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Title: Building a comprehensive service supply chain conceptual framework: a step ahead, based on comparative analysis of previous frameworks

Authors: Asher Ramish; Tashfeen M. Azhar; Haroon Rasheed

Addresses: Technical University of Hamburg-Harburg, Schwarzenbergstraße 95, 21073 Hamburg, Germany; Department of Operations and Supply Chain, University of Management and Technology, Lahore, Pakistan ' University of South Florida, 4202 E Fowler Ave., Tampa, FL 33620, USA; Department of Operations and Supply Chain, University of Management and Technology, Lahore, Pakistan ' Wuhan University of Technology, 205 Luoshi Road, Wuchang, Wuhan, China; Department of Marketing, University of Management and Technology, Lahore, Pakistan

Abstract: The purpose of the study is to build a comprehensive supply chain framework for service industry including the ones engaging in purchasing of services, making of services and delivering the services, through the comparative analysis of models and conceptual frameworks previously existing in the literature of services supply chains. The findings of this paper also present a fresh outlook of how the service organisations can strategise while implementing proposed framework in their firms and all along their service supply chains. This comparative analysis and conceptual framework will enable the detection of the problems that surround result estimation within and across single supply chains and expand existing knowledge in the performance measurement in the service supply chain. In addition, this study should offer fundamental insights as to how service business can develop their performance systems to be converted into more effective supply chains by focusing on new dimensions.

Keywords: supply chain management; SCM; performance measurement; services supply chains; conceptual framework; SCOR model; KPIs; key performance indicators; comparative analysis; service industry.

DOI: 10.1504/IJSOM.2017.080679

International Journal of Services and Operations Management, 2017 Vol.26 No.1, pp.97 - 121

Available online: 07 Nov 2016

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