Surviving the hectic early phase of the COVID-19 pandemic: a qualitative study to the supply chain strategies of food service firms in times of a crisis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Néomie Raassens ◽  
Hans Haans ◽  
Shantanu Mullick
Keyword(s):  
Supply Chain ◽  
Crisis Management ◽  
Early Phase ◽  
Service Industry ◽  
Management Strategies ◽  
Food Service ◽  
Service Firms ◽  
Content Type ◽  
Service Supply Chain ◽  
The Impact

PurposeThe COVID-19 pandemic and the subsequent lockdown have hit the food service industry very hard. The COVID-19 outbreak has created a sharp downturn for firms in the food service industry, compelling actors across the whole food service supply chain to rethink their strategies. The purpose of this paper is to document the impact of COVID-19 on the food service supply chain, as well as to identify crisis management strategies food service firms use during the hectic early phase of the COVID-19 pandemic to survive the current and prepare for future pandemics.Design/methodology/approachWe performed a qualitative descriptive study using 21 semi-structured interviews with actors across the food service supply chain (i.e. farmers, wholesalers and food service providers). Data were collected to shed light on food service firms' decision making during the hectic early phase of the COVID-19 pandemic to uncover various crisis management strategies used.FindingsBy integrating the disaster and crisis pyramid and resilience theory, four core crisis management strategies to respond to the COVID-19 pandemic are conceptualized, i.e. (1) managing resources, (2) diversifying strategically, (3) prioritizing long-term outcomes and (4) bonding socially.Originality/valueThe theoretical contributions include documenting the performance impact of the COVID-19 pandemic on the food service supply chain and exploring crisis management strategies food service firms employed during the hectic early phase of the COVID-19 pandemic. Thus, functioning and survival during a pandemic, an emerging field in literature, are central to this study. Additionally, while recent research suggests that integrating crisis management and resilience literature may provide a more complete understanding of the organization–crisis relationship, these literature streams mainly developed in isolation. By integrating the literature streams of crisis management and resilience and applying these theories to the COVID-19 crisis, our study provides specific managerial guidelines.

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

2018 ◽  
Vol 25 (9) ◽  
pp. 4009-4034 ◽  
Author(s):  
Yudi Fernando ◽  
Ramanathan R.M. Chidambaram ◽  
Ika Sari Wahyuni-TD
Keyword(s):  
Big Data ◽  
Supply Chain ◽  
Data Security ◽  
Data Analytics ◽  
Big Data Analytics ◽  
Supply Chain Performance ◽  
Service Firms ◽  
Content Type ◽  
Service Supply Chain ◽  
The Impact

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.

Information technology management and service performance management capabilities: an empirical study of the service supply chain management process

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pattama Lenuwat ◽  
Sakun Boon-itt
Keyword(s):  
Information Technology ◽  
Supply Chain ◽  
Supply Chain Management ◽  
Performance Management ◽  
Service Performance ◽  
Information Technology Management ◽  
Chain Management ◽  
Content Type ◽  
Service Supply Chain ◽  
The Impact

PurposeThe dynamic capabilities view is invoked to hypothesize relationships among the service supply chain management (SSCM) process capabilities using the information technology management (ITM) process capability. This study argues that ITM will have an impact on the service performance management (SPM) process capability only when it works through mediators and demonstrates the impact by using the framework of SSCM process capabilities.Design/methodology/approachThis study is based on a survey using quantitative data collection to empirically test the research framework. The proposed framework and hypotheses were tested using a mail-in survey of the service industry in Thailand. The statistical analysis of data acquired from the survey was performed using structural equation modeling.FindingsThe results support the existence of a mediating role for the ITM process affecting the SPM process. This study identifies the role of ITM and emphasizes the urgent need for firms to embed other mediating factors into their approaches to achieve SPM process goals in the service supply chain context.Research limitations/implicationsThe study offers important implications to researchers as well as practitioners by highlighting the significance of mediating roles for ITM to achieve SPM process.Originality/valueThis research is among the initial attempts to argue the impact of ITM on SPM through mediators.

The impact of change readiness on the knowledge sharing process for professional service firms

2014 ◽  
Vol 18 (4) ◽  
pp. 687-709 ◽  
Author(s):  
Fariza Rusly ◽  
Peter Yih-Tong Sun ◽  
James L. Corner
Keyword(s):  
Knowledge Sharing ◽  
Service Industry ◽  
Change Readiness ◽  
Professional Service ◽  
Service Firms ◽  
Professional Service Firms ◽  
Content Type ◽  
Organisational Context ◽  
Holistic Understanding ◽  
The Impact

Purpose – The study aims to assess the influence of change readiness on the knowledge sharing process. This study proposes that readiness for knowledge sharing involves developing holistic understanding of the process through identification of individual and organisational readiness. Design/methodology/approach – The study adopts a qualitative case study design involving three New Zealand professional service firms (PFSs). Using grounded theory analysis, categories and concepts of change readiness that shape the knowledge sharing process were identified. The linkages among these elements offer an explanation of how readiness for knowledge sharing is formed. Findings – Findings show that beliefs regarding knowledge sharing and individual expertise determine individual readiness to share knowledge. Readiness for the process is escalated by instilling collective commitment for knowledge sharing. A conducive organisational context, which comprises communication, participation and learning, represents a firm’s capability to implement the knowledge sharing process. Findings also highlight the moderating influences of firm archetype, inter-profession differences and knowledge nature in the interplay between change readiness elements and the knowledge sharing process. Research limitations/implications – Findings reveal elements that motivate readiness for knowledge sharing from a change perspective. The propositions and theoretical model offered could extend understanding of the phenomena and lead to further studies assessing readiness for other knowledge management processes. The study involves three PFSs; hence, interpretation of the findings is limited within the scope and context of the study. Practical implications – Findings contribute to the formulation of firms’ knowledge sharing strategies by offering holistic insights into the importance of motivating readiness for knowledge sharing through consideration of multidimensional change readiness: individual and collective beliefs, individuals’ characteristics and organisational context. Originality/value – It is the first empirical study that seeks to develop theory how change readiness elements influences knowledge sharing in the organisation. To offer more contextualised findings, the study focusses on the phenomena of change readiness and knowledge sharing within the professional service industry.

Measuring the maturity of service supply chain process: a new framework

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hadi Balouei Jamkhaneh ◽  
Abdol Hamid Safaei Ghadikolaei
Keyword(s):  
Supply Chain ◽  
Service Industry ◽  
Maturity Model ◽  
Chain Process ◽  
Self Assessment ◽  
Content Type ◽  
Measurement Framework ◽  
Service Supply Chain ◽  
Proposed Model ◽  
And Performance

PurposeThe aim of this study is to develop a framework for measuring of service supply chain (SSC) maturity process.Design/methodology/approachThe main framework of the SSC maturity was developed by reviewing the concepts and models of SSC, business excellence, maturity and supply chain performance evaluation. Then, the maturity level of each excellence criterion was defined in the proposed model by using the excellence criteria for SSC and the concept of Plan, Do, Check and Act (PDCA) cycle in combination with the process survey tools maturity model. Based on the excellence criteria and their maturity levels, a questionnaire was designed to practically measure the proposed framework.FindingsThe concepts and features of maturity levels defined for each of the excellence criteria were used to implement and operationalize the proposed framework and evaluate the SSC processes.Practical implicationsThrough the assessment of the existing status of SSC processes, the findings allow managers to reach a better understanding of the strengths and weaknesses of such processes. Then, some opportunities are provided for improving each excellence criterion to enhance the performance of each process.Originality/valueIn fact, this study provides guidelines for organizations to measure their progress and performance and improve their management systems. The main advantages of the proposed SSC measurement framework include self-assessment facilitation, calculation of criteria scores and development of uses. The proposed model, like quality and productivity awards, can pave the way for increased competitiveness of the service industry.

scholarly journals Improving supply chain flexibility and agility through variety management

2017 ◽  
Vol 28 (2) ◽  
pp. 464-487 ◽  
Author(s):  
Juneho Um
Keyword(s):  
Supply Chain ◽  
Structural Equation ◽  
Management Strategy ◽  
Management Strategies ◽  
Product Variety ◽  
Positive Influence ◽  
Customer Relationships ◽  
Chain Flexibility ◽  
Content Type ◽  
The Impact

Purpose A trade-off exists between product variety and supply chain (SC) performance. To help mitigate the impact on SC of increased product variety, the purpose of this paper is to examine how variety management activities including variety management strategy (VMS), supplier partnerships and close customer relationships affect SC flexibility and agility at different levels of customisation. Design/methodology/approach A survey-research methodology is employed using data from 363 manufacturing firms from the UK and South Korea. In particular, cluster analysis and structural equation modelling were used to evaluate the proposed model according to the level of customisation. Findings The results suggest that internal variety management strategy and external SC integration have a positive influence on SC flexibility and agility. Customer relationships and variety management strategies influence SC flexibility more than partnerships with suppliers whereas variety management strategies and partnerships with suppliers influence SC agility more than customer relationships. In fact, for external integration in particular, customer relationships influence SC flexibility (i.e. reaction capability) rather than agility (i.e. reaction time) whereas partnerships with suppliers influence SC agility rather than flexibility. In a high-customisation context, close customer relationships are the most effective way to increase SC flexibility, whereas partnerships with suppliers are the most effective way to increase SC agility. In a low-customisation context, a VMS and customer relationships are the most effective way to increase both SC flexibility and agility. Originality/value This paper suggests key variety management activities to aid managers to better manage product variety ambitions in SC under varying customisation profiles through internal and external approaches.

scholarly journals The differentiated effects of CSR actions in the service industry

2014 ◽  
Vol 28 (7) ◽  
pp. 558-565 ◽  
Author(s):  
Ana B. Casado-Díaz ◽  
Juan L. Nicolau-Gonzálbez ◽  
Felipe Ruiz-Moreno ◽  
Ricardo Sellers-Rubio
Keyword(s):  
Corporate Governance ◽  
Firm Performance ◽  
Service Industry ◽  
Positive Impact ◽  
Manufacturing Firms ◽  
Service Firms ◽  
Related Factors ◽  
Content Type ◽  
Good Corporate Governance ◽  
The Impact

Purpose – The purpose of this study is to attempt to explain why the impact of Corporate Social Responsibility (CSR) initiatives may be different and/or more important in service firms compared to manufacturing firms. CSR is becoming a common strategy, hence its extensive research. Central to it is the analysis of the effect of CSR on a firm’s performance, whose outcome depends on firm-specific and industry-related factors. Design/methodology/approach – The event study methodology is applied to all the 248 companies that have ever traded on the Spanish Stock Market between 1990 and 2007. A regression analysis examines potential different effects of CSR on service and goods firms. Findings – The results show that CSR activities have a positive impact on firm performance that is higher for service firms than for manufacturing firms. Actions related to the environment, responsible labor relationships and good corporate governance are especially important in the service context. Research limitations/implications – This research is focused on shareholders’ performance, but it does not consider other stakeholders, such as real consumer behavior or employees’ commitment and productivity. Practical implications – Service firms are likely to gain from focusing on some CSR activities (environment, employees and good corporate governance) and should use their responsible behavior as a valuable tool for public relations and differentiation in the market. Originality/value – This article is the first attempt to empirically test and explain why the relationship between CSR and firm performance may be different (more positive) for service vs manufacturing firms.

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

2019 ◽  
Vol 31 (6) ◽  
pp. 2448-2467 ◽  
Author(s):  
Matloub Hussain ◽  
Raid Al-Aomar ◽  
Hussein Melhem
Keyword(s):  
Supply Chain ◽  
Supply Chains ◽  
Service Industry ◽  
Measurement Model ◽  
Content Type ◽  
Sustainable Performance ◽  
Proposed Model ◽  
Green Practices ◽  
Lean And Green ◽  
The Impact

Purpose The 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/approach Literature 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). Findings The 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/implications Although 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 implications The 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/value There 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.

An empirical examination of firm financial performance along dimensions of supply chain resilience

2017 ◽  
Vol 40 (3) ◽  
pp. 254-269 ◽  
Author(s):  
Xun Li ◽  
Qun Wu ◽  
Clyde W. Holsapple ◽  
Thomas Goldsby
Keyword(s):  
Supply Chain ◽  
Financial Performance ◽  
Three Dimensions ◽  
Empirical Examination ◽  
Content Type ◽  
Supply Chain Resilience ◽  
Critical Dimensions ◽  
Firm Financial Performance ◽  
Supply Chain Agility ◽  
The Impact

Purpose This paper aims to investigate the impact of three critical dimensions of supply chain resilience, supply chain preparedness, supply chain alertness and supply chain agility, all aimed at increasing a firm’s financial outcomes. In a turbulent environment, firms require resilience in their supply chains to prepare for potential changes, detect changes and respond to actual changes, thus providing superior value. Design/methodology/approach Using survey data from 77 firms, this study develops scales for preparedness, alertness and agility. It then tests their hypothesized relationships with a firm’s financial performance. Findings The results reveal that the three dimensions of supply chain resilience (i.e. preparedness, alertness and agility) significantly impact a firm’s financial performance. It is also found that supply chain preparedness, as a proactive resilience capability, has a greater influence on a firm’s financial performance than the reactive capabilities including alertness and agility, suggesting that firms should pay more attention to proactive approaches for building supply chain resilience. Originality/value First, this study develops a comparatively comprehensive definition for supply chain resilience and explores its dimensionality. Second, this study provides empirically validated instruments for the dimensions of supply chain resilience. Third, this study is one of the first to provide empirical evidence for direct impact of supply chain resilience dimensions on a firm’s financial performance.

Employee emotional displays in the extended service encounter

2019 ◽  
Vol 31 (1) ◽  
pp. 115-136 ◽  
Author(s):  
Magnus Soderlund ◽  
Hanna Berg
Keyword(s):  
Marketing Communications ◽  
Emotional Expressions ◽  
Service Firms ◽  
Still Images ◽  
Content Type ◽  
Emotional Displays ◽  
Service Setting ◽  
Low Levels ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to examine the impact of happiness expressed by service firm employees when they are depicted in marketing communications materials, such as printed ads and videos. Design/methodology/approach Two experiments were conducted in a fitness service setting, in which employee display of happiness was manipulated (low vs high). Findings Both experiments showed that expressions of high levels of happiness produced a more positive attitude toward the service employee than expressions of low levels of happiness. Moreover, the impact of the expression of happiness on the evaluation of the employee was mediated by several variables, which suggests that the influence of depicted employees’ emotional expressions can take several routes. Practical implications The results imply that service firms should not only be mindful about which specific employee they select for appearing in marketing communications materials, they should also pay attention to the emotional displays of selected employees. Originality/value The present study contributes to previous research by assessing a set of potential mediators to explain why displays of happiness influence consumers, and by examining these effects in a marketing communications setting in which the customer is exposed to still images or video-based representations of the employee. The present study also focuses explicitly on happiness rather than on smiles.

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