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The Management of the Service Supply Chain
University of Gävle, Faculty of Engineering and Sustainable Development, Department of Industrial Development, IT and Land Management.
University of Gävle, Faculty of Engineering and Sustainable Development, Department of Industrial Development, IT and Land Management.
2014 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

The main topic of this thesis is to study the connection between Service Supply Chain Management (SSCM) and Customer Satisfaction (CS). The study is based on the factors of SSCM for receiving CS and its implementation.One of the major contributions to the connection between SSCM and CS has been the awareness to flexibly and efficiently manage logistics and deliver to the end user in time and at the same to achieve an increased brand image/reputation for the company. SSCM is an essential part of a company's inventory management and it's supply chain. On the other hand, CS is an integral part of a business as making consumers content and meeting their requirements is crucial for a business' survival. SSCM and CS are inextricably linked.In this thesis, Walmart has been used as the case for the authors to carry out the research. Because of the unique feature of the Chinese retail market, the Chinese retail market has been also discussed as the business background of Walmart. The first-hand data has been offered from interview by E-mail and social website to the staff of Walmart and 90 feedbacks of questionnaire. The literature review and qualitative analysis have been used to analyze the case for research. The importance of SSCM in dealing with CS and its implementation has been explored in this thesis.

Place, publisher, year, edition, pages
2014. , 51 p.
Keyword [en]
supply chain, service supply chain management, customers’ satisfaction
National Category
Transport Systems and Logistics
Identifiers
URN: urn:nbn:se:hig:diva-21403OAI: oai:DiVA.org:hig-21403DiVA: diva2:919070
Subject / course
Industrial engineering and management
Educational program
Industrial management and logistics – bachelor’s programme (swe or eng)
Supervisors
Examiners
Available from: 2016-04-20 Created: 2016-04-12 Last updated: 2016-04-20Bibliographically approved

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fulltext(1164 kB)205 downloads
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Transport Systems and Logistics

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • sv-SE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf