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The vulnerability and resilience of service quality management in food supply chains: Lessons from unstructured data on food-safety cases

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  • Wu, Pei-Ju

Abstract

Whole supply chains can be disrupted by food-related problems within them. Nevertheless, few studies have used real-world cases to identify food supply chains’ service-quality vulnerabilities or build their resilience. To help fill that gap, and proceeding from the hypothesis that a data-driven approach might be the most effective means of doing so, this study proposes a novel three-phase business-analytics approach to assessing such vulnerabilities and resilience, using a cutting-edge data-driven methodology grounded in theories. Its analytical results suggest that the three most important food-chain service-quality vulnerabilities are contamination, labeling, and inspection. They further indicate that information- and adaptability-based strategies work best for addressing labeling and inspection problems, whereas contamination can be more effectively dealt with using resilience strategies that are rooted in relationships. The proposed approach was found capable of deriving a set of vulnerability- and resilience-related best practices from a large stockpile of unstructured textual data.

Suggested Citation

  • Wu, Pei-Ju, 2024. "The vulnerability and resilience of service quality management in food supply chains: Lessons from unstructured data on food-safety cases," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    • Handle: RePEc:eee:joreco:v:80:y:2024:i:c:s0969698924001929
    DOI: 10.1016/j.jretconser.2024.103896
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