Building and managing modern e-services

E-Supply Chain Technologies and Management

Volumn , Issue , 2007, Pages 54-79

  Hamilton, John ^a  

^a JAMES COOK UNIVERSITY   (Australia)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84899201557     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4018/978-1-59904-255-8.ch004     Document Type: Chapter

References (83)

1. Akkermans, H., & Vos, B. (2003). Amplification in service supply chains: An exploratory case study from the telecom industry. Production and Operations Management, 12(2), 204-223.
2. Al-Mudimigha, A., Zairi, M., & Ahmed, A. (2004). Extending the concept of supply chain: The effective management of value chains. International Journal of Production Economics, 87, 309-320.
3. An, C., & Fromm H. (Eds.). (2005). Supply chain management on demand. New York: Computer Books.
4. Andersson, D., & Jockel, O. (2002). Logistics competence provided and required in third-party logistics relationships. In M. Andersen & M. Marelli (Eds.), Business Logistics and Interorganizational Electronic Networks, Proceedings of NOFOMA (pp. 569-587). Retrieved July 31, 2003, from http://inforge.unil.ch/cimre96/papers/paper.htm
5. Barlow-Hills, S., & Sarin, S. (2003). From market driven to market driving: An alternative paradigm for marketing in high technology industries. Journal of Marketing Theory and Practice, 11(3), 13-24.
6. Beck, J. (2002). The services value chain provides framework for joint ventures. Gartner Group Research Note (AV16-2271).
7. Beech, J. (1998). The supply demand nexus. In I. Gattorna (Ed.), Strategic supply chain alignment. Aldershot, UK: Gower Press.
8. Berry, L., & Parasuraman, A. (1991). Marketing services: Competing through quality. New York: The Free Press.
9. Bowen, J., & Shoemaker, S. (2003). Loyalty: A strategic commitment. Cornell Hotel and Restaurant Administration Quarterly, 44(5/6), 31-46.
10. Brown, S., & Vashistha, A. (2002). Igniting the services value chain. Services Marketing, 11(1), 12-13.
11. Carothers, G., & Adams, M. (1991). Competitive advantage through customer value: The role of value based strategies. In M. Stahl & G. Bounds (Eds.), Competing globally through customer value (pp. 32-66). New York: Quorum Books.
12. nd ed.). Essex, UK: Pearson Education.
13. Chase, R. (1996). The mail is my factory: Reflections of a service junkie. Production and Operations Management, 5(4), 298-308.
14. th ed.). New York: McGraw-Hill/Irwin.
15. Chen, I., & Paulraj, A. (2004). Towards a theory of supply chain management: The constructs and measurements. Journal of Operations Management, 22, 119-150.
16. Childerhouse, P., Aiken, J., & Towill, D. (2002). Analysis and design of focused demand chains. Journal of Operations Management, 20, 675-689.
17. Choi, T., Dooley, K., & Rangtusanatham, M. (2001). Conceptual note: Supply networks and complex adaptive systems: Control versus emergence. Journal of Operations Management, 19, 351-366.
18. Clark, C. (1940). The conditions of economic progress. London: Macmillan.
19. Comergent. (2003). Demand chain management. Retrieved May 20, 2004, from www.comergent.com/elibrary.cfm & http://www.comergent.com/products/architecture.cfm
20. Committee on Definitions, American Marketing Association. (1960). Marketing definitions (p. 21). Chicago: American Marketing Association.
21. Cook, D., Goh, C., & Chung, C. (1999). Service topologies: A state of the art survey. Production and Operations Management, 8(3), 318-338.
22. th ed.). Mason, OH: Thompson/South-Western.
23. de Waart, D. (2003, October 6). Service supply chain management: A great untapped resource. EBN, 21-23. Retrieved March 20, 2004 from http://www.ebnonline.com
24. de Waart, D., & Kemper, S. (2004, January/February). 5 steps to service supply chain excellence. Supply Chain Management Review, 28-35.
25. Deise, M., Nowikow, C., King, P., & Wright, A. (2000). Executive's guide to e-business. From tactics to strategy. New York: John Wiley & Sons.
26. Docherty, M. (2001). Managing the supply chain: i to I. Logistics Inc., (Newsletter No. 1), 1-4. Retrieved June 10, 2003, from http://www.ilogistics.com
27. Fisher, M. (1997). What is the right supply chain for your product? Harvard Business Review, 75(3), 105-116.
28. France, N., Da Rold, C., & Young, A. (2002). Services value chain reshapes IT services industry (pp. 1-4). Gartner Group Research Note, (AV-21-3090).
29. Frohlich, M., & Westbrook, R. (2002). Demand chain management in manufacturing and services: Webbased integration, drivers and performance. Journal of Operations Management, 20, 729-745.
30. rd International Conference on Electronic Business, Singapore (Vol. 3, no. 1, pp. 1-10, 597-599).
31. rd International Conference on Business, Honolulu, HI (Vol. 3, no. 1, pp. 1-9).
32. Hamilton, J. (2004). Modeling, information flows, performance, strategy and competitiveness across the service value network. Journal of New Business Ideas and Trends, 2(2), 29-53.
33. Hamilton, J. (2004a). Service value networks: Value, performance and strategy for the services industry. Journal of Systems Science and Systems Engineering, 13(4), 469-489.
34. rd International Conference on Electronic Business, Singapore (Vol. 3, no. 1, pp. 1-7, 331-333).
35. th International Conference on ISO9000 and TQM, Melbourne, Australia (vol. 7, no. 1, pp. 1-8, 93-94).
36. th ANZAM/IFSAM International Conference, Gold Coast, Australia (pp. 1-12).
37. rd Decision Sciences Institute Conference, San Diego, CA (pp. 1-16).
38. Hamilton, J., & Selen, W. (2003). Development of a strategic positioning matrix for the Internet-enabled real estate industry: An Australian perspective. The E-Business Review, 3(1), 57-61.
39. Hamilton, J., & Selen, W. (2003a). Development of a regional real estate portal exhibiting an extended customer value proposition. In Spina, Vinelli, Cagliano, Kalchschmidt, Romano, & Salvador (Eds.), One world? One view of OM? (pp. 903-912). Italy: SGE, Pavova.
40. Hamilton, J., & Selen, W. (2003b). A strategic path to competitive advantage for the online, small-to-medium enterprise within the service sector. Journal of New Business Ideas and Trends, 1(1), 20-37.
41. Hamilton, J., & Selen, W. (2004). Enabling real estate service chain management through personalized Web interfacing using QFD. International Journal of Operations and Production Management, 24(3), 270-288.
42. Hanson, W. (2000). Principles of Internet marketing. Cincinnati, OH: Thompson Learning.
43. Heikkila, J. (2002). From supply to demand chain management: Efficiency and customer satisfaction. Journal of Operations Management, 20, 747-767.
44. Houlihan, J. (1987). International supply chain management. International Journal of Physical Distribution and Materials Management, 17(2), 51-66.
45. Hughes, J., Mitchell, P., & Ramson, W. (Eds.). (1993). Australian concise Oxford dictionary. New York: Oxford University Press.
46. Ismail, H., & Khatibi, A. (2004). Study of the relationship between perception of value and price and customer satisfaction: The case of Malaysian telecommunications industry. Journal of American Academy of Business, 4(1/2), 309-313.
47. Judd, R. (1964). The case for redefining services. Journal of Marketing, 28(1), 58-59.
48. Kalakota, R., & Robinson, M. (2001). E-business 2.0: Roadmap for success. Upper Saddle River, NJ: Addison-Wesley/Longman.
49. Kamarkar, U. (2002). Integrative research in marketing and operations management. Journal of Marketing Research, 33(2), 125-133.
50. Kaplan, R., &. Norton, D. (1992). The balanced scorecard measures that drive performance. Harvard Business Review, 70(1), 71-79.
51. Kaplan, R., &. Norton, D. (1996). The balanced scorecard: Translating strategy into action. Boston: Harvard Business School Publishing.
52. Kassim, N., & Zain, M. (2004). Assessing and measurement of organizational agility. Journal of American Academy of Business, 4(1/2), 174-177.
53. Kathawala, Y., & Abdou, K. (2003). Supply chain evaluation in the services industry: A framework development compared to manufacturing. Managerial Accounting Journal, 18(1/2), 140-149.
54. Kuglin, F. (1998). Customer-centered supply chain management. New York: American Management Association, AMACOM.
55. Lawrence, E., Newton, S., Corbitt, B., Braithwaite, R., & Parker, C. (2002). Technology of Internet business. New York: John Wiley & Sons.
56. Lee, H. (2002). Aligning supply chain strategies with product uncertainties. California Management Review, 44(3), 105-119.
57. Levitt, T. (1972). Production line approach to service. Harvard Business Review, 50(5), 41-52.
58. Low, J. (2000). The value creation index. Journal of Intellectual Capital, 1(2), 252-262.
59. McAlexander, J., Kim, S., & Roberts, S. (2003). Loyalty: The influences of satisfaction and brand community integration. Journal of Marketing Theory and Practice, 11(4), 1-11.
60. McLarty, R. (2003). The attitudes of British managers in small and medium sized enterprises to the implementation of the value chain concept. International Journal of Management, 20(4), 430-442.
61. Murdick, R., Render, B., & Russell, R. (1990). Service operations management. Boston: Allyn and Bacon.
62. New, S. (1996). A framework for analyzing supply chain improvement. International Journal of Operations and Production Management, 16(4), 19-36.
63. Nie, W., & Kellogg, D. (1999). How professors of operations management view service operations. Production and Operations Management, 8(3), 339-355.
64. Peters, L. (1997). IT enabled marketing: A framework for value creation in customer relationships. Journal of Marketing Practice, 3(4), 213-229.
65. Poole, K. (2003). Seizing the potential of the service supply chain. Supply Chain Management Review, (July/August), 54-61.
66. Porter, M. (1985). Competitive advantage: Creating and sustaining superior performance. New York: The Free Press.
67. Porter, M. (2001). Strategy and the Internet. Harvard Business Review, 79(3), 63-78.
68. Preis, M. (2003). The impact of interpersonal satisfaction on repurchase decisions. Journal of Supply Chain Management, 39(3), 30-38.
69. Quinn, J., Baruch, J., & Paquette, P. (1987). Technology in services. Scientific American, 257(6), 50-58.
70. Rathmell, J. (1974). Marketing in the service sector. Cambridge, MA: Winthrop Publishing.
71. Rayport, J., & Sviokla, J. (1996). Exploiting the virtual value chain. The McKinsey Quarterly, 1, 20-37.
72. nd ed.). Hoboken, NJ: John Wiley & Sons.
73. Rohm, A., & Sultan, F. (2004 January/February). The evolution of e-business. Marketing Management, 32-37.
74. Roth, A., & Menor, L. (2003). Insights into service operations management: A research agenda. Journal of Operations Management, 12(2), 145-164.
75. Rust, R., & Metters, R. (1996). Mathematical models of service. European Journal of Operations Research, 91(3), 427-439.
76. Sampson, S. (2000). Customer-supplier duality and bidirectional supply chains in service organizations. International Journal of Service Industry Management, 11(2), 348-364.
77. Sarner, A., & Desisto, P. (2004). MarketScope: Sell-side electronic commerce, Gartner Group Research Note, (M21-9772), 1-4.
78. Schonberger, R. (1990). Building a chain of customers. New York: The Free Press.
79. Selen, W., & Soliman, F. (2002). Operations in today's demand chain management framework. Journal of Operations Management, 20(6), 667-673.
80. Tsikriktsis, N., & Heineke, J. (2004). The impact of process variation on customer dissatisfaction: Evidence from the U.S. domestic airline industry. Decision Sciences, 35(1), 129-142.
81. U.S. Bureau of Labor Statistics. (2002/2004). Retrieved May 25, 2004, from http://www.bls.gov/
82. Verma, R., & Boyer, K. (2000). Service classification and management challenges. Journal of Business Strategies, 17(1), 5-24.
83. Zeithaml, A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.