Services supply chain management and organisational performance
Irène Kilubi
Services supply chain management
and organisational performance
An exploratory mixed-method investigation of
service and manufacturing organisations
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ISBN 978-3-86573-875-2
© 2015 Wissenschaftlicher Verlag Berlin Olaf Gaudig & Peter Veit GbR
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List of contents 3 List of Contents Abstract v Acknowledgements 1 Declaration 2 List of Contents 3 List of Figures 9 List of Tables 11 Abbreviations 13 page Chapter 1 ± Introduction 14 1.1 Background to the research 15
1.2 Research aim and objectives 16 1.3 Outline of the dissertation 18
Chapter 2 - Structured literature review 20
2.1 Introduction 21
2.2. The nature and characteristics of services 22 2.3 Services in a supply chain management context 27
2.4 Supply chain performance measurement 31
2.5 Supply chain performance measures 32
2.6 The Supply Chain Operations Reference Model 38
2.6.1 Description 38
2.6.2 Why the SCOR model cannot be applied to services offhand 44
2.7 Conclusion 47
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3.1 Introduction 49
3.2 Formalisation of performance measures 49
3.3 Description of the target areas 51
3.4 Modelling the concept 60
3.5 Conclusion 62
Chapter 4 - Research methodology and design 63
4.1 Introduction 64
4.2 Methodological Issues 65
4.2.1 Research goals and objectives 65
4.2.2 Mixed-methods research rationale 66
4.2.3 Mixed-methods research purpose 67
4.2.4 Sampling design 67
4.2.5 Sampling method 68
4.2.6 Research design 68
4.2.7 Data collection 69
4.2.7.3 Qualitative data collection: Phase I and Phase III 69 4.2.7.4 Quantitative data collection: Phase II 70
4.3 Data analysis 71
4.3.1 Unit of analysis 72
4.3.2 Phase I ± qualitative data 72
4.3.2.1 Research context 72
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4.3.3 Phase II ± Quantitative data 75
4.3.4 Phase III ± qualitative data 76
4.3.4.1 Research context 76
4.3.4.2 Data analysis process 77
4.4 Validity and reliability approaches 78
4.4.1 Qualitative data 79 4.4.1.1 Construct validity 79 4.4.1.2 Internal validity 79 4.4.1.3 External validity 80 4.4.1.4 Reliability 80 4.4.2 Quantitative data 80 4.4.2.1 Content validity 80 4.4.2.2 External validity 81 4.4.2.3 Reliability 81 4.5 Ethical considerations 81 4.6 Conclusion 82
Chapter 5 - Findings and results: Phase I 85
5.1 Introduction 86
5.2 Within-case analysis 86
5.2.1 Case 1: Company D 86
5.2.1.1 Findings from the first research question 87
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5.2.2.1 Findings from the first research question 90
5.3 Cross-case analysis 94
5.3.1 Introduction 94
5.3.2 Findings from the cross-case analysis 95
5.4 Conclusion 96
Chapter 6 - Findings and results: Phase II 97
6.1 Introduction 98
6.2 Sample characteristic 98
6.2.1 Service providers 98
6.2.2 Manufacturers 98
6.3 Performance measures currently in use 99
6.3.1 Service provider perspective 99
6.3.2. Manufacturer perspective 100
6.4 Importance of performance measures 102
6.4.1 Analysis process 102
6.4.2 Service provider results 103
6.4.3 Manufacturer results 105
6.5 Comparison between service provider and manufacturer results 108 6.5.1 Introduction 108
6.5.2 Results and findings from first proposition 108
6.5.3 Results and findings from second proposition 110
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Chapter 7 ± Findings and results: Phase III 116
7.1 Introduction 117
7.2 Best practices for improving quality 117
7.3 Best practices for improving dependability 118
7.4 Best practices for improving responsiveness 120
7.5 Best practices for improving assets & cost 121
7.6 Conclusion 123
Chapter 8 ± Discussion and presentation of the framework 124
8.1 Introduction 125
8.2 Discussion 125
8.2.1 Research issues 125
8.2.2 Summary of research findings 126
8.2.2.1 Research question 1 126
8.2.2.2 Research question 2 126
8.2.2.3 Research question 3 and 4 127
8.2.3 Conclusions about key findings and propositions 134
8.2.3.1 Proposition 1 134
8.2.3.2 Proposition 2 135
8.2.4 Conclusion about the main research issue 137
8.2.5 Conclusion 138
8.3 Basic structure and rationale of the framework 139
8.3.1 Description of the framework 139
8.3.2 Implementation guide 145
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Chapter 9 ± Conclusions, implications and recommendations 148
9.1 Introduction 149
9.2 Summary of key findings and resulting conclusions 150 9.2.1 Research objective 1: Identification of performance of performance measures for SSCs 151
9.2.2 Research objective 2: Exploration and evaluation of SSC performance measures 151
9.2.3 Research objective 3: Best practices for improving service performance 152
9.3 Implications for theory 152
9.3.1 Contributions to research 152
9.3.2 Methodological contribution 153
9.4 Managerial implications 154
9.5 Limitations of the research 156
9.6 Scope for future research 157
9.6.1 What are the next steps? 157
9.6.2 What is interesting to investigate? 158
9.7 Final remark 159
References 160
