Assessment of upstream service quality of supply chain

Juhi Kamakoty and Nagendra Sohani

International Journal of Services and Operations Management, 2015, vol. 22, issue 4, 455-468

Abstract: A basic supply chain consists of a focal firm with upstream and downstream business partners. Upstream refers to the suppliers of a focal firm and downstream refers to the immediate customers of focal firm in a supply chain. In this paper attempt has been made to measure the service quality delivered by the upstream supply chain partner from the focal firm's perspective. Six factors of upstream service quality have been identified. It is seen that approachability, personal interaction, competency, credibility, deliverables and communication are important for upstream members to deliver quality to their subsequent business partner. The uniqueness of this research is that the scale may be used to measure the service quality delivered by any upstream supply chain partner with respect to it is subsequent partner.

Keywords: upstream supply chains; downstream supply chains; service quality; focal firms; suppliers; upstream service quality; supplier-focal firm dyad; supply chain management; SCM; approachability; personal interaction; competency; credibility; deliverables; communication. (search for similar items in EconPapers)
Date: 2015
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=72739 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:22:y:2015:i:4:p:455-468

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().