Mind the perception gap

2019 ◽  
Vol 49 (1) ◽  
pp. 33-51 ◽  
Author(s):  
Dawei Lu ◽  
Sobhan Asian ◽  
Gurdal Ertek ◽  
Mete Sevinc
Keyword(s):  
Supply Chain ◽  
Performance Management ◽  
Research Approach ◽  
Empirical Reality ◽  
Content Type ◽  
Integrative Framework ◽  
Service Companies ◽  
Service Supply Chain ◽  
Perception Gap ◽  
And Performance

PurposeA perception gap refers to the differences in perception among the stakeholders regarding any aspect of the supply chain relationship. The purpose of this paper is to investigate the perception gap among service supply chain partners relating to the relative importance of key performance indicators (KPIs) and the association of this gap with service performance.Design/methodology/approachThis paper presents an integrative framework that combines statistical methods and data envelopment analysis for computing perception and performance gaps, and for identifying the association between the gaps. The study follows a middle-range theorizing research approach where general inferences are induced from instances, and a theory can be developed from the observation of empirical reality.FindingsAnalysis of data from a leading global insurance service supply chain suggests that perception gap exists and can be recognised as a factor associated with performance gaps. The results suggest that the perception gap not only affects performance but can also be tracked as a meta-KPI to improve performance throughout the service supply chain.Practical implicationsThe key implication of the presented research is that service companies can identify and resolve the differences in perceptions regarding the importance of the KPIs, by methodologically computing the gaps and tracking them as meta-KPIs.Originality/valueThe study extends the theoretical boundary of supply chain performance management by introducing the perception and performance gaps as novel meta-KPIs. These meta-KPIs can be computed through the integrative framework developed in the study.

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.

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 Risk and performance management: are they easy partners?

2014 ◽  
Vol 37 (2) ◽  
pp. 152-166 ◽  
Author(s):  
Marika Arena ◽  
Michela Arnaboldi
Keyword(s):  
Risk Management ◽  
Performance Management ◽  
Management Systems ◽  
Future Research ◽  
Research Approach ◽  
Professional Literature ◽  
Content Type ◽  
Two Systems ◽  
Pros And Cons ◽  
And Performance

Purpose – This paper aims to provide a critical assessment of existing links between risk management systems (RMS) and performance management systems (PMS) through a general review of the literature. Design/methodology/approach – The research approach consists of a literature review, aimed at highlighting the “points of contact” between RMS and PMS along three main dimensions: scope of the system, measurement and ownership. Findings – Key papers and books published in the field are examined. Based on this review, an assessment of similarities and potential synergies between RMS and PMS is offered. In addition, possible avenues for future research are discussed. Practical implications – The paper provides managers with useful insights on pros and cons of integrating RMS and PMS. It highlights possible instruments and organizational arrangements that could be exploited by practitioners to connect the two systems and discusses the implications of different possible configurations. Originality/value – Whilst the professional literature is loaded with illustrations of RMS and PMS as “integrated” solutions, this issue has been only partially addressed by the academic literature that generally focuses on one of the two systems. Hence, the study overall contributes to enrich the knowledge of the relationship between performance and risk management by mapping how and where the two systems are linked.

The emerging big data analytics and IoT in supply chain management: a systematic review

2018 ◽  
Vol 25 (2) ◽  
pp. 141-156 ◽  
Author(s):  
Arun Aryal ◽  
Ying Liao ◽  
Prasnna Nattuthurai ◽  
Bo Li
Keyword(s):  
Systematic Review ◽  
Big Data ◽  
Supply Chain ◽  
Data Analytics ◽  
Big Data Analytics ◽  
Research Approach ◽  
Network Systems ◽  
Content Type ◽  
And Performance ◽  
Over Time

Purpose The purpose of this study is to provide insights into the way in which understanding and implementation of disruptive technology, specifically big data analytics and the Internet of Things (IoT), have changed over time. The study also examines the ways in which research in supply chain and related fields differ when responding to and managing disruptive change. Design/methodology/approach This study follows a four-step systematic review process, consisting of literature collection, descriptive analysis, category selection and material evaluation. For the last stage of evaluating relevant issues and trends in the literature, the latent semantic analysis method was adopted using Leximancer, which allows more rapid, reliable and consistent content analysis. Findings The empirical analysis identified key research trends in big data analytics and IoT divided over two time-periods, in which research demonstrated steady growth by 2015 and the rapid growth was shown afterwards. The key finding of this review is that the main interest in recent big data is toward overlapping customer service, support and supply chain network, systems and performance. Major research themes in IoT moved from general supply chain and business information management to more specific context including supply chain design, model and performance. Originality/value In addition to providing more awareness of this research approach, the authors seek to identify important trends in disruptive technologies research over time.

Linking collaboration and integration to risk and performance in supply chains via a review of literature reviews

2014 ◽  
Vol 19 (5/6) ◽  
pp. 664-682 ◽  
Author(s):  
Florian Kache ◽  
Stefan Seuring
Keyword(s):  
Content Analysis ◽  
Supply Chain ◽  
Performance Management ◽  
Operations Management ◽  
Research Process ◽  
Future Research ◽  
Review Of Literature ◽  
Content Type ◽  
Literature Reviews ◽  
And Performance

Purpose – This paper aims to assess the links among these supply chain constructs by conducting a full-scale systematic review of all supply chain management (SCM) literature reviews published in ten leading logistics, SCM and operations management journals from 1989 to 2012. Collaboration and integration are as central to SCM as risk and performance management. Design/methodology/approach – The authors apply content analysis to execute the systematic literature review on the sample of 103 articles, supplemented by contingency analysis. These approaches guarantee a replicable, rigorous and transparent research process and minimize researcher bias. The analytical categories required for the content analysis are defined along the constructs of collaboration/integration and risk/performance. Findings – As can be expected, the review highlights the key role of the two constructs in SCM. In this light, the research claims to provide statistical evidence of a link between the constructs of collaboration/integration and risk/performance, most notably between collaboration and performance, information sharing and rewards sharing, as well as integration and supply chain performance. Research limitations/implications – The study assesses the link between the constructs of collaboration/integration and risk/performance through research embedded in literature reviews, pinpointing research gaps and potential future research directions in the field. Contributing to SCM theory building, a thorough review provides statistical proof of the link between collaboration/integration and risk/performance. Originality/value – Although numerous literature reviews have been conducted in the past on the SCM constructs of collaboration/integration and risk/performance, no full review of literature reviews aiming to test a theoretical link in the here presented form has yet been undertaken to the authors’ knowledge.

Perceived value of internship experience: a try before you leap

2018 ◽  
Vol 8 (4) ◽  
pp. 376-394 ◽  
Author(s):  
Sonali Bhattacharya ◽  
Netra Neelam
Keyword(s):  
Experiential Learning ◽  
Performance Feedback ◽  
Work Experience ◽  
Selection Process ◽  
Learning Orientation ◽  
Research Approach ◽  
Content Type ◽  
Internship Experience ◽  
And Performance ◽  
Task Variety

Purpose The purpose of this paper is to examine how internship value is manifested in the context of a business school. The authors have examined the internship experience in terms of experiential learning and employability. Specifically, the authors investigate the factors that determine internship at four phases: design, conduct, evaluation and feedback. Design/methodology/approach The authors have applied a mixed method approach. In all, 110 students of a busines school were first surveyed on their expectation, motivation and level of preparation through a self-administered questionnaire before internship. Based on the survey result, eight of these students were interviewed in details about internship expectations from industry, the selection process for internship, communications or exchanges between intern and companies prior to internship and perceived industry expectation from interns. At the next phase, authors used a qualitative research approach by conducting semi-structured, in-depth interviews with 14 interns and their mentors after internship period. They were interviewed on design, conduct, evaluation and feedback process of the internship. Interviews tried capture what kind of leader-member exchange led to satisfactory internship experience and outcome from view of both inter and mentor. Findings The authors find that at various stages of internship program quality of mentor – intern exchanges (as defined by leadership exchange theory), and task characteristics as indicated by autonomy, task variety, task significance and performance feedback determine intern’s performance. An intern’s performance is antecedent to an intern’s and a mentor’s satisfaction and overall internship value. The authors also found that intrinsic capability of intern such as critical thinking ability and learning orientation result in enhanced value of internship experience. The proposed models, postulate that at designing stage, lower the level of communication from employers, higher the feeling of ambiguity and lower the perceived internship value in terms of experiential learning and perceived employability. Feeling of ambiguity is moderated by existence of prior work experience of interns. At conduction stage, mentor-intern exchange is directly related to flexibility in structure of the program and inversely related to dependency on peer learning. Mentor-intern exchange also related to mentor and intern’s learning value. However, the learning value is moderated by learning orientation of the intern. Originality/value The authors have tried the summer internship experience from the perspective of interns and mentors. This is the uniqueness of the research.

Propagation of risks and their impact on performance in fresh food retail

2015 ◽  
Vol 26 (3) ◽  
pp. 568-602 ◽  
Author(s):  
Samir K Srivastava ◽  
Atanu Chaudhuri ◽  
Rajiv K. Srivastava
Keyword(s):  
Supply Chain ◽  
Supply Chains ◽  
Performance Measures ◽  
Theory And Practice ◽  
Food Retail ◽  
Content Type ◽  
Fresh Food ◽  
Retail Supply Chains ◽  
And Performance ◽  
Supply Chain Risks

Purpose – The purpose of this paper is to carry out structural analysis of potential supply chain risks and performance measures in fresh food retail by applying interpretive structural modeling (ISM). Design/methodology/approach – Inputs were taken from industry experts in identifying and understanding interdependencies among food retail supply chain risks on different levels (sourcing and logistics outside the retail stores; storage and customer interface at the stores). Interdependencies among risks and their impact on performance measures are structured into a hierarchy in order to derive subsystems of interdependent elements to derive useful insights for theory and practice. Findings – Using the ISM approach the risks and performance measures were clustered according to their driving power and dependence power. Change in/inadequate government regulations’ are at the bottom level of the hierarchy implying highest driving power and require higher attention and focussed mitigation strategies. Risks like lack of traceability, transport delays/breakdowns and temperature abuse, cross-contamination in transport and storage have medium driver and dependence powers. Research limitations/implications – The approach is focussed on food retail supply chains in the Indian context and thereby limits the ability to generalize the findings. The academics and experts were selected on convenience and availability. Practical implications – It gives managers a better understanding of the risks and performance measures that have most influence on others (driving performance measures) and those measures which are most influenced by others (dependent performance measures) in fresh food retail and also a tool to prioritize them. This kind of information is strategic for managers who can use it to identify which performance measures they should concentrate on managing the trade-offs between measures. The findings and the applicability for practical use have been validated by both experts and practicing managers in food retail supply chains. Originality/value – The work is perhaps the first to link supply chain risks with performance and explains the propagation of risks in food retail supply chains. It contributes to theory by addressing a few research gaps and provides relevant managerial insights for practitioners.

Supply chain integration and its impact on sustainability

2018 ◽  
Vol 118 (9) ◽  
pp. 1749-1765 ◽  
Author(s):  
Mingu Kang ◽  
Ma Ga (Mark) Yang ◽  
Youngwon Park ◽  
Baofeng Huo
Keyword(s):  
Supply Chain ◽  
Structural Equation ◽  
Management Practices ◽  
Social Performance ◽  
Supply Chain Integration ◽  
Equation Modeling ◽  
Content Type ◽  
New Perspective ◽  
And Performance ◽  
And Function

Purpose The purpose of this paper is to examine the role of supply chain integration (SCI) in improving sustainability management practices (SMPs) and performance. Design/methodology/approach Based on data collected from 931 manufacturing firms in multiple countries and regions, the authors conducted a structural equation modeling analysis to test the proposed hypotheses. Findings The findings suggest that supplier and customer integration are vital enablers for both intra- and inter-organizational SMPs. The results also reveal that both intra- and inter-organizational SMPs are significantly and positively associated with sustainability performance (i.e. economic, environmental and social performance) and function as complements to jointly enhance environmental and social performance. Originality/value This study incorporates SCI into the sustainability literature, providing a new perspective on sustainability and supply chain management research.

Service supply chain: strategic interaction and relationship value

2016 ◽  
Vol 31 (5) ◽  
pp. 611-624 ◽  
Author(s):  
Hua Song ◽  
Kangkang Yu ◽  
Samir Ranjan Chatterjee ◽  
Jingzi Jia
Keyword(s):  
Supply Chain ◽  
Manufacturing Industry ◽  
Service Providers ◽  
Strategic Interaction ◽  
Mediating Effect ◽  
Content Type ◽  
Business Context ◽  
Service Supply Chain ◽  
Relationship Value ◽  
Chinese Manufacturing Industry

Purpose The purpose of this paper is to empirically investigate the linkages between strategic interaction and relationship value, with a variety of co-creating value strategies as conceptual mediators. Design/methodology/approach This study reports on a field survey conducted in the Chinese manufacturing industry. A total of 180 questionnaires were sent to customers of service providers, and 120 valid responses were received, representing a response rate of 66.7 per cent. The data were then analyzed by using a number of statistical tools. Findings The results suggest that strategic interaction leads to a positive effect on the relationship value without any regard to the size of the customer. However, the mediating effect of product-based service is more significant for large-size customers, whereas the mediating effect of integrated managerial service is more significant for medium- and small-size customers. Originality/value This study explores how value might be created in a business-to-business context in a service supply chain from a relationship marketing perspective. It distinguishes product-based service and integrated managerial service as co-creating value strategies and further clarifies the different mechanisms underlying their relationships with strategic interaction between service supplier and customer. In particular, this study suggests that although strategic interaction may yield superior relationship value, the size of the customers will determine what kind of co-creating strategies would be preferred.

Supply chain integration opportunities for the offshore wind industry

2016 ◽  
Vol 10 (2) ◽  
pp. 191-220 ◽  
Author(s):  
Ivan Francisco Martinez Neri
Keyword(s):  
Supply Chain ◽  
Wind Farm ◽  
Supply Chain Integration ◽  
Offshore Wind ◽  
Unit Of Analysis ◽  
Content Type ◽  
Energy Projects ◽  
State Of Research ◽  
And Performance ◽  
Manufacturing Environments

Purpose This paper surveys the literature on supply chain integration (SCI) to identify the state of research in the various types of studied industries and manufacturing environments. The purpose of this paper is to identify academic discoveries that could provide offshore wind projects with means to overcome their current supply chain challenges. Design/methodology/approach A comprehensive literature review was conducted involving 162 articles published in 29 peer-reviewed journals. The papers were analyzed in terms of the dimensions of SCI, research methodology, unit of analysis, level of analysis, type of industry and manufacturing environment being studied, integrative practices, integrative barriers and the link between SCI and performance. Findings While SCI has been evolving to become an influential topic in the field of supply chain management, scholars have overlooked industrial contingencies by ignoring the differences between the studied industrial contexts, especially project-based manufacturing environments. The present review also reveals that no study of SCI has been conducted on the construction of renewable energy projects. Another finding is that case studies and research articles using networks as a unit of analysis are underrepresented. Originality/value This is the first work to advocate for an industrial contingency approach in the analysis of SCI. Thus, it proposes the offshore wind farm-construction industry as a potential study subject to broaden the knowledge in SCI in project manufacturing environments.

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