Διαχείρηση εφοδιαστικής αλυσίδας στις υπηρεσίες.

Abstract

Recent studies on operations management tend to show an increasing interest in services, due to their high importance in developed economies. Supply chain management (SCM) is considered to be of vital importance for the efficient function of organizations, because it adds value in the supply system. Moreover, it helps organizations gain and maintain competitive advantage among their competitors. Limited studies though, focused on SCM of service organizations. Therefore, a literature review was conducted to collect the findings concerning Service Supply Chain Management (SSCM). This thesis aims to present the need of creating a SSCM framework and the reason that is differentiated from traditional SCM. Also, it aims to examine customers’ role in the SSCM-due to their importance in the chain- and how greater customer satisfaction can be succeeded. The added value of the thesis is that, it tries to collect all findings from previous studies concerning SSCM in one, and pinpoint possible gaps. All of them, leading to a theoretical common framework of SSCM. The basic findings from the study were that, despite the fact that efforts have been made to create a common-theoretical-framework for services; there is no extended research on its application.