Title: Review of 28 years of services redesign research - in search of a framework to balance capacity and demand in services supply chains

Authors: Renu L. Rajani; Githa S. Heggde

Addresses: Faculty of Management Sciences, Anna University, Chennai, India ' School of Business, UPES, Knowledge Acres – Kandoli Campus, Dehradun-248001, India

Abstract: This paper presents a systematic review of research on service redesign strategies (SRS) to manage capacity and demand in services supply chains (SSCs). 178 papers were analysed after four level of filtering of 6,398 records of citation and reading of 700 papers. The review context includes status and progress of research across both goods and services; cross-geographies; all elements various research methods. Research efforts highlight increased use of SRS in SSCs, with focus on few methods - use of lean, agile, automation, and matching SC to customer demand, and need for research focus on additional themes. Research gaps are highlighted in Asia, Australia/NZ, Africa and UK regions, in evolving network-based SC structures. There is need to integrate research from services marketing, manufacturing SCM, industrial engineering, and operations management to borrow approaches for SRS in SSCs. This study proposes a value delivery framework to mitigate supply chain risks (SCRs) and improve company performance.

Keywords: supply chain management; SCM; services SCM; capacity management; demand management; process redesign; service redesign strategy; SC risks; company performance.

DOI: 10.1504/IJBE.2020.107504

International Journal of Business Environment, 2020 Vol.11 No.2, pp.144 - 189

Received: 11 May 2019
Accepted: 03 Sep 2019
Published online: 31 May 2020 *

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