SERVICE SUPPLY CHAIN PERFORMANCE IN MALAYSIAN NATIONAL CAR SERVICE CENTRES: THE ROLE OF SERVICE SUPPLY CHAIN MANAGEMENT PRACTICES, SERVICE INNOVATION CAPABILITY AND VALUE CO-CREATION

JANTENG, JALUDIN (2020) SERVICE SUPPLY CHAIN PERFORMANCE IN MALAYSIAN NATIONAL CAR SERVICE CENTRES: THE ROLE OF SERVICE SUPPLY CHAIN MANAGEMENT PRACTICES, SERVICE INNOVATION CAPABILITY AND VALUE CO-CREATION. Doctoral thesis, UNIVERSITI SAINS MALAYSIA.

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Abstract

Service supply chain is a business strategy from the perspective of supply chain management. It enables organisations to achieve competitive advantage and profitability. However, studies on service supply chain performance measurement are limited in literature. Therefore, the aim of this study is to investigate the relationship of service supply chain management practices towards service supply chain performance through the mediating role of service innovation capability. To develop a comprehensive view of service supply chain, value co-creation is included in the research model as moderating variable in enhancing service supply chain performance. Resource-based and Relational theory were used to explain the relationship among variables in the proposed model. A total of 240 questionnaires were distributed and 150 questionnaires were collected and can be used for the data analysis phase. The data were analyzed using Structural Equation Modeling (SEM) approach using SmartPLS software (v.3.2.8). The findings show that service innovation capability is influenced by demand management, order process management, and information technology management. In addition, the service supply chain performance is influenced by the service innovation capability. The study also found that service innovation capability plays a significant role as mediator between information technology management and service supply chain performance. Lastly, value co-creation was confirmed not moderate the relationship between service innovation capability and service supply chain performance.

Item Type:	Thesis (Doctoral)
Subjects:	Social Sciences > Industries. Land use. Labor > HD28 Management. Industrial Management Social Sciences > Transportation and Communications Social Sciences > Finance Technology > Motor vehicles. Aeronautics. Astronautics
Depositing User:	ENCIK SAIFUL FADZLY JAMALUDIN
Date Deposited:	16 Oct 2026 13:33
Last Modified:	16 Oct 2026 13:33
URI:	https://repositori.mohe.gov.my/id/eprint/482

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