The effects of an integrative supply chain strategy on customer service and financial performance: an analysis of direct versus indirect relationships

This study examines the performance implications of an integrated supply chain strategy, with customer service performance followed by financial performance as performance constructs. Two major components of an integrated supply chain strategy are identified and defined: (1) integrative information...

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Bibliographic Details
Published in:Journal of operations management 2003-12, Vol.21 (5), p.523-539
Main Authors: Vickery, Shawnee K, Jayaram, Jayanth, Droge, Cornelia, Calantone, Roger
Format: Article
Language:English
Subjects:
Automobile industry
Customer service performance
Customer services
Electronic procurement
Financial performance
Mathematical models
Structural equations modeling
Studies
Suppliers
Supply chain integration
Supply chain management
Supply chains
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Summary:This study examines the performance implications of an integrated supply chain strategy, with customer service performance followed by financial performance as performance constructs. Two major components of an integrated supply chain strategy are identified and defined: (1) integrative information technologies, which is modeled antecedent to (2) supply chain integration. The research model was tested using data from a sample ( n=57) of the top 150 independent first tier automotive suppliers to the Big 3 in North America. The results showed positive direct relationships between (1) integrated information technologies and supply chain integration, (2) supply chain integration and customer service, and (3) customer service and firm performance. The relationship of supply chain integration to financial performance was indirect, through customer service; i.e., customer service was found to fully (as opposed to partially) mediate the relationship between supply chain integration and firm performance for first tier suppliers in the automotive industry.
ISSN:0272-6963
1873-1317
DOI:10.1016/j.jom.2003.02.002