Dynamic,customer-oriented improvement of supply networks |
| |
| Institution: | 1. Department of Production Management, Vienna University of Economics and Business Administration, Pappenheimgasse 35/5, A-1200 Wien, Austria;2. Department of Business Statistics, Friedrich Schiller University Jena, Carl-Zeiss-Strasse 3, D-07743 Jena, Germany;1. Department of Systems Engineering and Engineering Management, City University of Hong Kong, 83 Tat Chee Avenu, Kowloon Tong, Hong Kong;2. Centre for Systems Informatics Engineering, City University of Hong Kong, 83 Tat Chee Avenu, Kowloon Tong, Hong Kong;3. School of Management, Hefei University of Technology, Hefei, Box 270, Hefei 230009, Anhui, PR China;4. Key Laboratory of Process Optimization and Intelligent Decision-making, Ministry of Education, Hefei, Box 270, Hefei 230009, Anhui, PR China;1. Department of marketing and logistics management, Yu Da University, No. 168, Hsueh-fu Road, Chao-chiao, Miao-li, Taiwan, ROC;2. Department of International Business Administration, Chienkuo Technology University, Changhua, Taiwan, ROC;1. Department of Marketing, College of Business Administration, The University of Texas-Pan American, 1201 West University Drive, Edinburg, TX 78539, USA;2. College of Business, Ohio University, Copeland Hall 639, Athens, OH 45701, USA;3. College of Business, Ohio University, Copeland Hall 306, Athens, OH 45701, USA |
| |
| Abstract: | The paper considers the dynamic coordination of a supply network consisting of one supplier company and multiple customer companies. The ongoing business relationships are based on general contracts. But also the informal understandings and agreements that are facilitated by ongoing business relationships are taken into account: the supplier tries to reduce the prevailing information asymmetry by performing regular customer satisfaction surveys. This information together with the contract attributes is used by the supplier to improve the performance of its business processes and/or the contract attributes that contribute the most to improving total customer satisfaction. We propose a four-stage decision-making procedure which is mainly based on statistical analyses (dependency analysis, logit model) and a managerial procedure describing whether the supplier should renegotiate the contract with a specific customer to improve the performance of the overall network. The statistical analysis is illustrated by a real-world case study of a medium-sized German company and its customers. |
| |
| Keywords: | |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
