Validating the relationship of information technology in the service supply chain: a developing country perspective

Manish Mohan Baral, Rita Roy, Subhodeep Mukherjee and Venkataiah Chittipaka

International Journal of Services and Operations Management, 2025, vol. 50, issue 3, 305-329

Abstract: Information technology (IT) in the service supply chain (SSC) plays an important role in achieving competitive advantages. IT helps service firms to grow their business more and more. The objective of this study is to create and validate the relationship of IT with its process capabilities and SSC. A relationship with IT management and demand management (DM), customer relationship management (CRM), supplier relationship management (SRM), service performance management, capacity and resource management, order process management (OPM) process, and service SC. Thirteen hypotheses were proposed for the study, out of which ten were accepted. The data are collected using the questionnaire method from the leading service firms in the country.

Keywords: information technology; service supply chain; SSC; service firms; competitive advantages; questionnaire. (search for similar items in EconPapers)
Date: 2025
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