A FRAMEWORK FOR MEASUREMENT OF QUALITY OF SERVICE IN SUPPLY CHAINS

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AZAR ADEL; ALI MOHAMMADLOU MOSLEM; MOGHBEL BAARZ ABBAS; AHMADI PARVIZ

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Journal: business managment perspective Year:2012 | Volume:2 | Issue:6 Page(s): 9-24

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Title

A FRAMEWORK FOR MEASUREMENT OF QUALITY OF SERVICE IN SUPPLY CHAINS

Author(s)

AZAR ADEL | ALI MOHAMMADLOU MOSLEM | MOGHBEL BAARZ ABBAS | AHMADI PARVIZ | Issue Writer Certificate

Keywords

SERVICE QUALITY

SUPPLY CHAIN MANAGEMENT

GAP ANALYSIS

MEASUREMENT

PERFORMANCE MEASURES

Abstract

The purpose of this paper is to highlight the importance of the concept of SERVICE QUALITY in a supply chain and present a framework for its MEASUREMENT. A literature review was conducted on key SERVICE QUALITY models and MEASUREMENT issues. Various dimensions related to the quality of service were explored. This was followed by in-depth exploratory interviews at different levels. Based on the insights gained, a conceptual framework for MEASUREMENT of quality of service in supply chain is presented. The paper presents a conceptual model of SERVICE QUALITY in supply chains based on GAP ANALYSIS. They include the gap between supplier and focal firm, focal firm and distributor, and distributor and customer. The assessment of quality of service in the supply chain is an attempt to cover the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This SERVICE QUALITY framework will be beneficial to researchers and practicing managers in identification of opportunities for improvements in SERVICE QUALITY. This paper explores research in the less explored area and offers practical help to researchers and practitioners in providing a direction for SERVICE QUALITY improvement in the supply chain.

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APA: Copy

AZAR, ADEL, ALI MOHAMMADLOU, MOSLEM, MOGHBEL BAARZ, ABBAS, & AHMADI, PARVIZ. (2012). A FRAMEWORK FOR MEASUREMENT OF QUALITY OF SERVICE IN SUPPLY CHAINS. JOURNAL OF BUSINESS MANAGEMENT PERSPECTIVE (MANAGEMENT PERSPECTIVE), 2(6), 9-24. SID. https://sid.ir/paper/683302/en

Vancouver: Copy

AZAR ADEL, ALI MOHAMMADLOU MOSLEM, MOGHBEL BAARZ ABBAS, AHMADI PARVIZ. A FRAMEWORK FOR MEASUREMENT OF QUALITY OF SERVICE IN SUPPLY CHAINS. JOURNAL OF BUSINESS MANAGEMENT PERSPECTIVE (MANAGEMENT PERSPECTIVE)[Internet]. 2012;2(6):9-24. Available from: https://sid.ir/paper/683302/en

IEEE: Copy

ADEL AZAR, MOSLEM ALI MOHAMMADLOU, ABBAS MOGHBEL BAARZ, and PARVIZ AHMADI, “A FRAMEWORK FOR MEASUREMENT OF QUALITY OF SERVICE IN SUPPLY CHAINS,” JOURNAL OF BUSINESS MANAGEMENT PERSPECTIVE (MANAGEMENT PERSPECTIVE), vol. 2, no. 6, pp. 9–24, 2012, [Online]. Available: https://sid.ir/paper/683302/en

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