The effects of an integrated supply chain management on customer service, customer value, and firm performance

• Main Authors: Li-ping Chen, 陳俐頻
• Other Authors: Kun-huang Yeh
• Format: Others
• Language: en_US
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/08676549107810848511

碩士 === 大同大學 === 事業經營學系(所) === 94 === Supply chain management (SCM) is the integration of key business processes among a network of interdependent suppliers, manufacturers, distribution centers, and retailers in order to improve the flow of goods, services, and information from original suppliers to final customers, with the objectives of reducing system-wide costs while maintaining required service levels. Successful SCM coordinates and integrates all of these activities into a seamless process. Supply chains should be managed in an integrated manner. Integrated SCM focuses on managing relationships, information, and material flow across organizational borders to cut costs and enhance flow. This study focuses on integrated SCM and uses it as main research construct. And then uses structural equation model (SEM) analysis method to validate the relationship among four main constructs of integrated SCM, customer service (CS), customer value (CV), and firm performance (FP). The research uses 1000 manufacturing companies in Taiwan reported by CommonWealth Magazine on May 1 2004 as research subjects. The survey samples are chosen form five industries including computer peripherals and components, semiconductor, computer system, electronics, communications and internet, and photonics. According to the analytic result of hypotheses test, integrated SCM will significantly positively affect on customer service and firm performance, customer service will positively enhance customer value and customer value will positively increase firm performance.