SERVICE SUPPLY CHAIN: AN INTEGRATED CONCEPTUAL FRAMEWORK

Abstract

It is necessary to integrate, coordinate and collaborate the different service operations performed in various organizations in order to deliver the services at the highest level of customer satisfaction. This integration can be done through a service supply chain, which includes different players/organizations connected by a network of activities. Based on literature review on Service Supply Chain, structure, decisions as well as the application area of service supply chain are highlighted in this paper. Service supply chain is then linked with key service operations with the help of a proposed conceptual framework. The paper also highlights the important research directions which can be a part of service supply chain. This paper is an attempt to conceptualize a service supply chain through a framework which helps in visualizing the integrated service network.

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