Record Details

IMPACT OF INTERNATIONAL PRESENCE ON SERVICE SUPPLY CHAIN QUALITY

International Journal of Supply Chain Management

View Archive Info
 
 
Field Value
 
Title IMPACT OF INTERNATIONAL PRESENCE ON SERVICE SUPPLY CHAIN QUALITY
 
Creator Gnanlet, Adelina; California State University, Fullerton
Yayla-Kullu, H. Muge
 
Description In this paper, we study the implications of international operations on the quality of airline service supply chain at the regional level. As a first study, we take an operations viewpoint of “how well the work is done” and explore multiple quality dimensions of the service supply chain at both international and regional level. In particular, we study the service quality of supplier (ground) services, in-flight products, in-flight entertainment systems, and flight attendants’ efficiencies. We use a global airlines dataset and quality assessments provided by a renowned quality-audit organization to test our hypotheses. We find that when an airline serves international market segment in addition to its regional operations, the quality of the service supply chain also gets better in the regional market.  When managers design and manage service quality expectations in multiple market segments, service quality expectations in higher market segment influences the service quality in lower market segment.
 
Publisher International Journal of Supply Chain Management
 
Contributor —
 
Date 2013-09-29
 
Type Peer-reviewed Article
 
Format application/pdf
 
Identifier http://ojs.excelingtech.co.uk/index.php/IJSCM/article/view/798
 
Source International Journal of Supply Chain Management; Vol 2, No 3 (2013): International Journal of Supply Chain Management (IJSCM)
 
Language en
 
Rights The copyright of the contribution is transferred to IJSCM in case of acceptance. The copyright transfer covers the exclusive right to reproduce and distribute the contribution, including reprints, translations, photographic reproductions, microform, electronic form, or any other reproductions of similar nature.The Author may publish his/her contribution on his/her personal Web page provided that he/she creates a link to the mentioned volume of IJSCM.The Author may not publish his/her contribution anywhere else without the prior written permission of the publisher unless it has been changed substantially. The Author warrants that his/her contribution is original, except for such excerpts from copyrighted works as may be included with the permission of the copyright holder and author thereof, that it contains no libellous statements, and does not infringe on any copyright, trademark, patent, statutory right, or propriety right of others.The Author also agrees for and accepts responsibility for releasing this material on behalf of any and all co-authors.