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How Social Capital, Supply Chain Integration, and Customer Loyalty Affect Performance

Author

Listed:
  • Mask, Rickey
  • Works, Richard

Abstract

This study identifies a common variable from supplier to consumer within the firms and supply chains of the Northeastern United States. Social capital appears to be significant from supply chain all the way to the consumer. Retail firms and consumers within the Northeast were chosen as the diversity of cultures and population density were ideal to provide the 405 participant population in this study. The study argues that social capital mediates the relationship between supply chain integration and firm performance within the supply chain. Findings were similar to that of previous works in the manufacturing and service industries; however, the results of this study were unique as they directed the focus of the research instruments on the retail industry.

Suggested Citation

  • Mask, Rickey & Works, Richard, 2018. "How Social Capital, Supply Chain Integration, and Customer Loyalty Affect Performance," MPRA Paper 91332, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:91332
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    File URL: https://mpra.ub.uni-muenchen.de/91332/1/MPRA_paper_91332.pdf
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    References listed on IDEAS

    as
    1. Merlo, Omar & Bell, Simon J. & Menguc, Bulent & Whitwell, Gregory J., 2006. "Social capital, customer service orientation and creativity in retail stores," Journal of Business Research, Elsevier, vol. 59(12), pages 1214-1221, November.
    2. Li, Suhong & Ragu-Nathan, Bhanu & Ragu-Nathan, T.S. & Subba Rao, S., 2006. "The impact of supply chain management practices on competitive advantage and organizational performance," Omega, Elsevier, vol. 34(2), pages 107-124, April.
    3. Yongqiang Sun & Yulin Fang & Kai H. Lim & Detmar Straub, 2012. "User Satisfaction with Information Technology Service Delivery: A Social Capital Perspective," Information Systems Research, INFORMS, vol. 23(4), pages 1195-1211, December.
    4. Chuda Basnet, 2013. "The measurement of internal supply chain integration," Management Research Review, Emerald Group Publishing Limited, vol. 36(2), pages 153-172, January.
    5. He, Yuanqiong & Lai, Kin Keung, 2012. "Supply chain integration and service oriented transformation: Evidence from Chinese equipment manufacturers," International Journal of Production Economics, Elsevier, vol. 135(2), pages 791-799.
    6. M. Balaji, 2015. "Investing in customer loyalty: the moderating role of relational characteristics," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 17-40, March.
    7. Srivastava, Mala & Kaul, Dimple, 2016. "Exploring the link between customer experience–loyalty–consumer spend," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 277-286.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Social capital; supply chain; customer loyalty; performance; retail industry;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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    This paper has been announced in the following NEP Reports:

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