A framework for measuring the performance of service supply chain management

Computers and Industrial Engineering

Volumn 62, Issue 3, 2012, Pages 801-818

  Cho, Dong Won ^a   Lee, Young Hae ^a   Ahn, Sung Hwa ^a   Hwang, Min Kyu ^a  

^a Hanyang University   (South Korea)

Author keywords

Fuzzy AHP; Performance measurement; Service supply chain

Indexed keywords

CUSTOMER RELATIONSHIP MANAGEMENT; FUZZY AHP; FUZZY ANALYTIC HIERARCHY PROCESS; LITERATURE REVIEWS; OPERATIONAL LEVEL; PERFORMANCE MEASURE; PERFORMANCE MEASUREMENTS; RESOURCE MANAGEMENT; SERVICE FIRMS; SERVICE PERFORMANCE; SERVICE SUPPLY CHAIN MANAGEMENTS; SERVICE SUPPLY CHAINS; SUPPLIER RELATIONSHIPS; TECHNOLOGY MANAGEMENTS;

INFORMATION MANAGEMENT; SUPPLY CHAIN MANAGEMENT;

MOBILE TELECOMMUNICATION SYSTEMS;

EID: 84858080790     PISSN: 03608352     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.cie.2011.11.014     Document Type: Article

References (58)

1. J.S. Arlbjørn, P.V. Freytag, and H. de Haas Service supply chain management: A survey of lean application in the municipal sector International Journal of Physical Distribution & Logistics Management 41 3 2011 277 295
2. C.W. Autry, and S.L. Golicic Evaluating buyer-supplier relationship- Performance spirals: A longitudinal study Journal of Operations Management 28 2 2010 87 100
3. R.H. Ballou Business logistics/supply chain management 5th ed. 2004 Pearson-Prentice Hall Upper Saddle River, New Jersey
4. T. Baltacioglu, E. Ada, M.D. Kaplan, O. Yurt, and Y.C. Kaplan A new framework for service supply chains The Service Industries Journal 27 2 2007 105 124 (Pubitemid 46394633)
5. R. Banomyong, and N. Supatn Developing a supply chain performance tool for SMEs in Thailand Supply Chain Management: An International Journal 16 1 2011 20 31
6. S. Boonitt, and C. Pongpanarat Measuring service supply chain management processes: The application of the Q-sort technique International Journal of Innovation, Management and Technology 2 3 2011 217 221
7. S. Brignall, and J. Ballantine Performance measurement in service businesses revisited International Journal of Service Industry Management 7 1 1996 6 31
8. M. Bruhn, and D. Georgi Services marketing: Managing the service value chain 2006 Prentice Hall, Harlow England
9. G. Buyukozkan, G. Cifci, and S. Guleryuz Strategic analysis of healthcare service quality using fuzzy AHP methodology Expert Systems with Applications 38 8 2011 9407 9424
10. CAPS Research Purchasing Performance Benchmarking Study (2003). Managing your services spend in today's services economy. CAPS Research, Tempe, AZ.
11. D.Y. Chang Applications of the extent analysis method on fuzzy AHP European Journal of Operational Research 95 3 1996 649 655
12. S. Chopra, and P. Meindl Supply chain management: Strategy, planning, and operation 3rd ed. 2004 Pearson-Prentice Hall Upper Saddle River, New Jersey
13. M. Christopher Logistics and supply chain management 1992 Pitman Publishing London
14. C. Kilger The selection process H. Stadtler, C. Kilger, Supply chain management and advanced planning 2002 Springer Berlin 261 273
15. P.M. Doney, J.M. Barry, and R. Abratt Trust determinants and outcomes in global B2B services European Journal of Marketing 41 9/10 2007 1096 1116
16. D. Doran, P. Thomas, and N. Caldwell Examining buyer-supplier relationships within a service sector context Supply Chain Management: An International Journal 10 4 2005 272 277 (Pubitemid 41314585)
17. O. Dura'n, and J. Aguilo Computer-aided machine-tool selection based on a fuzzy-AHP approach Expert Systems with Applications: An International Journal 34 3 2008 1787 1794 (Pubitemid 350302042)
18. L. Ellram, W. Tate, and C. Billington Understanding and managing the services supply chain Journal of Supply Chain Management 40 4 2004 17 32
19. L. Ellram, W. Tate, and C. Billington Services supply management: The next frontier for improved organisational performance California Management Review 49 4 2007 44 66
20. B. Feng, Z.P. Fan, and Y. Li A decision method for supplier selection in multi-service outsourcing International Journal of Production Economics 132 2 2011 240 250
21. L. Fitzgerald, R. Johnston, T.J. Brignall, R. Silvestro, and C. Voss Performance measurement in service businesses 1991 CIMA London
22. J. Foggin, J. Mentzer, and C. Monroe A supply chain diagnostic tool International Journal of Physical Distribution & Logistics Management 34 10 2004 827 855
23. P. Gaiardelli, N. Saccani, and L. Songini Performance measurement systems in the after sales service: An integrated framework International Journal of Business Performance Measurement 9 2 2006 147 171
24. Giannakis, M. (2011). Management of service supply chains with a service oriented reference model: The case of management consulting source. Supply Chain Management: An International Journal, 16(5), on-line print.
25. M.L. Gomm Supply chain finance: Applying finance theory to supply chain management to enhance finance in supply chains International Journal of Logistics: Research and Applications 13 2 2010 133 142
26. A. Gunasekaran, C. Patel, and R.E. McGaughey A framework for supply chain performance measurement International Journal of Production Economics 87 3 2004 333 347
27. A. Gunasekaran, C. Patel, and E. Tirtiroglu Performance measures and metrics in a supply chain environment International Journal of Operations & Production Management 21 1-2 2001 71 87
28. C. Haksever, B. Render, R.S. Russell, and R.G. Murdick Service management and operations 2nd ed. 2000 Prentice Hall Upper Saddle River, New Jersey
29. J.M. Hansen The evolution of buyer-supplier relationships: An historical industry approach Journal of Business & Industrial Marketing 24 3/4 2009 227 236
30. T. Hill Manufacturing strategy- The strategic management of the manufacturing function 1985 Macmillan
31. M.T. Isaai, A. Kanani, M. Tootoonchi, and H.R. Afzali Intelligent timetable evaluation using fuzzy AHP Expert Systems with Applications 38 4 2011 3718 3723
32. R. Johnston, and G. Glark Service operations and management 3rd ed. 2008 Prentice Hall Harlow
33. C. Kahraman, U. Cebeci, and D. Ruan Multi-attribute comparison of catering service companies using fuzzy AHP: The case of Turkey International Journal of Production Economics 87 2 2004 171 184
34. Kaplan, R. S. & Norton, P. D. (1992). The balanced scoreboard-measures that drives performance. Harvard Business Review, January-February, 71-79.
35. Y. Kathawala, and K. Abdou Supply chain evaluation in the service industry: A framework development compared to manufacturing Managerial Auditing Journal 18 2 2003 140 149
36. J. Kerr Streamlining the cash flow Supply Chain Management Review 10 7 2006 25 31
37. S.H. Kim, and C. Ellegaard Supplier evaluation processes: The shaping and reshaping of supplier performance International Journal of Operations & Production Management 31 8 2011 888 910
38. P. Korhonen, K. Huttunen, and E. Eloranta Demand chain management in a global enterpriseinformation management view Production Planning and Control 9 6 1998 526 531 (Pubitemid 128624343)
39. T. Kothari, C. Hu, and W.S. Roehl E-Procurement: An emerging tool for the hotel supply chain management International Journal of Hospitality Management 24 3 2005 369 389 (Pubitemid 41051762)
40. H.L. Lee, and C. Billington Managing supply chain inventory: Pitfalls and opportunities Sloan Management Review 33 3 1992 65 73
41. A.H.I. Lee, H.J. Chang, and C.Y. Lin An evaluation model of buyer-supplier relationships in high-tech industry- The case of an electronic components manufacturer in Taiwan Computers & Industrial Engineering 57 4 2009 1417 1430
42. T. Mettler, and P. Rohner Supplier relationship management: A vase study in the context of health care Journal of Theoretical and Applied Electronic Commerce Research 4 3 2009 58 71
43. A. Neely, C. Adams, and M. Kennerley The performance prism: The scorecard for measuring and managing business success 2002 FT Prentice-Hall London
44. S.M. Ordoobadi, and S. Wang A multiple perspectives approach to supplier selection Industrial Management & Data Systems 111 4 2011 629 648
45. A. Parasuraman, V. Zeithaml, and L.L. Berry SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality Journal of Retailing 64 1 1988 13 40
46. T.L. Saaty The analytic hierarchy process: Planning, priority setting 1980 McGraw-Hill International Book New York
47. S.E. Sampson Customer-supplier duality and bidirectional supply chains in service organizations International Journal of Service Industry Management 11 4 2000 348 364
48. K. Sengupta, D. Heiser, and L. Koll Manufacturing and service supply chain performance. A comparative analysis Journal of Supply Chain Management 42 4 2006 4 15
49. D. Simchi-Levi, P. Kaminsky, and E. Simchi-Levi Designing and managing the supply chain: Concepts, strategies and case studies 3rd ed. 2008 McGraw-Hill NY
50. R. Silvestro, and S. Cross Applying the service profit chain in a retail environment: Challenging the satisfaction mirror International Journal of Service Industry Management 11 3 2000 244 268
51. J.S. Smith, K.R. Karwan, and R.E. Markland A note on the growth of research in service operations management Production and Operations Management 16 6 2007 780 790
52. G. Stewart Supply chain performance benchmarking study reveals keys to supply chain excellence Logistics Information Management 8 2 1995 38 44
53. C. Srie, and M. Wagner Supply chain analysis H. Stadtler, C. Kilger, Supply chain management and advanced planning 2nd ed. 2002 Springer Berlin 29 43
54. J. Thakkar, A. Kanda, and S.G. Deshmukh Evaluation of buyer-supplier relationships using an integrated mathematical approach of interpretive structural modeling (ISM) and graph theoretic matrix: The case study of Indian automotive SMEs Journal of Manufacturing Technology Management 19 1 2007 92 124
55. A.D. Toni, G. Nissimbeni, and S. Tonchia New trends in supply environment Logistics Information Management 7 4 1994 41 50
56. B. van Ark, M. Mahony, and M.P. Timmer The productivity gap between Europe and the United States: Trends and causes Journal of Economic Perspectives 22 1 2008 25 44
57. W. van der Valk, F. Wynstra, and B. Axelsson Effective buyer-supplier interaction patterns in ongoing service exchange International Journal of Operations & Production Management 29 8 2009 807 833
58. M.M. Yasin, and C.F. Gomes Performance management in service operational settings: A selective literature examination Benchmarking: An International Journal 17 2 2010 214 231