Integrating customer expectations into the development of business strategies in a supply chain environment

V.H.Y. Lo, D. Sculli, A.H.W. Yeung, Cheong Leung Yeung

Research output: Journal article publicationJournal articleAcademic researchpeer-review


Customer expectations in the clothing industry are often erratic and change rapidly because styles and fashions continually change. As a result, it is particularly important in such an industry to develop a customer-oriented supply chain management (CoSCM) framework. This CoSCM framework needs to integrate customer expectations into the development of business strategies along various business units in a supply chain, then narrow the gap between customer expectations and operational performance. Specifically, this paper studies the operating characteristics of the clothing industry in the Pearl River Delta (PRD) region, Southern China. It reports the findings solicited from industrial practitioners in the PRD clothing industry using the Delphi method. The paper concludes by presenting a CoSCM framework that can be used as a reference framework for the PRD clothing industry to enhance customer satisfaction.
Original languageEnglish
Pages (from-to)37-50
Number of pages14
JournalInternational journal of logistics : research and applications
Issue number1
Publication statusPublished - 2005


  • Customer-oriented supply chain management
  • Customer satisfaction
  • Delphi method
  • Pearl River Delta region
  • Clothing industry

ASJC Scopus subject areas

  • Management Information Systems
  • Computer Science Applications
  • Information Systems
  • Management Science and Operations Research
  • Control and Systems Engineering

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