Operationalization & Measurement of Service Quality in Manufacturing Supply Chains: A Conceptual Framework

In recent years, several changes in market place, such as increasing diversity and competition, have stimulated theory and practice in supply chain management. The quality of services rendered along the supply chain would help in developing loyal customers, resulting in enhanced business performance. Research demonstrates that service quality (SQ) has strong linkages with business performance, cost reduction, feeling of delight, trust and loyalty among partners and consequently leads to profitability. However, the service dominance perspective that establishes the importance of intangible aspects such as service and relationship is still to be widely embraced in the manufacturing sector. The scholarly attention accorded to service quality in manufacturing is still in its nascence. Against this preamble, this paper aims to bring out a tailor-made framework to evaluate service quality at different dyads of the supply chain. This paper conceptualizes the SQ as a multidimensional construct which operates at interface of supplier-manufacturer, manufacturer-employee, and manufacturer-distributor.