Impact of supply chain agility on long term relationship in service industry
2010 (English)In: The 15th conference of The Association Information and Management (AIM 2010): Information Systems and Sustainable Development: Double Fertilization - From Myth to Reality : May 19, 20 and 21, 2010. La Rochelle (France), 2010Conference paper (Refereed)
Supply Chain Management (SCM) has become a successful strategy that effectively links partners along a business process. It ensures effective cost and time management within the process flows and has become popular in a wide range of industries. Technology plays a very important role within the SCM system, as it allows the system to be flexible yet agile, providing a quick response time at the same time, a very important attribute during this day and age. In this paper we analyze the impact of the SC agility on long term (LT) relationship in the service industry. A sample of 60 call centers operating for outbound and inbound calls in Tunisia has been selected for this study. As regards inputs for the SC agility, IS flexibility shows a more positive impact than HR flexibility on the company's long term relationship with its customers. However, SC agility seems to have a negative effect on LT trading with customers within this sector. Indeed, results show that customers are more likely to give priority to the extent of which their demands have been answered rather than the actual response time itself. Customer orientation and competitive priorities for customer service proved to have a significant impact on a long established business in this field as well. Both theoritical and practical implications are provided. Limitations to this study are also discussed and directions for future research are suggested.
Place, publisher, year, edition, pages
Research subject Industrial Marketing; Electronic Commerce
IdentifiersURN: urn:nbn:se:ltu:diva-27121Local ID: 0764aee0-cb08-11df-a707-000ea68e967bOAI: oai:DiVA.org:ltu-27121DiVA: diva2:1000302
Association Information and Management. Conference : 19/05/2010 - 21/05/2010
Godkänd; 2010; 20100928 (ysko)2016-09-302016-09-30Bibliographically approved