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.     

GLOBAL SUPPLY CHAIN RISK MANAGEMENT

Global supply chains face a multitude of risks. A review of the recent literature reveals a few structured and systematic approaches for assessing risks in supply chains. However, there is no conceptual framework that ties together this literature. The purpose of this paper is to integrate literature from several disciplines ‐ including logistics, supply chain management, operations management, strategy, and international business ‐ to develop a model of global supply chain risk management. The implications for stakeholders and how future research could bring more insights to the phenomenon of global supply chain risk management are also discussed.     

The Struggle is Real: Insights from a Supply Chain Blockchain Case

Despite the anticipated benefits and the numerous announcements of pilot cases, we have seen very few successful implementations of blockchain technology (BCT) solutions in supply chains. Little is empirically known about the obstacles to blockchain adoption, particularly in a supply chain's interorganizational setting. In supply chains, blockchains' benefits, for example, BCT‐based tracking and tracing, are dependent on a critical mass of supply chain actors adopting the technology. While previous research has mainly been conceptual and has lacked both theory and empirical data, we propose a theory‐based model for interorganizational adoption of BCT. We use the proposed model to analyze a unique in‐depth revelatory case study. Our case study confirms previous conceptual work and reveals a paradox as well as several tensions between drivers for and against (positive and negative determining factors, respectively) of BCT adoption that must be managed in an interorganizational setting. In this vertical context, the adoption and integration decision of one supply chain actor recursively affects the adoption and integration decisions of the other supply chain actors. This paper contributes midrange theory on BCT in supply chain management (SCM), future research directions, and managerial insights on BCT adoption in supply chains.     

Sustainable Supply Chain Design in Social Businesses: Advancing the Theory of Supply Chain

A significant conceptual and practical challenge for companies is how to integrate triple bottom line (TBL) sustainability into their global supply chains. In supply chain research, the classic economic perspective—the business of business is to be profitable—still dominates, followed by coverage of the environmental dimension; the social dimension is underrepresented. Stakeholders, however, are calling for a TBL perspective that simultaneously includes environmental, social, and economic gains. While there have been recent theoretical advances on how to characterize supply chains in terms of their structure, how to connect these insights into supply chain design for TBL sustainability has not been studied. Therefore, the purpose of this research was to move the theory of supply chain forward into the sustainable supply chain management (SSCM) research agenda. Toward that purpose, the paper analyzes the sustainable supply chain design (SSCD) at social businesses, incorporating the physical chain and the information and financial support chains. Four social businesses located in Haiti are used as cases of innovative supply chain structures for TBL sustainability. By analyzing the supply chain structures and boundaries of these social businesses, three supply chain configurations combining physical and support chains are presented.     

Alignment in the Base of the Pyramid Producer Supply Chains: The Case of the Handloom Sector in Odisha,India

This investigation seeks to explore the effectiveness of alternative approaches to supply chain management for developing the base of the pyramid (BoP) community. Using case research methodology, we investigate the issue of supply chain alignment when the supply base consists of BoP producers. We consider the handloom supply chains in Odisha, India, as the context of our analysis. The study analyzes the supply chains of four handloom retailers. The retailers represent cooperative and private organizational systems with varied levels of operational integration. In light of the insights from these case studies, we theorize factors contributing to operational cost‐effectiveness and conceptualize approaches and considerations for improving the BoP community. Specifically, we clarify the usefulness of alternative supply chain alignment practices in promoting efficiency, innovation, and equitability among the BoP constituents and advance a set of propositions linking the motivations, strategies, practices, and performance in handloom supply chains. Limitations, theoretical and managerial contributions, and future research directions are discussed.     

服务创新驱动下物流服务供应链纵向整合策略——基于链间竞争视角

文章聚焦服务创新驱动下物流服务供应链纵向整合问题,构建两条平行竞争的物流服务供应链模型,基于链间Nash竞争和链内成员Stackelberg博弈,运用逆向推导法和对比分析,深入研究了服务创新驱动下物流服务供应链的纵向整合策略与链间竞争强度对自身链及对手链整体利润的影响。研究结果表明,无论其中一条链选择何种决策,始终存在一个最优的条件,使另一条链采取不整合决策能够最大化自身链利润,同时也提升对手链的利润。同时,当服务创新成本系数较大时,LSSC整合决策与竞争强度无关：当一条链采取整合策略时,无论服务创新成本系数和竞争强度如何,另一条链采取相反决策总是最优策略。     

Covid-19 in America: Global supply chain reconsidered

This research asks: To what extent has America's reliance on the global supply network aggravated the country's public health and economic crisis; and how did the American government respond to supply chain weaknesses during the early years of the Covid-19 pandemic? This study first assesses important conceptual considerations that explain the expansion of global value chains and the growth of trade interdependencies among nations. Next, an analytical case study observes (1) America's supply chain vulnerability through three major waves of infection, (2) the difficulty to mend weaknesses in the supply linkages once the novel coronavirus spread globally and (3) American government's failures to both anticipate and respond to supply shortages, especially in the health sector. Trump administration's policies failed to ensure a reliable supply of simple personal protective equipment (PPE) for healthcare professionals and hospitals throughout the first three waves of infection. Moreover, state and federal governments' substantial reliance on large manufacturers who have established procurement relationship with government led to continuous nationwide supply shortages throughout 2020. The federal government's inability to engage small and medium manufacturers in the production of critical supplies of PPE and diagnostic tests deepened and prolonged the devastating impacts of the pandemic. Our case study demonstrates that the American government needs to rethink the country's substantial reliance on the global supply chain, and the specific requirements to boost domestic manufacturing capacity. The revitalisation of America's manufacturing ability and the local supply networks will boost the productive power of the nation, strengthen resiliency, reduce vulnerability in disruptive times and prepare the nation for future crises.     

Conceptualizing and managing service supply chains

The supply chain management (SCM) literature is dominated by studies in industrial markets and studies that deal with the supply chains of manufactured goods. This paper develops a framework for conceptualizing and managing the supply chains of services. The few studies that deal with services' supply chains either focus on a particular business service sector or they adopt an unvaried approach to the management of different service supply chains. The paper draws insights from the existing frameworks for SCM and takes into account the peculiar characteristics for the production and delivery of services across several service industries. Based on the analysis of several processes, areas of concern for supply chain managers are identified, and a research agenda for services SCM phenomena is proposed.     

Health Care Matters: Supply Chains In and Of the Health Sector

Providing health care involves a complex enterprise, and the trade‐off between quality and cost has been particularly stark compared to other industries. However, a recent focus on health sector supply networks is now producing significant innovations and improvements. This Special Topic Forum illustrates for the academic and practitioner community how health care supply chain research can benefit from our evolving understanding of supply chains and help push that understanding even further. We classify health care supply chain research into two broad categories—supply chain in health care and supply chain of health care—to set an agenda for future research.     

An integrated approach to managing extended supply chain networks

In an effort to improve their competitive position in a rapidly changing marketplace, many companies have replaced their traditional supply chains with extended supply chain networks built on a foundation of supply chain collaboration. These extended networks require the use of decision support tools and technologies to improve both operating efficiencies and customer service, but many companies have struggled to realize the expected benefits of these tools and the increased collaboration. This article recommends that companies adopt an integrated strategy of people, processes, and technology to achieve their competitive supply chain goals. Our recommendation is backed by the results of a survey we conducted of senior-level practitioners concerning the importance and challenges of supply chain collaboration. The article concludes with a set of managerial recommendations to improve a company’s collaborative efforts within its supply chain.     

Supply Chain Citizenship: Investigating the Antecedents of Customer Interorganizational Citizenship Behaviors

Research has consistently established the strategic importance of supply chain collaboration. As a result, interfirm behavioral dynamics and relationships have emerged as key topics for both the academic and practitioner communities. This paper explores an interpersonal exchange tactic that is inherent to many collaborative initiatives—interorganizational citizenship behaviors (ICBs). The study specifically investigates why retail customers in business‐to‐business exchange relationships would exhibit ICBs, and explores how they assess and respond to the ICBs of suppliers. Findings of the study suggest that customers generally interpret and value the various types of ICBs differently, resulting in differential effects regarding the supply chain performance and relational implications of the behavior. These results not only inform managerial practice but also provide future research opportunities in the area of ICBs and the broader realm of interpersonal supply chain dynamics.     

Modelling the Impact of Environmental and Organizational Determinants on Green Supply Chain Innovation and Performance

Both customers and suppliers are becoming increasingly concerned about environmental issues in modern food chains. A firm’s decision to implement green supply chain management is based on the social objectives of the firm and its management, its desire to pursue corporate social responsibility, its relationships with channel partners, and environmental determinants such as government legislation. The speed at which green supply chain management is implemented within an organization depends on its agility and its ability to facilitate innovation. Innovation may take the form of new product development or new process development, including the introduction of environmental management systems and total quality management in both production and purchasing. This article presents a conceptual model to explain how the various theoretical constructs are related and how innovation effects green supply chain management and performance.     

A Natural Resource Scarcity Typology: Theoretical Foundations and Strategic Implications for Supply Chain Management

World population growth and increased consumption stemming from economic leveling are leading to scarcity of a number of natural resources on a global scale. Scarcity of critical natural resources such as oil, water, food, and precious metals has the potential to greatly impact commercial activity as the twenty‐first century progresses. The challenge of continuing to provide needed goods and services in the face of these constraints falls to supply chain managers, who are ultimately responsible for delivering utility to customers. Unfortunately, there has been almost no research focused on supply chain strategies aimed at mitigating natural resource scarcity’s (NRS) potential effects. The current research positions NRS as a supply chain risk and proposes an NRS typology based on key resource attributes. Supply chain mitigation strategies to counter each resource status are offered, with an overall objective of improving supply chain performance. The study recommends future research aimed at further developing theory and methods for countering NRS based on resource, systems and behavioral theories. In addition, this study has critical implications for practitioners faced with the growing threat of NRS in their supply chains.     

A Cross‐Disciplinary Examination of Firm Orientations’ Performance Outcomes: The Role of Supply Chain Flexibility

Although market orientation (MO) has long been considered an important business philosophy, the examination of MO outside the firm's boundaries has been rather limited. To address this, this study explores how supply chain orientation and operational flexibility (FLX) facilitate the implementation of MO. Although the positive impact of MO on firm performance has been well established, this study highlights that such benefits are enhanced by the development of supply chain related capabilities. Results indicate that market‐oriented firms are more likely to realize the strategic importance of managing the supply chain when operating under conditions of high environmental munificence, dynamism, and complexity. This provides a better understanding of the complex relationship between the demand and supply sides of the firm. This study highlights the importance of marketing theory and concepts to supply chain management scholars, and vice versa. This further accentuates the importance of eliminating the disconnect between supply and demand‐management processes, also described as the “Great Divide” (Drucker 1973; Esper et al. 2010a,b). A number of key managerial implications are offered as well.     

An Empirically Derived Framework of Global Supply Resiliency

In today’s global business environment, supply chains have increased in both length and complexity. This increase in length and complexity coupled with a focus on improving efficiency, such as lean manufacturing practices, may lead to higher levels of supply chain risk where the likelihood of a disruption severely impacting supply chain performance increases. Resilient supply chains have been touted as a means to reduce the likelihood and severity of supply chain disruptions. However, there is little empirical evidence relative to the factors that contribute to or detract from supply resiliency. Using systems theory and the resource‐based view of the firm as the theoretical underpinnings, this study provides an in‐depth systematic investigation of supply resiliency. Adopting a theory‐building approach based on a multi‐industry empirical investigation, this study derives empirical generalizations linking 19 supply chain characteristics to supply resiliency. The study culminates in a framework that could be used to assess the level of resiliency in a supply base. Building on this framework, the study also provides a supply resiliency matrix that can be utilized to classify supply chains, or supply chains segments according to the level of resiliency realized. This article concludes by proposing several future research directions and issues that may be investigated in more detail.     

Sustainability and the False Sense of Legitimacy: How Institutional Distance Augments Risk in Global Supply Chains

Supply chain scholars have begun to recognize the institutional influences on supply chains, yet scarce attention has been directed toward the fact that global supply chains often comprise different institutions. This omission represents a severe shortcoming because the understanding of what constitutes legitimate behavior may vary substantially between contexts. This conceptual study employs the institutional distance concept to the case of supply chain sustainability risks. It focuses initially on paradoxical situations in which both the buyer and the supplier fully comply with stakeholder expectations within their own legitimacy contexts, yet the buyer's stakeholders still withdraw legitimacy from and harm the buyer. The study analyzes the causal microfoundations of how and why such paradoxical risks manifest, drawing on stakeholder theory and institutional theory. The analysis shows that accounting for the differing legitimacy contexts is necessary for explaining these risks, thereby substantiating our initial claim that institutional distance matters to global supply chains. The study yields important implications for corporate practice in that it highlights an inherent trade‐off in many global supply chains.     

What is the Right Supply Chain for Your Shopper? Exploring the Shopper Service Ecosystem

The emergence of shopper marketing represents a major strategic force in consumer goods branding and retailing, and poses significant challenges to pre existing supply chain thought that most scholars have yet to address. In order to address the marketing and supply chain challenges presented by shopper marketing initiatives, scholars from both disciplines can find common ground by focusing on the shopper instead of consumers or products. The issue is no longer one of matching a supply chain to a product. Instead, marketers and supply chain managers need to ask, “What's the right supply chain for our shopper?” The shopper service ecosystem framework developed in this paper brings together the service dominant logic of marketing with the service ecosystem perspective in supply chain management. Future research frontiers suggest research directions that bridge the marketing and supply chain disciplines to create a multidisciplinary foundation for future research in the shopper marketing realm.     

Knowledge Management in Supply Chains: The Role of Explicit and Tacit Knowledge

We theorize, building on the knowledge‐based view and the theoretical distinction between explicit and tacit knowledge, that knowledge management capability across the supply chain manifests itself in explicit and tacit knowledge, which in turn effectuates supply chain performance. The model is tested with survey data from 195 small‐ and medium‐sized enterprises reporting on their primary supply chain. The results indicate that the supply chain's knowledge management capability manifests itself in both explicit and tacit knowledge, with the latter being influenced more strongly. Moreover, it was found that while both explicit and tacit knowledge influence supply chain performance, the latter exerts a significantly greater impact than the former. Exploratory post hoc analyses add robustness to these findings and investigate mechanisms inherent to the transformation of tacit into explicit knowledge. Overall, this research contributes to academic theory development in logistics and supply chain management by the dichotomization of knowledge types and the demonstration of their differential magnitude of effects, and to managerial practice by providing important guidance for logistics managers structuring their knowledge management efforts across supply chains.     

Dynamics of judicial service supply chains

Behavioral issues, coupled with temporary capacity imbalances, dictate the characteristics that a service supply chain assumes in the long run. The paper looks at a service chain in which two factors, backlogs and incentives, influence human agent processing times and, hence, service supply chain capacity. The paper finds that servers within the supply chain change their processing speeds in order to maintain a backlog of cases that is acceptable and credible. The backlog must not be too small, so as to avoid the impression that work is scant and there is idleness; but it must not be too large, so as to avoid the impression of laziness. Simultaneously, the paper finds that there are implicit incentives in the formal hierarchy that impinge upon throughput rates at certain stages of the supply chain: agents upstream try not to overwhelm their bosses' stations downstream with excess work. Hence, this paper looks at the effects of perceived backlogs within service supply chains and also at capacity unbalances that stem from such incentives. The study explores these issues in the context of a managerial intervention in a judicial service supply chain. The study identifies the structure of a seemingly unstructured decision execution that leads to the observed outcomes. The research results in a preliminary system dynamics model that suggests several operational steps to overcome bottlenecks and incompetency.