Institut for Forretningsudvikling og Teknologi

Ismail Golgeci

Does supply chain agility create customer value and satisfaction for loyal B2B business and B2C end customers?

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Dokumenter

DOI

  • David M. Gligor, University of Mississippi
  • ,
  • Siddik Bozkurt, Osmaniye Korkut Ata University
  • ,
  • Ismail Golgeci
  • Michael Maloni, Kennesaw State University
Purpose
Despite the recent wealth of supply chain agility literature, scholars have yet to thoroughly examine its impacts on the customer experience. To address this gap, we assess the effects of supply chain agility on customer value and customer satisfaction, including the moderating role of customer loyalty, from the perspectives of both business customers (B2B) and end customers (B2C).

Design/methodology/approach
We used multivariate regression analysis to evaluate direct, indirect, and conditional effects across survey responses from 148 senior-level supply chain managers (buyers) (Study 1) and 170 end customers (i.e., consumers) (Study 2).

Findings
The results reveal that supply chain agility retains a direct link to both B2B and B2C customer value and satisfaction. However, a higher level of customer loyalty reduces the strength of these relationships, signifying that agility is less important with established customers. In this respect, agility is important to attract new customers, but more agility is not always beneficial once the customer relationship is established.

Originality/value
The current study is among the first to examine end customer response to supply chain agility. The findings complement existing literature by providing novel insights into the impacts of supply chain agility on both business customers (B2B) and end customers (B2C).
OriginalsprogEngelsk
TidsskriftInternational Journal of Physical Distribution & Logistics Management
Vol/bind50
Nummer7/8
Sider (fra-til)721-743
Antal sider23
ISSN0960-0035
DOI
StatusUdgivet - aug. 2020

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