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Does high supply chain integration enhance customer response speed?

Author

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  • Ai-Hsuan Chiang
  • Wun-Hwa Chen
  • Soushan Wu

Abstract

The capability of customer response speed is commonly employed by firms that wish to strengthen their relationship with customers in order to maintain a high level of service in a hypercompetitive environment of rapidly changing technology. Improved customer response speed also helps manufacturers respond more rapidly to satisfy customer needs. However, does high level of supply chain integration with customers have positive impact on customer response speed? This study proposes a conceptual model to examine antecedents to better firm performance, with customer response speed as a mediator. The conceptual model was empirically tested using data collected from 809 manufacturing companies in the Greater China Region. The results show that the nature of the relationship between customer integration and customer response speed may vary substantially from one area to another. Also, customer response speed mediates between customer integration and firm performance in China and Taiwan.

Suggested Citation

  • Ai-Hsuan Chiang & Wun-Hwa Chen & Soushan Wu, 2015. "Does high supply chain integration enhance customer response speed?," The Service Industries Journal, Taylor & Francis Journals, vol. 35(1-2), pages 24-43, January.
    • Handle: RePEc:taf:servic:v:35:y:2015:i:1-2:p:24-43
    DOI: 10.1080/02642069.2014.979406
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    Cited by:

    1. Li, Siyu & Huo, Baofeng & Han, Zhaojun, 2022. "A literature review towards theories and conceptual models of empirical studies on supply chain integration and performance," International Journal of Production Economics, Elsevier, vol. 250(C).
    2. Aziz Barhmi & Omar Hajaji, 2023. "Multidisciplinary Approach to Supply Chain Resilience: Conceptualization and Scale Development," Central European Business Review, Prague University of Economics and Business, vol. 2023(5), pages 43-69.
    3. Osama Mohamed Ahmed Enad & Salah Murtada Abdelrahman Gerinda, 2022. "Enhancing financial performance of the banks: the role of customer response and operations management," Journal of Innovation and Entrepreneurship, Springer, vol. 11(1), pages 1-16, December.
    4. Li, Siyu & Zhao, Xiande & Huo, Baofeng, 2018. "Supply chain coordination and innovativeness: A social contagion and learning perspective," International Journal of Production Economics, Elsevier, vol. 205(C), pages 47-61.

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