The effect of supply chain responsiveness on customer development

PurposeThe study examines how supply chain responsiveness (logistics process responsiveness, operations systems responsiveness and supplier network responsiveness) impacts the ability of firms to attract, satisfy and retain customers.Design/methodology/approachUsing a quantitative approach, a total...

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Bibliographic Details
Published in:The international journal of logistics management 2021-10, Vol.32 (4), p.1190-1213
Main Authors: Asamoah, David, Nuertey, Dorcas, Agyei-Owusu, Benjamin, Akyeh, Joseph
Format: Article
Language:English
Subjects:
Alliances
Brand equity
Collaboration
Competition
Competitive advantage
Customer retention
Customers
Logistics
Marketing
Product development
Structural equation modeling
Suppliers
Supply chain management
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Summary:PurposeThe study examines how supply chain responsiveness (logistics process responsiveness, operations systems responsiveness and supplier network responsiveness) impacts the ability of firms to attract, satisfy and retain customers.Design/methodology/approachUsing a quantitative approach, a total of 250 questionnaires were distributed to firms in the Kumasi metropolis in the Ashanti Region of Ghana, with 100 useable responses retrieved. The effect of supply chain responsiveness on customer development was analysed using partial least squares structural equation modelling.FindingsThe findings showed that operations systems responsiveness and supplier network responsiveness drive the logistics systems responsiveness of firms as hypothesized. It was also revealed that operations systems responsiveness and logistics process responsiveness enhanced customer development, but supplier network responsiveness did not. Logistics process responsiveness additionally partially mediated the effect of operations systems responsiveness on customer development.Originality/valueTo the best of the researchers' knowledge, no previous studies have empirically examined interrelationships between the dimensions of supply chain responsiveness. Additionally, no previous study has examined the effect of supply chain responsiveness on customer development.
ISSN:0957-4093
1758-6550
DOI:10.1108/IJLM-03-2020-0133