طراحی چارچوبی برای اندازه‌گیری کیفیت خدمات در زنجیره‌ تامین

نوع مقاله : مقاله پژوهشی

نویسندگان

1 استاد، دانشگاه تربیت مدرس.

2 دانش‌آموخته دکتری، دانشگاه تربیت مدرس.

3 دانشیار، دانشگاه تربیت مدرس.

4 استادیار، دانشگاه تربیت مدرس.

چکیده

هدف از این مقاله نشان دادن اهمیت مفهوم کیفیت خدمات در زنجیره‌ تامین و ارائه چارچوبی برای اندازه‌گیری آن است. بر این اساس با مرور مدل‏های کلیدی کیفیت خدمات، ابعاد و ابزارهای سنجش آن‏ها مطالعه و با مصاحبه‏های اکتشافی عمیق در سطوح مختلف پیگیری شدند. بر اساس این بینش ایجاد شده، مجموعه‏ای از متغیرها و یک مدل مفهومی برای اندازه‌گیری کیفیت خدمات در زنجیره‌ تامین ارائه شده است. این مدل مبتی بر تحلیل شکاف است که در طول زنجیره‌ تامین گسترش یافته و شامل شکاف بین تأمین‌کننده و شرکت مرکزی، شرکت مرکزی و توزیع‌کننده، و توزیع‌کننده و مشتری می‌شود. مطالعه روی کیفیت خدمات در زنجیره‌ تامین تلاشی است برای پوشش دادن به حوزه‏هایی که کمتر مورد توجه بوده و انتظار می‏رود برای محققین دیگر انگیزاننده باشد که در این مسیر تحقیق کنند. چارچوب ارائه شده، هم برای محققان و هم برای مدیران عملیاتی زنجیره‌ تامین مفید خواهد بود تا بر اساس آن فرصت‏های بهبود کیفیت خدمات را شناسایی کنند.

کلیدواژه‌ها

عنوان مقاله [English]

A Framework for Measurement of Quality of Service in Supply Chains

نویسندگان [English]

  • Adel Azar 1
  • Moslem Alimohammadlou 2
  • Abbas Moghbel Baarz 3
  • Parviz Ahmadi 4
1 Professor, Tarbiat Modares University.
2 Ph.D., Tarbiyat Modares University.
3 Associate Professor, Tarbiat Modares University.
4 Assistant Professor, Tarbiyat Modares University.
چکیده [English]

The purpose of this paper is to highlight the importance of the concept of service quality in a supply chain and present a framework for its measurement. A literature review was conducted on key service quality models and measurement issues. Various dimensions related to the quality of service were explored. This was followed by in-depth exploratory interviews at different levels. Based on the insights gained, a conceptual framework for measurement of quality of service in supply chain is presented. The paper presents a conceptual model of service quality in supply chains based on gap analysis. They include the gap between supplier and focal firm, focal firm and distributor, and distributor and customer. The assessment of quality of service in the supply chain is an attempt to cover the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This service quality framework will be beneficial to researchers and practicing managers in identification of opportunities for improvements in service quality. This paper explores research in the less explored area and offers practical help to researchers and practitioners in providing a direction for service quality improvement in the supply chain.

کلیدواژه‌ها [English]

  • Service Quality
  • Supply Chain Management
  • Gap Analysis
  • Measurement
  • Performance Measures

مراجع

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