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Service Supply Chains: A Customer Perspective
Author(s) -
Maull Roger,
Geraldi Joana,
Johnston Robert
Publication year - 2012
Publication title -
journal of supply chain management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 3.75
H-Index - 92
eISSN - 1745-493X
pISSN - 1523-2409
DOI - 10.1111/j.1745-493x.2012.03284.x
Subject(s) - conceptualization , supply chain , perspective (graphical) , service management , business , service (business) , process management , supply chain management , service dominant logic , service system , knowledge management , marketing , computer science , artificial intelligence
Given the central role of customers in services, it is striking that the predominant view of service supply chain management is primarily based on the perspective of the organization. In this conceptual study, we explore the conceptualization and management of service supply chains from a customer perspective, that is, how a customer manages, coordinates and integrates service provision to create value. We have taken a systems thinking lens, and in particular Checkland's characterization of systems (1981), to guide our analysis, worldview, boundaries, hierarchies and mechanisms of control. As a result of this perspective, we have identified eight features of service supply chains and suggested four research opportunities.