Services supply chain management and organisational performance

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1 Services supply chain management and organisational performance

2

3 Irène Kilubi Services supply chain management and organisational performance An exploratory mixed-method investigation of service and manufacturing organisations

4 Bibliografische Informationen der Deutschen Nationalbibliothek Die Deutsche Nationalbibliothek verzeichnet diese Publikation in der Deutschen Nationalbibliografie; detaillierte bibliografische Daten sind im Internet über abrufbar Zugl.: Dissertation Friedrich-Schiller-Universität Jena, 2014 ISBN Wissenschaftlicher Verlag Berlin Olaf Gaudig & Peter Veit GbR / Alle Rechte vorbehalten. Dieses Werk ist urheberrechtlich geschützt. Jede Verwertung, auch einzelner Teile, ist ohne Zustimmung des Verlages unzulässig. Dies gilt insbesondere für fotomechanische Vervielfältigung sowie Übernahme und Verarbeitung in EDV-Systemen. Druck und Bindung: SDL Digitaler Buchdruck, Berlin Printed in Germany 38,00

5 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 Background to the research Research aim and objectives Outline of the dissertation 18 Chapter 2 - Structured literature review Introduction The nature and characteristics of services Services in a supply chain management context Supply chain performance measurement Supply chain performance measures The Supply Chain Operations Reference Model Description Why the SCOR model cannot be applied to services offhand Conclusion 47 Chapter 3 - Conceptual model development 48 3

6 3.1 Introduction Formalisation of performance measures Description of the target areas Modelling the concept Conclusion 62 Chapter 4 - Research methodology and design Introduction Methodological Issues Research goals and objectives Mixed-methods research rationale Mixed-methods research purpose Sampling design Sampling method Research design Data collection Qualitative data collection: Phase I and Phase III Quantitative data collection: Phase II Data analysis Unit of analysis Phase I qualitative data Research context Data analysis process 73 4

7 4.3.3 Phase II Quantitative data Phase III qualitative data Research context Data analysis process Validity and reliability approaches Qualitative data Construct validity Internal validity External validity Reliability Quantitative data Content validity External validity Reliability Ethical considerations Conclusion 82 Chapter 5 - Findings and results: Phase I Introduction Within-case analysis Case 1: Company D Findings from the first research question Case 2: Company S 90 5

8 Findings from the first research question Cross-case analysis Introduction Findings from the cross-case analysis Conclusion 96 Chapter 6 - Findings and results: Phase II Introduction Sample characteristic Service providers Manufacturers Performance measures currently in use Service provider perspective Manufacturer perspective Importance of performance measures Analysis process Service provider results Manufacturer results Comparison between service provider and manufacturer results Introduction Results and findings from first proposition Results and findings from second proposition Conclusion 113 6

9 Chapter 7 Findings and results: Phase III Introduction Best practices for improving quality Best practices for improving dependability Best practices for improving responsiveness Best practices for improving assets & cost Conclusion 123 Chapter 8 Discussion and presentation of the framework Introduction Discussion Research issues Summary of research findings Research question Research question Research question 3 and Conclusions about key findings and propositions Proposition Proposition Conclusion about the main research issue Conclusion Basic structure and rationale of the framework Description of the framework Implementation guide Conclusion 147 7

10 Chapter 9 Conclusions, implications and recommendations Introduction Summary of key findings and resulting conclusions Research objective 1: Identification of performance of performance measures for SSCs Research objective 2: Exploration and evaluation of SSC performance measures Research objective 3: Best practices for improving service performance Implications for theory Contributions to research Methodological contribution Managerial implications Limitations of the research Scope for future research What are the next steps? What is interesting to investigate? Final remark 159 References 160 Appendices 198 8

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