Data-driven supply chains, manufacturing capability and customer satisfaction

作者：Chavez, Roberto; Yu, Wantao; Jacobs, Mark A.; Feng, Mengying^*

来源：Production Planning & Control, 2017, 28(11-12): 906-918.

DOI：10.1080/09537287.2017.1336788

• Data-driven supply chains
• manufacturing capability
• customer satisfaction
• China

While recent conceptual research and consultancy white papers have suggested that analysing and interpreting data in the supply chain could potentially lead to the creation of competitive advantage, its exploratory nature demands empirical investigation. Drawing upon the resource-based view, this study empirically investigates the linkages between data-driven supply chains, manufacturing capability and customer satisfaction. The survey data for this study were gathered from China's manufacturing industry and analysed using structural equation modelling. Results suggest that data-driven supply chains are positively associated with multiple manufacturing capability dimensions (i.e. quality, delivery, flexibility and cost), which in turn, lead to customer satisfaction improvement. While delivery appears to have no significant effect on customer satisfaction, quality, flexibility and cost are significantly and positively associated with customer satisfaction. This study provides insight into the connection between supply chain big data intelligence and both operational and organisational performance improvement.

• 出版日期2017
• 单位重庆交通大学