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Service quality along the supply chain: implications for purchasing
Abstract
The overall objective of this research was to explore the association between implementation of cooperative purchasing/supplier relationships, internal service quality, and an organization’s ability to provide quality products and services to its customers. Specifically, purchasing‐related factors influencing internal and external product and service quality were identified from the literature and an internal service quality model was developed and then tested using empirical data. Survey data were collected from 118 US purchasing executives in a wide range of industries. The findings from this study indicate the existence of strong positive relationships between implementation of cooperative purchasing/supplier relationships, internal service quality, and the service and product quality provided to external customers. Additionally, the key role of purchasing in the integration and communication of quality expectations and quality performance throughout the firm is demonstrated.
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Cited by
The impact of supply chain integration on performance: A contingency and configuration approach
Flynn, B. B., Huo, B., & Zhao, X. (2010) · Journal of Operations Management · doi:10.1016/j.jom.2009.06.001 · Cited by 3,310
Strategic purchasing, supply management, and firm performance
Chen, I. J., Paulraj, A., & Lado, A. A. (2004) · Journal of Operations Management · doi:10.1016/j.jom.2004.06.002 · Cited by 940
BUYER–SUPPLIER RELATIONSHIPS: DERIVED VALUE OVER TWO DECADES
TERPEND, R., TYLER, B. B., KRAUSE, D. R., & HANDFIELD, R. B. (2008) · Journal of Supply Chain Management · doi:10.1111/j.1745-493x.2008.00053.x · Cited by 300
Key issues in e-procurement: Procurement implementation and operation in the public sector
Croom, S. R., & Brandon-Jones, A. (2005) · Journal of Public Procurement · doi:10.1108/jopp-05-03-2005-b004 · Cited by 159
Ensuring corporate travel compliance – Control vs. commitment strategies
Holma, A.-M., Bask, A., & Kauppi, K. (2015) · Tourism Management · doi:10.1016/j.tourman.2015.04.008 · Cited by 19
Metadata
- Authors
- Stanley, L. L., & Wisner, J. D.
- Venue
- Journal of Operations Management
- Publisher
- Wiley
- Published
- 2001-03-19
- Volume
- 19
- Issue
- 3
- Pages
- 287-306
- ISSN
- 0272-6963 (ISSN-L)
- 1873-1317
- OpenAlex
- W2019008347
- Cited by
- 270
- References
- 0
- FWCI
- 11.69
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
