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Developing the framework of sustainable service supply chain balanced scorecard (SSSC BSC)

Author

Listed:
  • Fahimeh Aliakbari Nouri
  • Mohsen Shafiei Nikabadi
  • Laya Olfat

Abstract

Purpose - The purpose of this paper is to provide a framework to assess the sustainability of service supply chains (SC) based on the concept of the balanced scorecard and three dimensions of sustainability, namely economic, social, and environmental performance. Design/methodology/approach - After reviewing the literature and interviewing the experts, the preliminary list of identified general criteria is categorized in the four perspectives. Then, to select the most important factors in hospital SC, 15 experts evaluated the identified criteria by questionnaires of Fuzzy Delphi Method. Then, interpretative structural modeling was applied to identify the interrelations between the perspectives and between the criteria. Findings - The framework includes four perspectives, financial; service SC operations; stakeholders’ satisfaction in the direction of sustainability; and learning, growth, and innovation, to improve the SC for sustainability in the service industry. According to the results, the identified criteria are interrelated. Practical implications - The paper provides an important reference to assess the sustainability of service SCs. It will be beneficial in strategic and operational decision-making in service industries. Originality/value - Reviewing the literature shows that the concept of sustainability of service SCs is still immature. The paper is a preliminary effort to identify the general criteria of sustainability and their interrelations in the service sector. The presented general framework links the financial measures with the environmental and social measures. It helps to maintain the balance between the sustainability goals for the service SC managers. It can be modified and applied in different service sectors.

Suggested Citation

  • Fahimeh Aliakbari Nouri & Mohsen Shafiei Nikabadi & Laya Olfat, 2018. "Developing the framework of sustainable service supply chain balanced scorecard (SSSC BSC)," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 68(1), pages 148-170, December.
    • Handle: RePEc:eme:ijppmp:ijppm-04-2018-0149
    DOI: 10.1108/IJPPM-04-2018-0149
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    Citations

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    Cited by:

    1. Luis Jesús Córdova-Aguirre & Juan Manuel Ramón-Jerónimo, 2021. "Exploring the Inclusion of Sustainability into Strategy and Management Control Systems in Peruvian Manufacturing Enterprises," Sustainability, MDPI, vol. 13(9), pages 1-17, May.
    2. Fahimeh Aliakbari Nouri & Mohsen Shafiei Nikabadi & Laya Olfat, 2019. "The Role of Supply Chain Features in the Effectiveness of Sustainability Practices in the Service Supply Chain: Application of Fuzzy Rule-Based System," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 18(03), pages 867-899, May.
    3. Turkan Muge Ozbekler & Yucel Ozturkoglu, 2020. "Analysing the importance of sustainability‐oriented service quality in competition environment," Business Strategy and the Environment, Wiley Blackwell, vol. 29(3), pages 1504-1516, March.
    4. Chiara Mio & Antonio Costantini & Silvia Panfilo, 2022. "Performance measurement tools for sustainable business: A systematic literature review on the sustainability balanced scorecard use," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(2), pages 367-384, March.
    5. Mohammad Reza Seddigh & Sajjad Shokouhyar & Fatemeh Loghmani, 2023. "Approaching towards sustainable supply chain under the spotlight of business intelligence," Annals of Operations Research, Springer, vol. 324(1), pages 937-970, May.
    6. Manju Saroha & Dixit Garg & Sunil Luthra, 2022. "Analyzing the circular supply chain management performance measurement framework: the modified balanced scorecard technique," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 13(2), pages 951-960, June.
    7. Muhammad Ridwan Andi Purnomo & Adhe Rizky Anugerah & Bella Taradipa Dewipramesti, 2020. "Sustainable Supply Chain Management Framework in a Higher Education Laboratory using Intuitionistic Fuzzy Cognitive Map," Post-Print cirad-02907401, HAL.

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