The impact of RFID on service organizations: A service profit chain perspective

Managing Service Quality

Volumn 19, Issue 2, 2009, Pages 179-194

  Smith, Jeffery S ^a   Lee, Lorraine ^b   Gleim, Mark ^a  

^a FLORIDA STATE UNIVERSITY   (United States)

^b UNIVERSITY OF NORTH CAROLINA WILMINGTON   (United States)

Author keywords

Financial performance; Identification; Organizational performance; Quality; Radio frequencies; Supply chain management

Indexed keywords

EID: 70349426189     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520910943170     Document Type: Article

References (53)

1. Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), Customer satisfaction, market share, and profitability, Journal of Marketing, Vol. 58, No.3, pp. 53-66.
2. Anderson, R.D., Mackoy, R.D., Thompson, V.B. and Harrell, G. (2004), A Bayesian network estimation of the service profit chain for transport service satisfaction, Decision Sciences, Vol. 34, No.4, pp. 665-89.
3. Angeles, R. (2005), RFID technologies: supply-chain applications and implementation issues, Information Systems Management, Vol. 22, No.1, pp. 51-65.
4. Asif, Z. and Mandviwalla, M. (2005), Integrating the supply chain with RFID: a technical and business analysis, Communications of the Association for Information Systems, Vol. 15, pp. 393-427.
5. Attaran, M. (2007), RFID: an enabler of supply chain operations, Supply Chain Management: An International Journal, Vol. 12, No.4, pp. 249-57.
6. Biong, H. (1993), Satisfaction and loyalty to suppliers within the grocery trade, European Journal of Marketing, Vol. 27, No.7, pp. 21-38.
7. Campion, M.A., Mumford, T.V., Morgeson, F.P. and Nahrgang, J.D. (2005), Work redesign: eight obstacles and opportunities, Human Resource Management, Vol. 44, No.4, pp. 367-90.
8. Claburn, T. (2004), The closer RFID gets to consumers, the hotter privacy issues become, InformationWeek, No.February 16, pp. 39-44.
9. Curtin, J., Kauffman, R.J. and Riggins, F.J. (2007), Making the 'MOST' out of RFID technology: a research agenda for the study of adoption, usage, and impact of RFID, Information Technology and Management, Vol. 8, No.2, pp. 87-110.
10. Delen, D., Hardgrave, B.C. and Sharda, R. (2007), RFID for better supply-chain management through enhanced information visibility, Production and Operations Management, Vol. 16, No.5, pp. 613-24.
11. Dutta, A., Lee, H.L. and Whang, S. (2007), RFID and operations management: technology, value and incentives, Production and Operations Management, Vol. 16, No.5, pp. 646-55.
12. Eisenhardt, K. (1989), Building theories from case study research, Academy of Management Review, Vol. 14, No.4, pp. 532-50.
13. Faber, M.J. (2002), RFID: the next tool for managing records, Information Management Journal, Vol. 36, No.6, pp. 60-2.
14. Gaukler, G.M., Seifert, R.W. and Hausman, W.H. (2007), Item-level RFID in the retail supply chain, Production and Operations Management, Vol. 16, No.1, pp. 65-76.
15. Glaser, B.G. and Strauss, A.L. (1967), The Discovery of Grounded Theory: Strategies for Qualitative Research, Aldine, Chicago, IL.
16. Goldstein, S.M. (2003), Employee development: an examination of service strategy in a high-contact service environment, Production and Operations Management, Vol. 12, No.2, pp. 186-203.
17. Grover, V. and Malhotra, M.K. (1997), Business process reengineering: a tutorial on the concept, evolution, method, technology, and application, Journal of Operations Management, Vol. 15, No.3, pp. 193-213.
18. Günther, O. and Spiekermann, S. (2005), RFID and the perception of control: the consumer's perspective, Communication of the ACM, Vol. 48, No.9, pp. 73-6.
19. Gupta, S. and Zeithaml, V. (2006), Customer metrics and their impact on financial performance, Marketing Science, Vol. 25, No.6, pp. 718-39.
20. Hammer, M. and Champy, J. (1993), Reengineering the Corporation: A Manifesto for Business Revolution, Harper Collins, New York, NY.
21. Heese, H.S. (2007), Inventory record inaccuracy, double marginalization, and RFID adoption, Production and Operations Management, Vol. 16, No.5, pp. 542-53.
22. Heskett, J.L., Sasser, W.E. and Schlesinger, L.A. (1997), The Service Profit Chain, The Free Press, New York, NY.
23. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. Jr and Schlesinger, L.A. (1994), Putting the service profit chain to work, Harvard Business Review, Vol. 72, No.2, pp. 164-74.
24. Hooley, G.J., Greenley, G.E., Cadogan, J.W. and Fahy, J. (2005), The performance impact of marketing resources, Journal of Business Research, Vol. 58, No.1, pp. 18-27.
25. Hsi, S. and Fait, H. (2005), RFID enhances visitors' museum experience at the Exploratorium, Communication of the ACM, Vol. 48, No.9, pp. 60-5.
26. Juban, R. and Wyld, D.C. (2004), Would you like chips with that? Consumer perspectives of RFID, Management Research News, Vol. 27, No.11/12, pp. 29-44.
27. Kelly, E.P. and Erickson, G.S. (2005), RFID tags: commercial applications vs privacy rights, Industrial Management & Data Systems, Vol. 105, No.5/6, pp. 703-13.
28. Kimes, S.E. (1989), The basics of yield management, Cornell Hotel and Restaurant Administration Quarterly, Vol. 30, No.3, pp. 14-19.
29. Kärkkäinen, M. (2003), Increasing the efficiency in the supply chain for short shelf life goods using RFID tagging, International Journal of Retail & Distribution Management, Vol. 31, No.10, pp. 529-36.
30. Kök, A.G. and Shang, K.H. (2007), Inspection and replenishment policies for systems with inventory record inaccuracy, Manufacturing and Service Operations Management, Vol. 9, No.2, pp. 185-205.
31. Lee, H. and Özer, Ö. (2007), Unlocking the value of RFID, Production and Operations Management, Vol. 16, No.1, pp. 40-64.
32. Lee, L.S., Fiedler, K.D. and Smith, J.S. (2008), Radio frequency identification (RFID) implementation in the service sector: a customer facing diffusion model, International Journal of Production Economics, Vol. 112, No.2, pp. 587-600.
33. Lincoln, Y.S. and Guba, E.G. (1985), Naturalistic Inquiry, Sage, Beverly Hills, CA.
34. Lockton, V. and Rosenburg, R.S. (2005), RFID: the next serious threat to privacy, Ethics and Information Technology, Vol. 7, No.4, pp. 221-31.
35. Macintosh, G. (2007), Customer orientation, relationship quality, and relational benefits to the firm, Journal of Services Marketing, Vol. 21, No.3, pp. 150-9.
36. Meredith, J. (1998), Building operations management theory through case and field research, Journal of Operations Management, Vol. 16, No.4, pp. 441-54.
37. Meuter, M.L., Ostrom, A.L., Roundtree, R.I. and Bitner, M.J. (2000), Self-service technologies: understanding customer satisfaction with technology-based service encounters, Journal of Marketing, Vol. 64, No.3, pp. 50-64.
38. Murthi, B.P.S. and Sarkar, S. (2003), The role of management sciences in research on personalization, Management Science, Vol. 49, No.10, pp. 1344-62.
39. Ohkubo, M., Suzuki, K. and Kinoshita, S. (2005), RFID privacy issues and technical challenges, Communications of the ACM, Vol. 48, No.9, pp. 66-71.
40. Oliver, R.L. (1999), Whence customer loyalty?, special issue, Journal of Marketing, Vol. 63, No.4, pp. 33-44.
41. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, No.1, pp. 12-40.
42. Pritchard, M. and Silvestro, R. (2005), Applying the service profit chain to analyse retail performance: the case of the managerial strait-jacket?, International Journal of Service Industry Management, Vol. 16, No.4, pp. 337-56.
43. Rigby, D.K. (2004), CRM done right, Harvard Business Review, Vol. 82, No.11, pp. 118-29.
44. Rucci, A.J., Kirn, S.P. and Quinn, R.T. (1998), The employee-customer-profit chain at Sears, Harvard Business Review, Vol. 76, No.1, pp. 82-97.
45. Sandstrom, S., Edvardsson, B., Kristensson, P. and Magnuson, P. (2008), Value in use through service experience, Managing Service Quality, Vol. 18, No.2, pp. 112-26.
46. Schlesinger, L.A. and Heskett, J.L. (1991), Breaking the cycle of failure in services, Sloan Management Review, Vol. 32, No.3, pp. 17-28.
47. Schneider, B., White, S.S. and Paul, M.C. (1998), Linking service climate and customer perceptions of service quality: test of a causal model, Journal of Applied Psychology, Vol. 83, No.2, pp. 150-63.
48. Silvestro, R. (2002), Dispelling the modern myth: employee satisfaction and loyalty drive service profitability, International Journal of Operations & Production Management, Vol. 22, No.1, pp. 30-49.
49. Silvestro, R. and Cross, S. (2000), Applying the service profit chain in a retail environment: challenging the 'satisfaction mirror', International Journal of Service Industry Management, Vol. 11, No.3, pp. 244-68.
50. Spekman, R.E. and Sweeney, P.J. II (2006), RFID: From concept to implementation, International Journal of Physical Distribution & Logistics Management, Vol. 36, No.10, pp. 736-54.
51. Tzeng, S.F., Chen, W.H. and Pai, F.Y. (2008), Evaluating the business value of RFID: evidence from five case studies, International Journal of Production Economics, Vol. 112, No.2, pp. 601-13.
52. Whitaker, J., Mithas, S. and Krishnan, M.S. (2007), A field study of RFID deployment and return expectations, Production and Operations Management, Vol. 16, No.5, pp. 599-612.
53. Zinkhan, G.M. (2002), Promoting services via the internet: new opportunities and challenges, Journal of Services Marketing, Vol. 16, No.5, pp. 412-31.