1、 8100英文单词， 4.5 万英文字符，中文 13500 字 文献出处 ： Roger Maull,Joana Geraldi,Robert John Ston. Service Supply Chains:A Customer Perspective. Journal of Supply Chain Management, 2012, 10: 72-86 SERVICE SUPPLY CHAINS: A CUSTOMER PERSPECTIVE ROGER MAULL University of Exeter Business School JOANA GERALDI University
2、 College London ROBERT JOHN STON University of Warwick 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 an
3、d 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 Checklands characterization of systems (1981), to guide our analysis, worldview,
4、 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. Keywords: services; supply chain management; customer s role in services; systems thinking INTRODUCTION One, if n
5、ot the, key characteristic of a service is that it takes place at the interface with the customer (see, for example, Parasuraman, Zeithaml and Berry 1985; Sampson 2000). Furthermore, in many services customers are not simply a recipient, but are actively involved in the design, creation and delivery
6、 of services (Bitner, Faranda, Hubbert and Zeithaml 1997). As such they are a resource, fulfilling roles often similar to a companys employees (Johnston 1989). A critical role for operations managers is to be able to control the variability and variety of the customers input and interventions (Sampson 2012). Given this central role of customers in services, it is striking that the predominant view of supply chain management is primarily based on the perspective of the organization rather th
