Measurement of service quality of upstream and downstream supply chain Online publication date: Mon, 01-Aug-2016
by Juhi Kamakoty; Nagendra Sohani
International Journal of Services and Operations Management (IJSOM), Vol. 25, No. 1, 2016
Abstract: One of the paradigm shifts in business today is that competition between firms is being replaced by competition between supply chains. Customers have started taking service quality as prerequisite criteria in buying decisions. Delivering good service quality to the end customer depends upon the service quality being delivered by every entity involved in supply chain. This paper proposes a model to measure the service quality of supply chain with respect to the focal firm. The service quality delivered by the firms ahead of the focal firm is termed as upstream service quality and the service quality delivered by the firms following the focal firm is termed as downstream service quality. The uniqueness of this paper is that it measures the service quality of the immediate upstream and downstream supply chain partner from focal firms perspective using the same set of constructs and reduces them into factors affecting upstream and downstream service quality.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services and Operations Management (IJSOM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook