Towards an IT-Enabled Customer Centric Service Supply Chain

5 Pages Posted: 26 Mar 2007

See all articles by Mairead Brady

Mairead Brady

Trinity College Dublin - The University of Dublin; Trinity College Dublin - School of Business; University of Dublin - School of Business Studies

Martin R. Fellenz

Trinity College Dublin - School of Business

Magdalena Cholakova

Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM)

Date Written: 2006

Abstract

In this paper we propose a broad research agenda for a total remodelling of the service supply chain. We argue that contemporary service supply chains do not match three crucial elements of contemporary business and are simply a development of operations and supply chain management thinking dating back to origins in the Fordist era. The service supply chain of today has developed through incremental changes to traditional, mostly product oriented practices and as such has remained inefficient, ineffective, and insufficient as a guiding model for global service supply chains that can successfully address contemporary requirements while fully availing of current technological and other opportunities. We suggest that instead of demarcated product or service supply chains elements of both types of operations need to be included. We also argue that advanced ICT must be designed and deployed to enable and support service supply and delivery in ways that the iterative adaptation of centralised legacy systems decades past their sell-by date cannot achieve. Thirdly, we suggest that contemporary service supply chains are designed for operational efficiency with the customer simply being the final receiver of the goods/services. Our view is that customers are the core entity in service provision and delivery, and that understanding and addressing their requirements must be central to the design and operation of service supply chains.

JEL Classification: M31

Suggested Citation

Brady, Mairead and Fellenz, Martin R. and Cholakova, Magdalena, Towards an IT-Enabled Customer Centric Service Supply Chain (2006). Available at SSRN: https://ssrn.com/abstract=969392 or http://dx.doi.org/10.2139/ssrn.969392

Mairead Brady (Contact Author)

Trinity College Dublin - The University of Dublin ( email )

College green
Dublin 2
Ireland
+353-1-896 2705 (Phone)

HOME PAGE: http://www.tcd.ie/Business_Studies/research/faculty/bramai.php

Trinity College Dublin - School of Business ( email )

HOME PAGE: http://www.tcd.ie/Business_Studies/research/faculty/bramai.php

University of Dublin - School of Business Studies ( email )

College green
Dublin 2
Ireland
+353-1-896 2705 (Phone)

HOME PAGE: http://www.tcd.ie/Business_Studies/research/faculty/bramai.php

Martin R. Fellenz

Trinity College Dublin - School of Business ( email )

College Green
Dublin 2
Ireland

Magdalena Cholakova

Erasmus University Rotterdam (EUR) - Rotterdam School of Management (RSM) ( email )

Burgemeester Oudlaan
T-Building
Rotterdam, Rotterdam 3062PA
Netherlands

Register to save articles to
your library

Register

Paper statistics

Downloads
315
Abstract Views
1,459
rank
95,680
PlumX Metrics