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Examining the impact of electronic supply chain management processes on customer satisfaction: A literature review

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  • Shamout, Mohamed Dawood
  • Emeagwali, Okechukwu Lawrence

Abstract

This paper aims to discuss a collection of empirical studies examining the impact of electronic supply chain management (e-SCM) processes on customer satisfaction. A review of the relevant literature has shown that a limited number of previous studies has attempted to identify the impact of e-SCM processes on customer satisfaction. Thus, the obtained data from the secondary source will be discussed and explained here. Findings of this study show the impact of e-SCM processes on customer satisfaction. This study has been based on a literature review and opens the door for future researchers to further expand this field.

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  • Shamout, Mohamed Dawood & Emeagwali, Okechukwu Lawrence, 2016. "Examining the impact of electronic supply chain management processes on customer satisfaction: A literature review," Business and Economic Horizons (BEH), Prague Development Center (PRADEC), vol. 12(3).
    • Handle: RePEc:ags:pdcbeh:264616
    DOI: 10.22004/ag.econ.264616
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    References listed on IDEAS

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    2. Abhay Nath Mishra & Prabhudev Konana & Anitesh Barua, 2007. "Antecedents and Consequences of Internet Use in Procurement: An Empirical Investigation of U.S. Manufacturing Firms," Information Systems Research, INFORMS, vol. 18(1), pages 103-120, March.
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    4. Ko, Eunju & Kim, Sook Hyun & Kim, Myungsoo & Woo, Ji Young, 2008. "Organizational characteristics and the CRM adoption process," Journal of Business Research, Elsevier, vol. 61(1), pages 65-74, January.
    5. Shad Dowlatshahi, 2000. "Developing a Theory of Reverse Logistics," Interfaces, INFORMS, vol. 30(3), pages 143-155, June.
    6. Pinar Keskinocak & Shidhar Tayur, 2001. "Quantitative Analysis for Internet-Enabled Supply Chains," Interfaces, INFORMS, vol. 31(2), pages 70-89, April.
    7. Filipe J. Coelho & Chris Easingwood, 2004. "Multiple channel systems in services: pros, cons and issues," The Service Industries Journal, Taylor & Francis Journals, vol. 24(5), pages 1-29, September.
    8. Emin M. Dinlersoz & Ruben Hernandez-Murillo, 2005. "The diffusion of electronic business in the United States," Review, Federal Reserve Bank of St. Louis, vol. 87(Jan), pages 11-34.
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