A Framework for Exploring the Global Performance of Service Supply Chain Management

Abstract

Contemporary managerial thinking and practices have been developed in an economic context dominated by industrial logic. This logic conceals the imposing weight of services. Logistics is an activity that is undergoing major changes due to new technologies and managerial innovations. The advent of the supply chain service (SSCM), as a dual concept combining both traditional supply operations and the coordination of various resources, with a view to customer satisfaction, while integrating constraints of time, capacity, shared resources, and co-production, has turned logistics research upside down. The purpose of this chapter is to establish a qualitative analysis of the impact of MCSS practices on the performance of the service company. The theoretical analysis and the review of interviews show that SSCM approaches differ, and that company performance is viewed differently depending on each SSCM practice, and also depending on the multiple facets of this performance. Based on this qualitative review, several observations are identified.