Business and Economic Horizons

  Previous Article | Back to Volume | Next Article
  Abstract | References | Citation | Download | Preview | Statistics
Volume 12
Issue 3
Online publication date 2016-09-17
Title Examining the impact of electronic supply chain management processes on customer satisfaction: A literature review
Author Mohammed Dawood Shamout, Okechukwu Lawrence Emeagwali
Abstract
This paper aims to discuss a collection of empirical studies examining the impact of electronic supply chain management (e-SCM) processes on customer satisfaction. A review of the relevant literature has shown that a limited number of previous studies has attempted to identify the impact of e-SCM processes on customer satisfaction. Thus, the obtained data from the secondary source will be discussed and explained here. Findings of this study show the impact of e-SCM processes on customer satisfaction. This study has been based on a literature review and opens the door for future researchers to further expand this field.

Citation
References
Agarwal A. and Shankar R., 2003. "Online trust building in e-Enabled Supply Chain", Supply Chain Management: An International Journal, Vol.8(4), pp.324-334. 

Amit R., and Zott C., 2001. "Value creation in e-business", Strategic Management Journal, Vol.22, pp.493-520

Arbin J.N., 2002. Scale development for E-Procurement Adoption Influence Tactics. Working Paper, 15th Annual IPSERA Conference, San Diego.

Barney D., 2002. "ERP system and implementation-process benefits Implications for B2B e-procurement", International Journal of Operations and Production Management, Vol.25(4), pp.304-319. 

Barratt M., and Rosdahl K., 2002. "Exploring business-to-business market sites", European Journal of Purchasing and Supply Management, Vol.8(2), pp.111-122.

Barry J., Girard G. and Perras C., 2013. "Logistics planning shifts into reverse", Journal of European Business, Vol.5, No.1, pp.34-38. 

Beckley D.K. and Logan W.B., 2008. The retail salesperson at work. Gregg publishing, New York, NY.
 
Boyer K. and Christopher M., 2001. "Strategic consensus in operations strategy", Journal of Operations Management, Vol.17, No.3, pp.289-305.

Boyer K.K. and Hult G.T., 2005. "Extending the supply chain: Integrating operations and marketing in the online grocery industry", Journal of Operations Management, Vol.23(6), pp.642-661. 

Brousseau E., 2010. Information technologies and inter-firm relationships: The spread of inter-organizational telematics systems and its impact on economic structure. Presented to the International Telecommunications Society, Venice, June.

Burke G.J. and Vakkaria A.J., 2002. Supply chain management. Internet encyclopedia. John Wiley, New York. 

Campbell A.J., 2003. "Creating customer knowledge competence: managing customer relationship management programs strategically", Industrial Marketing Management, Vol.32, pp.375-383

Carr A.S. and Smeltzer L.R., 2002. "The relationship between information technology use and buyer-supplier relationships: An exploratory analysis of the buying firm’s perspective", IEEE Transactions on Engineering Management, Vol.49(3), pp.293-304

Carter C.R. and Ellram L.M., 2008. "Reverse logistics: A review of the literature and framework for future investigation", Journal of Business Logistics, Vol.19, No.1, pp.85-102. 

Chen I.J. and Popovich K., 2003. "Understanding customer relationship management (CRM) -People, process and technology", Business Process Management, Vol.9(5), pp.672-688.

Chopra S., and Meindl P., 2001. Supply chain management: Strategy, planning, and operation. Upper Saddle River, NJ: Prentice-Hall.

Christopher M., 1998. Logistics and supply chain management: Strategies for reducing cost and improving service. London, Financial Times Pitman Publishing. 

Coelho FE, 2004. "Multiple channel systems in Services: Pros, cons and issues", The Service Industries Journal, Vol.24(5), pp.1-29 

Cooper M.C., Lambert D.M. and Pagh J.D., 1997. “Supply chain management: More than a new name for logistics”, International Journal of Logistics Management, Vol.8, No.1, pp.1-14.

Croom S., Brandon-Jones A., 2005. "E-Procurement: Key issues in e-procurement implementation and operation in the public sector", Journal of Public Procurement, Vol.5, No.3, pp.367-387. 

Croom S. and Johnston R., 2003. "E-Service: Enhancing internal customer service through e-procurement", International Journal of Service Industries Management. Volume 14, No.5, pp.539-555. 

Croom, S., 2000. "The impact of web-based procurement on the management of operating resources supply", The Journal of Supply Chain Management, Vol.36, No.1, pp.4-13.

Croom, S., 2001. "Restructuring supply chains through information channel innovation", International Journal of Operations and Production Management, Vol.21(4), pp.504-515.

Croom, S.R., 2005. "The impact of e-business on supply chain management", International Journal of Operations and Production Management, Vol.25(1), pp.55-73.
 
Crowley, J.A., 1998. "Virtual logistics: Transport in the market space", International Journal of Physical Distribution and Logistics Management, Vol.28(7), pp.547-574. 

Croxton K.L., Lambert D.M., García-Dastugue S.J., Rogers D.S., 2008. “The demand management process”, in Lambert, D.M, Supply chain management: Processes, partnerships, performance. Supply Chain Management Institute, Florida, pp.87-104.

Da Silveira G.J.C., 2003. "Towards a framework for operations management in e-commerce", International Journal of Operations and Production Management, Vol.23(2), pp.200-212. 

Daduna JR, Lenz B., 2005. "Online-shopping and changes in mobility", Distribution logistics: Advanced solutions to practical problems. Springer: Berlin, pp.65-84.
 
Davenport T.H., Harris J.G., De Long D.W., and Jacobson A.L., 2001. “Data  to knowledge to  results: Building an analytic capability”, California Management Review, Vol.43(2), pp.117-139.

De Boer L., Harink J., Heijboer G., 2002. "A conceptual model for assessing the impact of electronic procurement", European Journal of Purchasing and Supply Management, Vol.8(1), pp.25-33.

Dickie R.J., 2000.Customer relationship management: 1998 state of the marketplace review. Boulder, CO: Insight Technology Group.

Dinlersoz EM, and Hernandez-Murillo R., 2005. "The diffusion of electronic business in the United States", Federal Reserve Bank of St Louis Review, Vol.87(1), pp.11-34.
 
Dowlatshahi S., 2000. "Developing a theory of reverse logistics", Interfaces, Vol.30, No.3, May- June, pp.143-155. 

Dyer J., Dong S. and Wujin C., 2004. "Strategic supplier segmentation: The next “best practice” in supply chain management", California Management Review, Vol.40, No.2, pp.57-77.

Ellram L.M., Zsidisin G.A., 2002. "Factors that drive purchasing and supply management’s use of information technology", IEEE Transactions on Engineering Management, Vol.49(3), Aug pp.269-281.

Esper T.L., Ellinger A.E., Stank T.P., Flint D.J., Moon M., 2010. “Demand and supply integration: a conceptual framework of value creation through knowledge management”, Academy of Marketing Science, Vol.38(1), pp.5-18.

Evans P., Wurster T.S., 2000. Blown to Bits. How the new economics of information transforms strategy. Harvard Business School Press.

Fathy N., 2000. E-commerce: All about customer relationship management electronic commerce. Retrieved from: http://www.suite10.com/article.cfm/electronic_commerce/16952

Fernández I., 2003. Household waste collection: a case study. LOADO’2003. Proceedings of the Congress. 

Forrester R., 2005. The period vehicle routing problem with service choice. Working paper, Northwestern University, Evanston, IL 

Galbraith J. R., 2014. Designing the customer-centric organization: A guide to strategy, structure, and process. San Francisco: Jossey-Bass.

Giultinian J.P. and Nwokoye N.G., 2005. "Developing distribution channels and systems in the emerging recycling industries", International Journal of Physical Distribution, Vol.6, No.1, pp.28-38.
 
Giuntini R and Andel T., 2005. "Advance with Reverse Logistics: Part 1", Transportation and Distribution, Vol.36, No.2, pp.73-75. 

Graves S. and Sean P. Willems., 2000. "Optimizing strategic safety stock placement in supply chains", Manufacturing and Service Operations Management, Vol.2, No.1, pp.68-83.

Guide D.J., Jayaraman V. and Linton J.D., 2003. "Building contingency planning for closed-loop supply chains with product recovery", Journal of Operations Management,  Vol.21(3), pp.259-279. 

Gulati R., and Garino J., 2000. "Get the right mix of bricks and clicks", Harvard Business Review, Vol.78(3), pp.107-114. 

Gupta M., 2005. "Environmental management and its impact on the operations function", International Journal of Operations and Production Management, Vol.5, No.8, pp.34-51.

Handfield R.B. and Nichols, Jr.E.L., 2009. Introduction to supply chain management. Prentice-Hall, Englewood Cliffs, NJ.
 
Heijboer G., 2003. "Quantitative analysis of strategic and tactical purchasing decisions: Electronic purchasing", Determining the optimal rollout strategy. Chapter 8 (pp.162-189), Twente University Press.

Hillegersberg J.; Zuidwijk R.; Nunen J. and Eijk D., 2001. "Supporting return flows in the supply chain", Communications on the ACM, Vol.44, No.6, pp.74-79. 

Hilletofth P. and Ericsson D., 2007. “Demand chain management: next generation of logistics management”, Conradi Research Review, Vol.4 No. 2, pp.1-17.

Hilletofth P., Ericsson D., Christopher M., 2009. “Demand chain management: a Swedish industrial case study”, Industrial Management and Data Systems, Vol.109 No.9, pp.1179-1195.

Houlihan J., 2000. Supply chain management. 19th International Technical Conference,  BPICS. 

Jayaraman V., Patterson R.A. and Rolland E., 2003. "The design of reverse distribution networks: Models and solution procedures", European Journal of Operational Research, Vol.150, pp.128-149. 

Juttner U., Christopher M.C. and Baker S., 2007. “Demand chain management: Integrating marketing and supply chain management”, Industrial Marketing Management,Vol.36, No.3, pp.377-92.

Kaipia R., Korhonen H. and Hartiala H., 2006. “Planning nervousness in a demand supply network: An empirical study”, International Journal of Logistics Management, Vol.17, No.1, pp.95-113.

Kaplan R. and Norton D., 2006.The balanced scorecard, Boston, Massachusetts: Harvard Business School Press.

Kennedy K.N., Deeter-Schmelz D.R., 2001. "Descriptive and predictive analyses of industrial buyer’s use of online information for purchasing", Journal of Personal Selling and Sales Management, Vol.21(4), pp.279-290.

Keramati A., Mehrabi H. andMojir N., 2010. "A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation", Industrial Marketing Management, Vol.39, pp.1170-1185.

Keskinocak P. and Tayur S., 2001. "Quantitative analysis for internet-enabled supply chains", Interfaces, Vol.31(2), pp.70-89.

Kim J. Suh, E. Hwang H., 2003. "A model for evaluating the effectiveness of CRM using the balanced scorecard", Journal of Interactive Marketing, Vol.17(2), pp.5-19.

Knemeyer A.M., Ponzurick T.G., Logar C.M., 2002. "A qualitative examination of factors affecting reverse logistics system for end-life computers", International Journal of Physical Distribution and Logistics Management, Vol.32, No.6, pp.455- 479. 

Ko E., Kim S.H., Kim M. and Woo J.Y., 2008. "Organizational characteristics and the CRM adoption process", Journal of Business Research, Vol.61, pp.65-75.

Konsynski B.R., McFarlan F.W., 2010. "Information partnerships - shared data, shared scale", Harvard Business Review, Sept/Oct, pp.114-120.

Kotzab H. and Madlberger M., 2001. "European retailing in e-Transition? An empirical evaluation of web-based retailing - Indications from Austria", International Journal of Physical Distribution and Logistics Management, Vol.31(6), pp.440-462.

Lambert D.M. and Cooper M.C., 2000), “Issues in supply chain management”, Industrial Marketing Management, Vol.29 No.1, pp.65-83.

Lancioni R.A., Smith M.F., Olivia T.A., 2000. "The role of the internet in supply chain management", Industrial Marketing Management, Vol.29, pp.45-56. 

Lee H.L., 2002. "Aligning supply chain strategies with product uncertainties", California Management Review, Vol.44(3), pp.105-119. 

Lee H.L. and Whang S., 2001. "Winning the last mile of e-commerce", MIT Sloan Management Review, Vol.42(4), pp.54-62. 

Liao S-H; Cheng C-H, Liao W-B; Chen I-L., 2003. "A web-based architecture for implementing electronic procurement in military organisations", Technovation, Vol 23(6), pp.521-532. 

Lin B., Hsieh C-T., 2000. "Online procurement: implementation and managerial implications", Human Systems Management, Vol.19, pp.105-110. 

Lindgreen A., Palmer R., Vanhamme J. and Wouters J., 2006. "A relationship-management assessment tool: Questioning, identifying, and prioritizing critical aspects of customer relationships", Industrial Marketing Management, Vol.35, pp.57-71.

Lummus R. and Vokurka R., 1999. "Defining supply chain management: A historical perspective and practical guidelines", Industrial Management and Data Systems, Vol.99, pp11-17.

Lummus R.R., and Vokurka R.J., 2002. Making the right e-fulfillment decision Production and Inventory Management Journal, Vol.43(1/2), pp.50-55. 

Lynn G., and Reilly R., 2010. "Measuring team performance", Research Technology Management, March-April Vol.48(2), pp.48-56.

Madu C. and Madu A., 2002. "Dimensions of e-quality", International Journal of Quality and Reliability Management, Vol.19 No.3, pp.246-258. 

Malhotra A., 2005. "E-S-QUAL: A multiple-item scale for assessing electronic service quality",  Journal of Service Research, Vol.7 Issue 3, pp.213-233. 

Malone T., Yates J., Benjamin R., 2004. "The logic of electronic markets", Harvard Business Review, May-June, pp.166-171.

McManus S.A. 2002. "Understanding the incremental nature of e-procurement implementation at the state and local levels", Journal of Public Procurement, Vol.2(1), pp.5-28.  

Mentzer J.T., Moon M.A., 2005. Sales forecasting management: A demand management approach. Sage, Thousand Oaks. 

Mentzer J.T., Moon M.A., Estampe D., Margolis G., 2007. “Demand management”, In: Mentzer J.T., Myers M.B., Stank T.P, Handbook of Global Supply Chain Management, Sage, Thousand Oaks. 

Mishra A.N., Konana P., Barua A., 2007. "Antecedents and consequences of internet use in procurement: An empirical investigation of U.S. manufacturing firms", Information Systems, Vol.18(1), pp.103-120.

Moreno M. and Roberto J., 2005. "A process-based view for customer satisfaction", International Journal of Quality and Reliability Management, Vol.12, No.9, pp.154-169. 

Nelson D.R., Moody P.E., Stegner J., 2001. The purchasing machine: How the top ten companies use best practices to manage their supply chains. New York, NY: The Free Press. 

Nickels W.G., McHugh J.M., and McHugh S.M., 2008. Understanding business (8thed.). Boston: McGraw-Hill Irwin.

Nunes P.F., and Cespedes F.V., 2003. "The customer has escaped", Harvard Business Review, Vol.81(11), pp.96-105.

O’Neill M., Wright C. and Fitz F., 2001. "Quality evaluation in online service environments: An application of the importance performance measurement technique", Managing Service Quality, Vol.11, No.6, pp.402-417.  

Oliver R.K. and Webber M.D., 1992. Supply-chain management: Logistics catches up with strategy. Logistics: The Strategic Issues. M. Christopher. London, Chapman and Hall: pp.63-75. 

Osmonbekov T., Bello D.C., Gilliland D.I., 2002. "Adoption of electronic commerce tools in business procurement: Enhancing buying center structure and process", Journal of Business and Industrial Marketing. Vol.17(2), pp.151-166.

Prasad S. and Babbar S., 2000. "International operations management research", Journal of Operations Management, Vol.18, pp.209-247. 

Quale M., 2005. "The (real) management implications of e-procurement", Journal of General Management, Vol.31(1), pp23-39.

Rabinovich E., 2004. "Internet retailing Intermediation: A Multilevel analysis of inventory liquidity and fulfillment guarantees", Journal of Business Logistics, 25(2), pp.139-169. 

Rabinovich E., 2005. "Consumer direct fulfillment performance in Internet retailing: emergency transshipments and demand dispersion", Journal of Business Logistics, 26(1), pp.79-112. 

Rainbird M., 2004. “Demand and supply chains: the value catalyst”, International Journal of Physical Distribution and Logistics Management, Vol.34, No.3/4, pp.230-51.

Rajkumar T.M. 2001. "E-Procurement: Business and technical issues", Information Systems Management, Fall, Vol.18(4), pp.52-60.

Richard K.A., and Jones, E., 2008. "Customer relationship management: finding value drivers", Industrial Marketing Management, Vol.37, pp.120-130.

Rockart J., 2009. "Chief executives define their own data needs", Harvard Business Review, Vol.57(2), pp.238-241.

Romano P. and Vinelli A., 2001. "Quality management in a supply chain perspective: Strategic and operative choices in a textile-apparel network", International Journal of Operations and Production Management, Vol.21(4), pp.446-460. 

Rosenau, M., Griffin, A., Castellion, G., and Anschuetz, N., 2006. The PDMA Handbook of New Product development. John Wiley and Sons. 

Schermerhorn, J.R., 2008. Management (9th ed.). Hoboken, NJ: Wiley.

Shah D., Rust T.R., Parasuraman A., Staelin R. and Day G.S., 2006. "The path to customer centricity", Journal of Service Management, Vol.9(2), pp.113-124.

Shao B. and Yu T., 2004. The theory and practice of CRM. Tsinghua University Publishing Corporation, Beijing.

Söderlund M., 2008. "Customer satisfaction and its consequences on customer behaviour revisited The impact of different levels of satisfaction on word-of-mouth, feedback to the supplier and loyalty", International Journal of Service Industry Management, Vol.9(2), pp.169-188. 

Song M., and Parry M., 2006. "What separates Japanese new product winners from losers", Journal of Product Innovation Management, Vol.13, pp.422-439.

Starr M.K., 2003. "Application of POM to e-business: B2C e-Shopping", International Journal of Operations and Production Management,  Vol.23(1), pp.105-124. 

Stauss B., 2002. "The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction", Managing Service Quality, Vol.12(3), pp.173-183.

Subramaniam C., Shaw M.J., 2002. "A study of the value and impact of B2B E-Commerce: The case of web-based procurement", International Journal of Electronic Commerce, Vol.6(4), pp.19-40.

Sureshchandar G.S. andChennai N., 2002. "The relationship between service quality and customer satisfaction - a factor specific approach", Journal of Services Marketing, Vol.16 No. 4, pp.363-379. 

Szymanski D., 2011. "e-Satisfaction: An Initial Examination", Journal of Retailing, Vol.76(3) pp.309-322. 

Taylor D., 2006. “Demand management in agri-food supply chains”, International Journal of Logistics Management, Vol.17(2), pp.163-86. 

Tsay A.A. and Agrawal N., 2004. "Channel conflict and coordination in the E-commerce age", Production and Operations Management, Vol.13(1), pp.93-110. 

Ulrich K.T. and Eppinger S.D., 2011. Product design and development. McGraw-Hill.

Urban C. and Hauser J., 2013. Design and marketing of new products. New Jersey: Prentice-Hall.

Verhoef P., 2003. "Understanding the effect of customer relationship management efforts on customer retention and customer share development", Journal of Marketing, Vol.67, pp.30-45.

Vokurka R. and Zank G., 2001. "Critical success factors in e-business", Proceedings to the Thirtieth Annual Meeting of Western Decision Sciences Institute, pp.425-427.

Wallace D.W., Giese J.L., Johnson J.L., 2004. "Customer retailer loyalty in the context of multiple channel strategies", Journal of Retailing, Vol.80(4), pp.249-263. 

Walters D. and Rainbird M., 2004. “The demand chain as an integral component of the value chain”, Journal of Consumer Marketing, Vol.21 No.7, pp.465-75.

Webb K.L., 2002. "Managing channels of distribution in the age of electronic commerce", Industrial Marketing Management, Vol.31(2), pp.95-102. 

Wheatley M., 2003. "How to know if e-procurement is right for you; While some companies have achieved price reductions through online sourcing, the focus of e-procurement initiatives today is process efficiency. Here's how to decide if, what and how you should buy electronically", CIO. Vol.16(17), p.1. 

Wheelwright S. and Clark S., 2012. Revolutionizing product development. New York: The Free Press.

Wyld D.C., 2002. "The Electric Company: How the supply chain is being reinvented through the rapid application of e-procurement processes in the business-to-business arena", Management Research News, Vol.21(12), pp.22-23.

Zablah A.R., Bellenger D.N. and Johnston W.J., 2004. "An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon", Industrial Marketing Management, Vol.33, pp.475-489. 

Keywords Supply chain management processes, customer satisfaction, electronic supply chain management
DOI http://dx.doi.org/10.15208/beh.2016.11
Pages 141-163
Download Full PDF Download
  Previous Article | Back to Volume | Next Article
Share
Search in articles
Statistics
Journal Published articles
BEH 558
Journal Hits
BEH 1134714
Journal Downloads
BEH 41300
Total users online -