Title: Connecting the customer to the supply chain: proposition of a conceptual framework

Authors: Justine Marty; Blandine Ageron

Addresses: KEDGE Business School, Domaine De Luminy, Rue Antoine Bourdelle, 13009, Marseille, France ' CERAG Laboratory, Université Grenoble Alpes, Grenoble, Valence, France

Abstract: Customers are increasingly seeking to become actively involved in the way that products are designed, sourced, manufactured and distributed. Moreover, they are concerned about ethical and environmental issues to a much greater extent than before. As a result, it is imperative that companies find ways to effectively integrate their customers into Supply Chain Management (SCM) processes. This study explores the options that exist for organisations to proactively connect their customers to their supply chains. In this article, the researchers conduct a systematic literature review of the methods used to integrate the customer into SCM processes according to company objectives. A descriptive analysis is carried out and categories and dimensions are identified in the selected articles in order to propose a comprehensive framework. This framework highlights the most appropriate methods for companies to better integrate their customers into their supply chain.

Keywords: supply chain management; customer engagement; integration methods; systematic literature review; sustainability.

DOI: 10.1504/EJIM.2024.135231

European Journal of International Management, 2024 Vol.22 No.1, pp.1 - 30

Received: 07 Jul 2021
Accepted: 04 Jun 2022

Published online: 03 Dec 2023 *

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