Service supply chain management: a behavioural operations perspective

• Published in: Modern supply chain research and applications Vol. 1; no. 1; pp. 28 - 53
• Main Authors: Liu, Weihua, Wang, Di, Long, Shangsong, Shen, Xinran, Shi, Victor
• Format: Journal Article
• Language: English
• Published: Bingley Emerald Group Publishing Limited 01.01.2019; Emerald Publishing
• Subjects: behavioural operations; Customer relationship management; Customer services; Decision making; Interdisciplinary aspects; Keywords; Literature reviews; Manufacturing; Operations management; Performance management; research agenda; Research methodology; Service industries; service industry; service supply chain management; Supply chain management
• ISSN: 2631-3871; 2631-3871
• DOI: 10.1108/MSCRA-01-2019-0003

Purpose The purpose of this paper is to provide an overview of the evolution of service supply chain management from a behavioural operations perspective, pointing out future research directions for scholars. Design/methodology/approach This study searched five databases for relevant literature published between 2009 and 2018, selecting 64 papers for this review. The selected literature was categorised according to two dimensions: a service supply chain link perspective and a behavioural factor perspective. Comparative analysis was used to identify gaps in the literature, and five future research agendas were proposed. Findings In terms of the perspective of service supply chain link, extant literature primarily focuses on service supply and service co-ordination management, and less on service demand and integration management. In terms of the behavioural factor’s perspective, most focus on classic behaviour factors, with less attention paid to emerging behaviour factors. This paper thus proposes five research agendas: demand-oriented management and integrated supply chain-oriented behavioural research; broadening the understanding of the scope of behavioural operations; integrating the latest backgrounds and trends of service industry into the research; greater attention to behavioural operations in service sub-industries; and multimethod combination is encouraged to be used to dig into the interesting research problems. Originality/value This study constitutes the first systematic review of service supply chain research from a behavioural perspective. By categorising the literature into two dimensions, the state of existing research is evaluated with an eye towards future research avenues.