服务的供应链管理框架

IF 11.2 2区 管理学 Q1 MANAGEMENT
Matias G. Enz, Douglas M. Lambert
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引用次数: 3

摘要

虽然服务业代表了全球经济中最大的部门,在美国占86.8%,但大多数供应链管理(SCM)研究都集中在产品流上。制造企业的执行人员已经从为实现SCM过程而创建的框架中受益,但是对于服务企业的对应人员来说,情况并非如此。被引用最多的两个服务SCM框架在方法和概念上都存在缺陷。利用服务主导的营销逻辑,并使用实证研究方法,我们为九家服务公司开发了供应链结构图。我们的研究结果表明,服务型企业的供应链结构图与基于产品的文献中的供应链结构图相当,支持服务主导的逻辑。然后,我们确定了构成管理服务供应链框架的六个关键流程。客户关系管理和供应商关系管理过程构成了供应链的关键环节,其他四个过程通过这一环节进行协调。服务的SCM框架为服务公司的高管提供了方向,他们需要增加公司内部以及与供应链其他成员的跨功能集成。对于学者来说,确定了未来研究的12条途径。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
A supply chain management framework for services

While services represent the largest sector of the global economy, 86.8% in the United States, most supply chain management (SCM) research is focused on product flows. Executives in manufacturing firms have benefited from frameworks created to implement SCM processes, but this is not the case for their counterparts in service companies. The two most cited SCM frameworks for services have methodological and conceptual deficiencies. Drawing upon the service-dominant logic of marketing and using an empirical research approach, we developed supply chain structure maps for nine service firms. Our findings indicate that the supply chain structure maps of service companies are comparable to those in the product-based literature, which supports the service-dominant logic. Then, we identified the six key processes that constitute a framework to manage service supply chains. The customer relationship management and the supplier relationship management processes form the critical links in the supply chain, and the other four processes are coordinated through this linkage. The SCM framework for services provides direction for executives in service firms who need to increase cross-functional integration within their firms and with other members of the supply chain. For academics, 12 avenues for future research are identified.

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来源期刊
CiteScore
14.40
自引率
14.60%
发文量
34
期刊介绍: Supply chain management and logistics processes play a crucial role in the success of businesses, both in terms of operations, strategy, and finances. To gain a deep understanding of these processes, it is essential to explore academic literature such as The Journal of Business Logistics. This journal serves as a scholarly platform for sharing original ideas, research findings, and effective strategies in the field of logistics and supply chain management. By providing innovative insights and research-driven knowledge, it equips organizations with the necessary tools to navigate the ever-changing business environment.
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