The role of interpersonal relationships in service supply chain integration
By David Loseby MCIOB (Chartered CM), FAPM, FCMI, FCIPS Chartered, FRSA
What is the impact of such IPR dimensions such as personal affection, personal credibility and personal communication play in the whole Service Supply chain Integration (SSCI) process?
The research shows that service products exhibit unique characteristics that can be summarised as “IHIPCD”: intangibility, heterogeneity, inseparability, and perishability, customer participation and difficulty of quality dimension evaluation.
These special attributes are essential when approaching product-centric Supply Chain Management (SCM) practices to customer-oriented Service Supply Chain Management (SSCM). Accordingly, Supply Chain Integration (SCI) is regarded as an efficient and effective approach to improving the performance of supply chains. However, a significant gap in the research on SCI in the service sector has overlooked the influences of individual behaviour and Interpersonal Relationships (IPR). As we know from research and personal experience human behaviour is not purely rational and hence the complexity induced by this must recognise a multiplicity of dimensions and not a singular one. Therefore, the research in this area recognises that to achieve superior performance, firms must achieve SCI by synthesizing all three SCI dimensions: strategic alliances, information integration, and process integration.
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