Can Supply Chain Management Practices Influence Customer Satisfaction and Loyalty

Chavez, R., Yu, W., Feng, M., & Wiengarten, F. (2016). The effect of customer?centric

green supply chain management on operational performance and customer satisfaction.Business Strategy and the Environment,25(3), 205-220.

This study found that customer pressure leads to better operational performance and customer satisfaction in automobile manufacturers in China by evaluating links between customer-centric green supply chain management (GSCM) and other factors, such as customer pressure and performance outcomes (like operational performance and customer satisfaction). The study will be relevant to this research because it associates customer satisfaction with SCM in a meaningful way.

Ellinger, A., Shin, H., Northington, W. M., Adams, F. G., Hofman, D., & O'Marah, K.

(2012). The influence of supply chain management competency on customer satisfaction and shareholder value.Supply Chain Management: An International Journal.

The authors sought to establish evidence of a link between supply chain management and firm performance. They found that companies which are routinely recognized by peers and experts for superior SCM tend to achieve higher levels of customer satisfaction and shareholder value than their peers in their respective industries. The study is valuable for this research because it blends different dataqualitative and quantitativeto arrive at its conclusion.

Haque, M., & Islam, R. (2013). Effects of Supply Chain Management Practices on

Customer Satisfaction: Evidence from Pharmaceutical Industry of Bangladesh.Global Business & Management Research,5.

The authors explain that SCM practices can impact customer satisfaction in the pharmaceutical industry. Their research focuses on how SCM practices impact customer satisfaction in terms of specific dimensions. They used quantitative data obtained through the survey method in the pharma industry in Bangladesh. 160 participants took part in the study. The authors found that three dimensions of SCM (collaboration and information sharing, logistics design and IT infrastructure, organizational culture) impact customer satisfaction but only the first two have an effect.

Heikkil, J. (2002). From supply to demand chain management: efficiency and customer

satisfaction.Journal of operations management,20(6), 747-767.

The authors show that in order to maintain good customer satisfaction and efficient supply chain management, fast-growing industries need to have a good relationship between customers and suppliers. Their approve involves using the case study approach, and the main takeaway is that flexibility and being able to adapt...…literature review and then obtained data from another source to fill in gaps in the research. The authors indicate that e-SCM is important for managing customer satisfaction and their study is relevant to this research because it supports the overall aim and provides empirical data along with a quality literature review that can be useful in offering context for analysis and history of the topic.

Yu, W., Jacobs, M. A., Salisbury, W. D., & Enns, H. (2013). The effects of supply chain

integration on customer satisfaction and financial performance: An organizational learning perspective.International Journal of Production Economics,146(1), 346-358.

This study found that a company's internal integration affects their external integration (with customers and suppliers) which in turn affects customer satisfaction and financial performance. The main take-away from the study is that internal integration significantly influences both dimensions of external integration, customer and supplier integration; and that supplier integration is significantly and positively related to financial performance. The study is useful and relevant to the topic because it examines SCM from the context of finances and organizational objectives.