Supply chain management in service industry: A process capabilities perspective

Sakun Boon-Itt, Chee Yew Wong, Wing Yan Wong

Research output: Chapter in book / Conference proceedingConference article published in proceeding or bookAcademic researchpeer-review


This paper develops and tests the measurement scales for service supply chain management (SSCM) process capability constructs. An extensive literature review and interviews were conducted to define the constructs and initial measurement items. The measurement items were refined by using the Q-sort method. Confirmatory factor analyses of a large-scale survey confirmed the unidimensionality, reliability, and validity of the multidimensional construct of SSCM process capability. The findings show that SSCM process capability consists of seven-dimensional constructs, each represented by a unidimensional multi-item scale Practitioners may use the scales to benchmark and develop their capabilities in managing SSCM processes beyond the typical internal service supply chain capabilities. The development of measurement scales elevates the service operations field, which previously relies on largely conceptual frameworks and descriptive accounts of SSCM processes. The measurement scales of SSCM process capability can be also used by future empirical studies to advance theory in service supply chains.
Original languageEnglish
Title of host publicationIEEM 2015 - 2015 IEEE International Conference on Industrial Engineering and Engineering Management
PublisherIEEE Computer Society
Number of pages5
ISBN (Electronic)9781467380669
Publication statusPublished - 18 Jan 2016
EventIEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2015 - Singapore, Singapore
Duration: 6 Dec 20159 Dec 2015


ConferenceIEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2015


  • empirical measurement methodology
  • process capability
  • scale development
  • Service supply chain

ASJC Scopus subject areas

  • Business, Management and Accounting (miscellaneous)
  • Industrial and Manufacturing Engineering
  • Safety, Risk, Reliability and Quality

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