The Effect of IT Service Quality Attributes on Supply Chain Management and Performance
Nowadays, where most of the leading economies are
service oriented and e-business is being widely used for their
management, supply chain management has become one of the most
studied and practiced fields. Quality has an important role on today-s
business processes, so it is important to understand the impact of IT
service quality on the performance of supply chains. This paper will
start by analyzing the Supply Chain Operations Reference (SCOR)
model and each of its five activities: Plan, Source, Make, Delivery,
and Return. This article proposes a framework for analyzing Effect of
IT Service Quality on Supply Chain Performance. Using the
proposed framework, hypotheses are framed for the direct effect of IT
service quality on Supply Chain Performance and its indirect effect
through effective Supply Chain Management. The framework will be
validated empirically based on the surveys of executives of various
organizations and statistical analyses of the data collected.
[1] F. Chan, H. Chan, H.Lau, H. and R. Ip (2006). An AHP approach in
benchmarking logistics performance of the postal industry.
Benchmarking: An International Journal, 13(6), 636-61.
[2] T. Guimaraes, D. Cook, N. Natarajan (2002). Exploring the importance
of business clockspeed as a moderator for determinants of supplier
network performance. Decision Sciences, 33 (4),629-644.
[3] A.K. Chatfield, P. Yetton (2000). Strategic payoff from EDI as a
function of EDI embeddedness. Journal of Management Information
Systems, 16 (4), 195-224.
[4] F. Lin, S. Huang, S. Lin (2002). Effects of information sharing on
supply chain performance in electronic commerce. IEEE Transactions
on Engineering Management, 49 (3), 258-268.
[5] T. Gulledge, T. Chavusholu (2008). Automating the construction of
supply chain key performance indicators. Industrial Management &
Data Systems, 108 (6), 750-774.
[6] T.A. Byrd, N.W. Davidson. (2003). Examining possible antecedents of
IT impact on the supply chain and its effect on firm performance.
Information & Management, 41 (2), 243-256.
[7] N.R. Sanders, R. Premus (2002). IT applications in supply chain
organizations: a link between competitive priorities and organizational
benefits. Journal of Business Logistics, 23 (1), 65-83.
[8] J.L. Kent, J.T. Mentzer (2003). The effect of investment in
interorganizational information technology in a retail supply chain.
Journal of Business Logistics, 24 (2), 155-175.
[9] N. Gorla, T.M. Somers, B. Wong (2010). Organizational impact of
system quality, information quality, and service quality. Journal of
Strategic Information Systems, (19), 207-228.
[10] D.M. Lambert, M. C. Cooper (2000). Issues in Supply Chain
Management. Industrial Marketing Management, (29), 65-83.
[11] CSCMP (2004), Supply Chain Management Process Standards, Council
of Supply Chain Management Professionals, Oak Brook, IL
[12] C.R. Matthews (2006). Linking the supply chain to TQM. Quality
Progress, 39 (11), 29-36.
[13] L. Li, Q. Su, X. Chen (2010). Ensuring supply chain quality
performance through applying the SCOR model. International Journal of
Production Research, 49(1), 33-57.
[14] C-H. Liu (2009). The effect of quality management system on supply
chain performance: am empirical study in Taiwan. International Journal
of Management, 26(2), 285-295.
[15] D.M. Lambert, S.J. García-Dastugue, K.L. Croxton, K.L., 2005. An
evaluation of process-oriented supply chain management framework.
Journal of Business Logistics, 26 (1), 25-52.
[16] A.Parasuraman, V.A. Zeithaml, L.L.Berry (1988). SERVQUAL: a
multiple-item scale for measuring consumer perceptions of service
quality. Journal of Retailing, 64(1), 12-40.
[17] V.A. Zeithaml, L.L.Berry, A. Parasuraman (1993). The Nature and
Determinants of Customer Expectations of Service. Journal of the
Academy of Marketing Science, 21(1), 1-12.
[18] W.J. Kettinger, C.C. Lee (2005). Zone of Tolerance: Alternative Scales
for Measuring Information Systems Service Quality. MIS Quarterly.
29(4), 607-623.
[19] L.R. Vijayasarathy (2010). An investigation of moderators of the link
between technology use in the supply chain and supply chain
performance. Information & Management, (47), 364-371
[20] T. Mukhopadhyay, S.Kerke, S.Kalathur (1995). Business value of
information technology: a study of electronic data interchange. MIS
Quarterly, 19(2), 137-156.
[21] A.Gunasekharan, E.W.T. Ngai (2004). Information systems in supply
chain integration and management. European Journal of Operational
Research, (159), 269-295.
[22] P. Trkman, K.McCormic, M.P.V.de Oliveira, M.B. Ladeira (2010). The
impact of business analytics on supply chain performance. Decision
Support Systems, (49), 318-327
[23] J.W. Overby, S.Min (2001). International supply chain management in
an Internet environment. International Marketing Review, 18(4), 392-
420.
[24] J.T.W. Damen (2001). Service-controlled agile logistics.Logistics.
Information Management, 14(3),185-195
[1] F. Chan, H. Chan, H.Lau, H. and R. Ip (2006). An AHP approach in
benchmarking logistics performance of the postal industry.
Benchmarking: An International Journal, 13(6), 636-61.
[2] T. Guimaraes, D. Cook, N. Natarajan (2002). Exploring the importance
of business clockspeed as a moderator for determinants of supplier
network performance. Decision Sciences, 33 (4),629-644.
[3] A.K. Chatfield, P. Yetton (2000). Strategic payoff from EDI as a
function of EDI embeddedness. Journal of Management Information
Systems, 16 (4), 195-224.
[4] F. Lin, S. Huang, S. Lin (2002). Effects of information sharing on
supply chain performance in electronic commerce. IEEE Transactions
on Engineering Management, 49 (3), 258-268.
[5] T. Gulledge, T. Chavusholu (2008). Automating the construction of
supply chain key performance indicators. Industrial Management &
Data Systems, 108 (6), 750-774.
[6] T.A. Byrd, N.W. Davidson. (2003). Examining possible antecedents of
IT impact on the supply chain and its effect on firm performance.
Information & Management, 41 (2), 243-256.
[7] N.R. Sanders, R. Premus (2002). IT applications in supply chain
organizations: a link between competitive priorities and organizational
benefits. Journal of Business Logistics, 23 (1), 65-83.
[8] J.L. Kent, J.T. Mentzer (2003). The effect of investment in
interorganizational information technology in a retail supply chain.
Journal of Business Logistics, 24 (2), 155-175.
[9] N. Gorla, T.M. Somers, B. Wong (2010). Organizational impact of
system quality, information quality, and service quality. Journal of
Strategic Information Systems, (19), 207-228.
[10] D.M. Lambert, M. C. Cooper (2000). Issues in Supply Chain
Management. Industrial Marketing Management, (29), 65-83.
[11] CSCMP (2004), Supply Chain Management Process Standards, Council
of Supply Chain Management Professionals, Oak Brook, IL
[12] C.R. Matthews (2006). Linking the supply chain to TQM. Quality
Progress, 39 (11), 29-36.
[13] L. Li, Q. Su, X. Chen (2010). Ensuring supply chain quality
performance through applying the SCOR model. International Journal of
Production Research, 49(1), 33-57.
[14] C-H. Liu (2009). The effect of quality management system on supply
chain performance: am empirical study in Taiwan. International Journal
of Management, 26(2), 285-295.
[15] D.M. Lambert, S.J. García-Dastugue, K.L. Croxton, K.L., 2005. An
evaluation of process-oriented supply chain management framework.
Journal of Business Logistics, 26 (1), 25-52.
[16] A.Parasuraman, V.A. Zeithaml, L.L.Berry (1988). SERVQUAL: a
multiple-item scale for measuring consumer perceptions of service
quality. Journal of Retailing, 64(1), 12-40.
[17] V.A. Zeithaml, L.L.Berry, A. Parasuraman (1993). The Nature and
Determinants of Customer Expectations of Service. Journal of the
Academy of Marketing Science, 21(1), 1-12.
[18] W.J. Kettinger, C.C. Lee (2005). Zone of Tolerance: Alternative Scales
for Measuring Information Systems Service Quality. MIS Quarterly.
29(4), 607-623.
[19] L.R. Vijayasarathy (2010). An investigation of moderators of the link
between technology use in the supply chain and supply chain
performance. Information & Management, (47), 364-371
[20] T. Mukhopadhyay, S.Kerke, S.Kalathur (1995). Business value of
information technology: a study of electronic data interchange. MIS
Quarterly, 19(2), 137-156.
[21] A.Gunasekharan, E.W.T. Ngai (2004). Information systems in supply
chain integration and management. European Journal of Operational
Research, (159), 269-295.
[22] P. Trkman, K.McCormic, M.P.V.de Oliveira, M.B. Ladeira (2010). The
impact of business analytics on supply chain performance. Decision
Support Systems, (49), 318-327
[23] J.W. Overby, S.Min (2001). International supply chain management in
an Internet environment. International Marketing Review, 18(4), 392-
420.
[24] J.T.W. Damen (2001). Service-controlled agile logistics.Logistics.
Information Management, 14(3),185-195
@article{"International Journal of Business, Human and Social Sciences:51657", author = "Narasimhaiah Gorla and Annibal Scavarda", title = "The Effect of IT Service Quality Attributes on Supply Chain Management and Performance", abstract = "Nowadays, where most of the leading economies are
service oriented and e-business is being widely used for their
management, supply chain management has become one of the most
studied and practiced fields. Quality has an important role on today-s
business processes, so it is important to understand the impact of IT
service quality on the performance of supply chains. This paper will
start by analyzing the Supply Chain Operations Reference (SCOR)
model and each of its five activities: Plan, Source, Make, Delivery,
and Return. This article proposes a framework for analyzing Effect of
IT Service Quality on Supply Chain Performance. Using the
proposed framework, hypotheses are framed for the direct effect of IT
service quality on Supply Chain Performance and its indirect effect
through effective Supply Chain Management. The framework will be
validated empirically based on the surveys of executives of various
organizations and statistical analyses of the data collected.", keywords = "IT service quality, SCOR model, Supply Chain
Management, Supply Chain Performance", volume = "6", number = "4", pages = "435-5", }
