Customer Performance in the Supply Chain
In the supply chain the supplier is expected to meet the performance requirements of the customer. In order to develop true win-win relationships in the supply chain a customer should critically evaluate their own performance towards their suppliers and allow their suppliers to evaluate that performance as well. In this research note we investigate the performance requirements the customer should meet to satisfy the supplier. We first define customer and supplier performance measurement in the supply chain. Then we discuss the benefits of performance collaboration and introduce a framework for customer performance measures in a supply chain. This research is conceptual and makes the assumption that the buyer is willing to measure their own performance in the context of meeting the suppliers needs and to allow the supplier to measure the buyers performance. Supply chain research in the areas of customer service and customer satisfaction focus on meeting the buyers needs. We turn this research around and focus on the service the buyer provides to the supplier and the satisfaction the buyer has with that service.
Supply chain performance measurement supplier service supplier satisfaction
John K.Visich Qian-nong Gu Suhong Li Pedro M.Reyes
Management Department Bryant University, Smithfield, RI, USA Department of Management and Marketing Sam Houston State University, Huntsville, TX, USA Computer Information Systems Department Bryant University, Smithfield, RI, USA Department of Management & Entrepreneurship Baylor University, Waco, TX, USA
国际会议
香港·广州
英文
684-689
2010-07-25（万方平台首次上网日期，不代表论文的发表时间）