Service Supply Chain Systems: A Systems Engineering Approach, 1st Edition (Paperback) book cover

Service Supply Chain Systems

A Systems Engineering Approach, 1st Edition

Edited by Tsan-Ming Choi

CRC Press

156 pages

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Supply chain management is a well-developed area. The traditional supply chains are dynamic systems which include the forward and reverse flows of physical products and the related information and fund. However, a service supply chain is different because the real "product" may take the form of a "service" which implies that many traditionally crucial decisions in supply chain management such as product shipping problems are no longer important. Here, a service supply chain is defined as a supply network that transfers resources into services or servitised products, with or without physical products, to satisfy customer needs. As a result, managing a service supply chain system requires innovative strategies with new models. Currently, there is an absence of a comprehensive reference source that provides the state-of-the-art findings on this important topic. It will thus be significant to develop a well-balanced edited volume that includes both theoretical results (from different perspectives) and application cases/studies on service supply chain systems.

This book is a pioneering text on service supply chain systems. It features papers which adopt the systems engineering approach in conducting service supply chain analysis. It includes both theoretical results (from different perspectives) and application cases/studies on service supply chain systems. It will be a good reference book for industrialists and academics who are interested in the service industry, service operations, service management, and service sciences.


"This is a pioneering book in the area of service supply chain systems by using a system engineering approach. Scholars, students, practioners all can learn how to manage service supply chain after reading this book. Thus, this book is great reference book for people who are interested in the service operations management."

Prof. Bin Shen, Assistant Professor in the department of Electronic Commerce and Logistics, Donghua University, China.

"Tsan-Ming Choi has emerged as a leading figure in Service Supply Chain research. This book adds to his earlier work, he has collected works from scientists around the world, looking at service supply chains from many different, some very original, perspectives. We find inputs on classical (in normal supply chains) subjects such as coordination, management accounting, power structures and resilience, but also more unique subjects such as the use of signs as services and the relationship to big data in services. In addition, there are several chapters purely about, or related to, applications. Readers used to supply chain research, but unfamiliar with service supply chains may find the applied chapters very useful to really grasp the peculiarity of supply chains without physical products, or services attached to, but different from, the physical products they service.

This is a good book to have for those of us who teach logistics or supply chains as a means to find examples of service supply chains and what makes them different from other supply chains."

Professor Stein W. Wallace, professor of operational research at the Norwegian School of Economics, Bergen, Norway.

Table of Contents

Part I: Introduction

1 Service supply chain management –A systems engineering approach

1.1 Introduction

1.2 Theoretical avances

1.3 Industrial applications and cases

1.4 Concluding remarks

Part II: Theoretical advances

2 Dynamic coordination of service supply chains

2.1 Introduction

2.2 Reviews of control theory applicability to service supply chain coordination

2.3 Structure dynamics control approach

2.4 Technical model

2.4.1 Model M1

2.4.2 Model M2

2.4.3 Feedback control implementation with the help of RFID

2.5 Conclusion

3 Signs in service supply

3.1 Signs render service, when they imply meaning

3.1.1 Signs are ubiquitous

3.1.2 Characteristics of signs

3.1.3 Signs and their referent

3.1.4 Signs and practices working together

3.2 Signs render service, when they imply activities

3.3 Signs render service, when they imply imaginations, inventions in particular

3.4 Conclusions and open questions

4 Challenges to management accounting in the new paradigm of service

4.1 Introduction

4.2 The pillars of service evolution and the implications for management accounting

4.2.1 Servitization

4.2.2 Service-dominant logic

4.2.3 Service science

4.3 The role of management accounting in the service environment: In search of new directions

4.3.1 Cost accounting issues considering the emerging service framework Costing and value Costing in service offerings Costs and revenues linkage

4.3.2 Performance and value distribution in the “new’’ emerging Service framework Performance in servitization Measuring value co-created and pricing

4.4 Management accounting shifting from SDL to GDL: Taking stock and looking ahead

4.5 Conclusions

5 Managing service supply chains in the big data era: A system of systems perspective

5.1 Introduction

5.2 System of systems

5.3 Important technologies for service supply chains operations

5.4 Key principles

5.5 Conclusion

Part III: Industrial applications and cases

6 Evaluation of discrete event simulation software to design and assess service delivery processes

6.1 Introduction

6.2 The design of services

6.2.1 Service as a process

6.2.2 Service engineering

6.3 Simulation in the service context

6.3.1 Main aspects of simulation in the service domain

6.3.2 Existing work related to simulation and services

6.3.3 Simulation software for the service field

6.4 The comparison methodology

6.4.1 Evaluation criteria for the simulation packages

6.4.2 The food shop case

6.5 Main results and discussion

6.6 Conclusions

7 The impact of power structure on service supply chain management

7.1 Introduction

7.2 Literature review

7.3 Case study 1: A retail service supply chain with a mixed dual-channel

7.3.1 Retailer’s pricing decision Integrated pricing policy Decentralized pricing policy The choice of pricing policy

7.3.2 Supplier Stackelberg model

7.3.3 Retailer Stackelberg model

7.3.4 Vertical Nash model

7.3.5 Effect of power structure on retail supply chain management

7.4 Case study 2: Mobile phone supply chain management

7.4.1 Free channel models

7.4.2 Bundled channel models Telecom service Operator Stackelberg model Vertical Nash model Manufacturer Stackelberg (MS) model

7.4.3 The effect of power structure on mobile phone service supply chain management

7.5 Conclusions

8 Resilience and complexity in a maritime service supply chain’s everyday operation

8.1 Introduction

8.2 Service supply chain management and the maritime transportation domain

8.2.1 Vessel Traffic Service – A maritime information service system

8.3 VTS as a service only supply chain

8.3.1 Resilience engineering and supply chain management

8.4 Functional resonance analysis method

8.5 Understanding everyday operations and adaption in the VTS

8.5.1 Everyday operations as linear processes

8.5.2 Everyday operations through the lens of FRAM

8.6 Discussion

8.7 Concluding remarks

9 Fast fashion retail operations services: An empirical study from consumer perspectives

9.1 Introduction

9.2 Literature review

9.2.1 Related literature

9.2.2 The empirical model and hypotheses

9.3 Methodology

9.4 Empirical data analysis and findings

9.4.1 Customer perception towards fast fashion and customer involvement

9.4.2 Leading strategies to customer involvement

9.4.3 Customer involvement and customer attitudes

9.5 Concluding remarks and implications

9.5.1 Research Implications from Hypothesis

Subject index

About the Editor

Dr. Tsan-Ming Choi (Jason) is currently a Professor in Fashion Business at The Hong Kong Polytechnic University and has been active as an Associate Professor at The Hong Kong Polytechnic University until June 2014. Over the past few years, he has actively participated in a variety of research projects on supply chain management and applied optimization. He has authored/edited ten books and guest-edited twelve special issues for various leading journals on related topics, and has published over 100 papers in peer-refereed academic journals such as Annals of Operations Research, Automatica, Computers and Operations Research, Decision Support Systems, European Journal of Operational Research, IEEE Transactions on Automatic Control, IEEE Transactions on Automation Science and Engineering, IEEE Transactions on Industrial Informatics, IEEE Transactions on Systems, Man, and Cybernetics (Parts A, B, C; Systems), International Journal of Production Economics, International Journal of Production Research, Journal of the Operational Research Society, Omega, Production and Operations Management, Service Science (INFORMS Journal), Supply Chain Management, Textile Research Journal, Tourism Management, Transportation Research, etc.

He is currently an area editor/associate editor/guest editor of Annals of Operations Research, Asia-Pacific Journal of Operational Research, Decision Sciences, Decision Support Systems, European Management Journal, IEEE Transactions on Systems, Man, and Cybernetics - Systems, Information Sciences, Journal of Fashion Marketing and Management, Journal of the Operational Research Society, Production and Operations Management, and various other operations management and information systems journals. He is also an executive committee member of professional organizations such as IEEE-SMC (HK) and POMS (HK). He received the President's Award for Excellent Achievement of The Hong Kong Polytechnic University in November, 2008 (the most prestigious award for a faculty member at the university level). He is a member of various internationally renowned professional organizations such as IEEE, INFORMS, ITAA, and POMS.

About the Series

Communications in Cybernetics, Systems Science and Engineering

Communications in Cybernetics, Systems Science and Engineering is a cross-disciplinary book series devoted to theoretical and applied research contributions to cybernetics, systems science and engineering. The series aims to publish the highest quality monographs and edited volumes on the most recent advances and innovative applications in the relevant areas of investigation, catering to a rapidly growing worldwide interest in a cybernetic and systemic methodology with an ever-increasing capacity to deal with new challenges in a way that traditional science cannot. The CCSSE series aims to become a comprehensive theoretical, practical, international, multi- and interdisciplinary database of, reference work on and guide to issues in these fields of research and the strategies required for better implementation in the context of environmental protection and sustainable social and economic development. Communications in Cybernetics, Systems Science and Engineering aims at all working in the theoretical and applied fields of cybernetics, systems science and engineering, e.g. academics, researchers and consultants in cybernetics and systems, computer and information scientists, development and systems engineers, mathematicians, librarians, management cyberneticists and systemists, medical scientists, educators, and intelligent and manufacturing engineers in industry. It will also be of interest to leading decision- and policy-makers.

Michael C. Jackson, University of Hull, UK
Jerzy Jozefczyk, Wroclaw University of Technology, Poland
Doncho Petkov, Eastern Connecticut State University, USA
Vladimir Tsurkov, Russian Academy of Sciences, Russia
Shouyang Wang, Chinese Academy of Sciences, P.R. China

The principal areas covered by the Communications in Systems Science and Engineering series include, but are not limited to:
1) All fields of systems research, cybernetics and the interdisciplinary study of cybernetics and systems in the widest sense, such as: Artificial intelligence • Automation and robotics • Biocybernetics • Complex and fuzzy systems • Computer simulation • Cross-disciplinary problem-solving • Cybernetics/systems analysis modeling and simulation • Ecosystems • Information theories • Interrelations  between cybernetics/systems and other sciences • Management cybernetics and systems (including soft systems methodology, Ackoff’s interactive planning, Churchman’s theory of inquiring systems, and other approaches) • Natural language • Philosophy of cybernetics and systems • Theoretical and experimental knowledge of various categories of systems, such as adaptive, anticipatory, autopoietic, cellular, chaotic, dynamic, economic and social, hierarchical, immune-like, intelligent, knowledge-based, learning, neural, quantum, self-organizational, self-producing and self-referential;

2) All areas of systems engineering and the spectrum of engineering activity, decision-making, management of products and services, and processes of all types. Focused on comprehensive approaches to practical applications and developments of "hard" and "soft" systems and cybernetic methodologies, including, but not limited to: Cognitive ergonomics • Conceptual architecture • Configuration management during system development • Decision-making • Environmental policy • Human-machine interaction • Identification of user requirements and technological specifications • Integration of new systems with legacy systems • Integrated product and process development • Issue formulation analysis and modeling • Modeling of uncertainty, maintenance over an extended lifecycle and re-engineering of systems • Multicriteria decision-making • Numerical simulation and qualitative modeling of complex systems • Risk assessment and safety • Sustainable development • System identification, operational test and evaluation • Systems analysis, engineering processes and methods such as optimization, modeling and simulation • Trade-off of design concepts.

C.L. Philip Chen, University of Macau, P.R. China
Zengru Di, Beijing Normal University, P.R. China
Raul Espejo, Syncho Ltd. and World Organization of Systems and Cybernetics, UK
Keith W. Hipel, University of Waterloo, Canada
Baoding Liu, Tsinghua University, China
Nagendra Nagarur, State University of New York at Binghamton, USA
John Pourdehnad, University of Pennsylvania, USA
Brian Howard Rudall, Institute of the World Organisation of Systems and Cybernetics and Bangor University, UK
Rudolf Scheidl, Johannes Kepler University of Linz, Austria
Markus Schwaninger, Institute of Management, University of St. Gallen, Switzerland

Learn more…

Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Customer Relations
BUSINESS & ECONOMICS / Purchasing & Buying
TECHNOLOGY & ENGINEERING / Operations Research