simultaneous between production and consumption), then the service providers have to serve their own customers or to find ways to involve other parties in the delivery services offered. Building planner consultant to deliver their services to the customer has its own characteristics, so the need to consider factors relating to the quality, quantity, timing and value of service, convenience and availability, the location of the buyer, buyer characteristics, technological capabilities and the type of services offered.…”

“…The physical evidence, is a physical proof that covers all aspects of the physical facilities that can support fluency in the process of delivering services and to be able to attract and give confidence to consumers. Physical evidence, according to Zsidisin et al, (2000), is the environment in the which the service is delivered and now here interact firm and customer, and any tangible components That facilitate performance or communication of the service. Physical evidence is a matter which obviously also affect consumer decisions to buy and use products offered services.…”