Service Supply Chains: A Customer Perspective

Roger Maull, Joana Geraldi, Robert Johnston

Research output: Contribution to journalJournal articleResearchpeer-review


Given the central role of customers in services, it is striking that the predominant view of service supply chain management is primarily based on the perspective of the organization. In this conceptual study, we explore the conceptualization and management of service supply chains from a customer perspective, that is, how a customer manages, coordinates and integrates service provision to create value. We have taken a systems thinking lens, and in particular Checkland's characterization of systems (1981), to guide our analysis, worldview, boundaries, hierarchies and mechanisms of control. As a result of this perspective, we have identified eight features of service supply chains and suggested four research opportunities.
Original languageEnglish
JournalJournal of Supply Chain Management
Issue number4
Pages (from-to)72–86
Number of pages15
Publication statusPublished - 2012
Externally publishedYes


  • Services
  • Supply chain management
  • Customer's role in services
  • Systems thinking

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