Title: Validating the relationship of information technology in the service supply chain: a developing country perspective

Authors: Manish Mohan Baral; Rita Roy; Subhodeep Mukherjee; Venkataiah Chittipaka

Addresses: Department of Operations, GITAM School of Business, GITAM (Deemed to be University), Visakhapatnam, Andhra Pradesh, India ' Department of Computer Science and Engineering, GITAM Institute of Technology, GITAM (Deemed to be University), Visakhapatnam, Andhra Pradesh, India ' Department of Operations, GITAM School of Business, GITAM (Deemed to be University), Visakhapatnam, Andhra Pradesh, India ' School of Management Studies, Indira Gandhi National Open University, Delhi, India

Abstract: Information technology (IT) in the service supply chain (SSC) plays an important role in achieving competitive advantages. IT helps service firms to grow their business more and more. The objective of this study is to create and validate the relationship of IT with its process capabilities and SSC. A relationship with IT management and demand management (DM), customer relationship management (CRM), supplier relationship management (SRM), service performance management, capacity and resource management, order process management (OPM) process, and service SC. Thirteen hypotheses were proposed for the study, out of which ten were accepted. The data are collected using the questionnaire method from the leading service firms in the country.

Keywords: information technology; service supply chain; SSC; service firms; competitive advantages; questionnaire.

DOI: 10.1504/IJSOM.2025.144756

International Journal of Services and Operations Management, 2025 Vol.50 No.3, pp.305 - 329

Received: 01 Aug 2022
Accepted: 25 Jan 2023
Published online: 03 Mar 2025 *

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