Services supply chain management and organisational performance

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The study aims to identify effective performance measures for service supply chain management (SSCM) and develop a performance measurement framework (PMF) tailored to the unique aspects of services, applicable to both parties in service contracts. Using an exploratory, sequential, mixed-method strategy, the research unfolded in three phases. The first phase involved analyzing two case studies from a dyadic perspective through semi-structured interviews to assess current SSC performance measures. The second phase included two global surveys of 121 service and manufacturing companies to gauge the importance of specific measures. The final phase comprised three additional case studies, again utilizing semi-structured interviews to uncover best practices in service performance. The findings revealed four key performance measure dimensions prioritized by service providers and manufacturers: dependability, quality, responsiveness, and assets & cost. The study also proposes best practices for addressing critical performance measures. By viewing service systems as a supply chain network of various actors, the research identifies suitable performance measures for SSC. The outcome is a comprehensive SSC PMF featuring 30 performance measures and best practices aimed at enhancing service delivery, along with an implementation model for the PMF.