Purpose – This paper seeks to understand business requirements for supply chain risk management (SCRM) from a practitioner perspective. Design/methodology/approach – Based on the findings from an exploratory quantitative survey and qualitative focus group discussions with supply chain...

Purpose – The purpose of this paper is to develop and apply the sequential incident laddering technique as a novel approach for measuring customer service experiences. The proposed approach aims to correspond with the concept's theoretical foundation in the extant literature....