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Assignment Task - Select a customer service related research topic that may apply to your discipline (Supply Chain Management) and to use for your final paper. Create an annotated bibliography. Organize your annotated bibliography alphabetically.
Answer - CUSTOMER SERVICE IN SUPPLY CHAIN MANAGEMENT
Article 1: Evaluation of Supply Chain Activities in Indian SMEs: A Fuzzy AHP Approach.
Mishra, R. K. (2019). Evaluation of Supply Chain Activities in Indian SMEs: A Fuzzy AHP Approach. IUP Journal of Supply Chain Management, 16(3), 36-57.
Customers are to be the key factors in supply chain management as the needs, requirements and expectations of the customers affect the decisions that are being made in a supply chain. The main aim of the article that has been considered here is to assess intensity of awareness of supply chain in SMEs which s based on FAHP or Fuzzy Analytic Hierarchy Approach. The article mainly illustrates upon six basic fundamentals of supply chain and considers customer service to be one among them. The output from these fundamental factors including customer service helps to define the efficacy of the supply chain where FAHP approach assists in determining the dimensions of the supply chain activities in Indian small and medium scale enterprises.
Article 2: Customer Service and S&OP.
Bower, P. (2019). Customer Service and S&OP. Journal of Business Forecasting, 38(1), 11-16.
In supply change management the needs and demands of the customers acts to be the key factors that and in this case it becomes crucial to understand what the customers actually wants so that they can be satisfied well. According to the article considered, the customer service leaders have the greatest access to the information about the customer needs, demands and requirements that helps them to analyse the consumer behaviour and evaluate the impact of it on the market trend. This information helps to plan the entire actions and operations of the supply chain so that it can be managed in an effective way. The article here mainly illustrates how the information can be utilised to the fullest for accurate market forecast.
Article 3: Risk assessment for the supply chain of fast fashion apparel industry: a system dynamics framework
Mehrjoo, M., & Pasek, Z. J. (2016). Risk assessment for the supply chain of fast fashion apparel industry: a system dynamics framework. International Journal of Production Research, 54(1), 28-48.
The market trends are continuously changing with the development of technology and lifestyle. The article illustrates how this change and development of technology and lifestyle have affected the growing customer demands and expectations especially in the fast fashion apparel industry because of its short product life cycle products. The demands in the industry are extremely unpredictable as the purchase of the customers is mostly driven by impulsive behaviour. In addition to the industry faces tough competition and global outsourcing for which having an effective supply chain is extremely important. In this case, Conditional Value at Risk measure is applied to associated risks so that they can be tackled and the expected value of the losses and probabilities can be determined. In this case, the businesses consider various strategic planning and take effective decisions so that the needs and demands of the customers can be catered to in the shorted time for gaining a competitive edge.
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Article 4: Investigating the formation of service supply chains
Breidbach, C. F., Reefke, H., & Wood, L. C. (2015). Investigating the formation of service supply chains. Service Industries Journal, 35(1-2), 5-23.
According to the article, it can be observed from the existing researches that the conceptual insights on the service supply chain are limited. The service based supply chain helps to determine the future profitability and that why it becomes important for managerial and academic value to understand why the service supply chain are formed along with its entire process of coordination. Service supply chain mainly depends upon the services that are provided to the customers on product like repair and maintenance and hence customer satisfaction is targeted to be the main priority here. For this reason, understanding it distinctly and comprehending the way coordination mechanisms are utilised within each stage becomes crucial.
Article 5: Supply chain integration: value creation through managing inter-organizational learning
Quan Zhu, author, Harold Krikke, author, & Marjolein C.J. Caniëls, author. (2018). Supply chain integration: value creation through managing inter-organizational learning. International Journal of Operations & Production Management, (1), 211.
The article sheds light upon the supply chain learning and prevention product imitation act as a mediator between organisational performance and supply chain integration. The focal performance of an organisation depends mainly upon the customer service performance and innovative approach. When a cross sectional survey was carried out in china, it was found that organisational learning has to play a crucial role for supply chain. It is required for the firms to value the consumers and fulfil their needs and requirements so that they are able to establish a effective supply chain and boost the perform and productivity of the company in the consumer market. In addition to this, market research also facilitates innovation within the organisation for catering the customers with better and developed product and services and develop holistically further.
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Article 6: Sales intrafirm networks and the performance impact of sales cross-functional collaboration with marketing and customer service
Claro, D. P., & Ramos, C. (2018). Sales intrafirm networks and the performance impact of sales cross-functional collaboration with marketing and customer service. Journal of Personal Selling & Sales Management, 38(2), 172-190.
The article mainly focuses upon the increasing researches in sales intrafirm network and sales management literature so that a model can be developed and tested for sales-marketing and sales-customer service cross-functional collaboration. The moderating effects of the research unfold that the strong relationship with the marketing colleagues can boost the sales growth whereas in weaker relationship with sales customer service collaboration, benefits are quite more. The cross functional collaboration in this case can turn to be extremely beneficial in yielding more benefit as the increasing number of ties for sales person can assist in improving sales force efficiency. With cross functional collaboration, the salesperson can get a better idea o the consumer market and assist the company in improving its performance as a whole.
Article 7: Sustainability in Supply Chain Management: Aggregate Planning from Sustainability Perspective
Türkay, M., Saraçoglu, Ö., & Arslan, M. C. (2016). Sustainability in Supply Chain Management: Aggregate Planning from Sustainability Perspective. PLoS ONE, 11(1), 1-18.
Having a robust supply chain that deals with the proper flow of raw materials, information and production manufacturing has turned out to be most important criterion to focus upon. The article illustrates that having a robust and sustainable supply chain is extremely important because it helps the organisation to boosts its productivity and performance and assist in generating customer satisfaction so that the organisation is able to yield the targeted profit margin. However, when managing supply chain, it is important to reduce the operational cost. In this, the study focuses upon implementing triple bottom line so that a sustainable supply chain is obtained and proper decision making can be carried out.
Article 8: Improving the Service Operations of Fast-food Restaurants
Kanyan, A., Ngana, L., & Voon, B. H. (2016). Improving the Service Operations of Fast-food Restaurants. Procedia - Social and Behavioral Sciences, 224, 190-198.
Supply chain management in the fast food restaurants are crucial as it is mandatory to leverage customer satisfaction with the help of proper customer service. In this context, the main aim of the study is to investigate the problems and causes that the selected restaurants faces and the way it can be deal with effectiveness. The articles are offers a range of suggestions through which these businesses can improve their way of serving the customers and have a proper management in their operations. A business when operates in the food industry, catering to needs of the customers with quality product becomes significant and poor service in this case effect the entire performance of the restaurants. The study paper in consideration emphasises upon the importance of proper customer service and explores the way quality of the services and customer satisfaction can be improved.
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Article 9: HOW TO ACHIEVE CUSTOMER SATISFACTION? PERSPECTIVE OF LOGISTICS OUTSOURCING PERFORMANCE
Switala, M., Cichosz, M., & Trzesiok, J. (2019). How to Achieve Customer Satisfaction? Perspective of Logistics Outsourcing Performance. LogForum, 15(1), 39.
The article taken into consideration mainly focuses upon the fact that effective supply chain can only be formed with a relation between performance of the service and customer satisfaction. The study was conducted among 112 trade and manufacturing organisations in order to understand the factors affecting the needs of the customers in logistics service providers and the results show that customer satisfaction can only be generated when a supply chain of an organisation has a shortest delivery time and a lower logistics costs. The organisations must try to reduce their costs of logistics and try to improve their services so that they can develop an operational flexibility and is able to serve the customers in a better way.
Article 10: Creation of unstructured big data from customer service
Bhattacharjya, J., Ellison, A. B., Pang, V., & Gezdur, A. (2018). Creation of unstructured big data from customer service. International Journal of Logistics Management, 29(2), 723.
Big data in the present era has a significant role to play in understanding the customer purchasing behaviour and assists in leveraging customer satisfactory with better service efficiency. The study mainly focuses upon how the supply chain of the parcel shipping companies can utilise the unstructured data from the social media platforms. The article illustrates the use of various tools to retrieve process and analyse the data in larger volumes so that the conservations regarding customer service can be generated between the company and its customers in Australia, U.K and USA. It will help the company to improve its performance and will assist in yielding better customer satisfaction.
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