Purpose – To demonstrate the linkage between Porter's cluster theory and supply chain management, and provide evidence of their potential joint positive impact on competitiveness and firm performance. Design/methodology/approach – The paper examines the linkage between cluster theory and...

Purpose – The purpose of this paper is to show how to identify red flags in letters responding to customer complaints and demonstrate elements of effective response letters. Design/methodology/approach – Using actual form letter responses, the paper shows how to identify weaknesses in form...

Purpose – While there have been numerous studies on the antecedents and consequences of service quality, there has been little investigation of the moderators of service quality. The purpose of this study is to demonstrate the effects of two moderators: service convenience and the social...

Purpose – The purpose of this research is to empirically investigate the role of firm size in the use of e‐procurement applications that vary in their ability to facilitate supply chain integration. Design/methodology/approach – The sample was drawn from members of the Institute for Supply...

Purpose – To examine the changes in just‐in‐time (JIT) purchasing practices over time. Design/methodology/approach – The evaluation of changes in JIT purchasing practices was done through a longitudinal study. The first study was performed in 1989. The second study was performed almost a...

A Just‐in‐Time system crosses functional lines and therefore requires support throughout the organisation. A survey of one‐hundred firms actively pursuing JIT implementation found relatively high commitment from top and middle level management. Lack of functional support, especially from...

The concept and importance of supply chain management (SCM) has been introduced and described at length in the literature. Several mostly conceptual definitions of SCM were found. To classify these multiple definitions and extend SCM to include a process orientation a conceptual model of SCM...

Supply managers must manage many risks in their increasingly competitive environments. Traditionally this meant buffering against uncertainties, which sub‐optimized operational performance. Risk management can be a more effective approach to deal with these uncertainties by identifying...

With ever-increasing competitive pressures, growing numbers of firms use electronic procurement (e-procurement) in an attempt to reduce costs and increase profitability. Academicians and practitioners alike agree that one of the most important benefits of e-procurement is its ability to...

Quick response (QR) systems are being implemented by retail firms at an ever quickening pace throughout the USA. While dramatic changes occur throughout the retail company adopting QR strategies, it is the buyers and buyers’ assistants that are more affected by these changes than other...