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The effects of supply chain integration on customer satisfaction and financial performance: An organizational learning perspective

Yu, W., Jacobs, M.A., Salisbury, W.D., Enns, H. (2013) The effects of supply chain integration on customer satisfaction and financial performance: An organizational learning perspective. International Journal of Production Economics, 146 (1). pp. 346-358. ISSN 0925-5273. (doi:10.1016/j.ijpe.2013.07.023) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)
Official URL
http://dx.doi.org/10.1016/j.ijpe.2013.07.023

Abstract

Within the context of supply chain integration this study illuminates the role of customer satisfaction and associated performance impacts through the lens of organizational learning theory. This study investigates the relationships among internal integration, external integration (i.e. with customers and suppliers), customer satisfaction, and financial performance using survey data collected from 214 manufacturing firms in China. The results suggest that internal integration significantly influences both dimensions of external integration, customer and supplier integration; and that supplier integration is significantly and positively related to financial performance. The results also show that customer satisfaction is significantly and positively related to financial performance and fully mediates the relationship between customer integration and financial performance. Consistent with organizational learning theory the study shows that internal integration is an enabler for external integration which suggests that companies need to progress from good internal practices and processes to effective management of external processes. In particular this study positions the benefits of integration as accruing from learning and financial performance being correlated to information flows. This study suggests that integration is the mechanism whereby information is transmitted and subsequently synthesized. The contextualization and organization afforded through internal integration facilitates determining what information to bring in from outside the organization and knowing what to do with the information when it arrives. Hence a contribution of this study is to tie supply chain integration to the literature and principles of organizational learning theory thereby opening a new perspective on the topic. © 2013 Elsevier B.V.

Item Type: Article
DOI/Identification number: 10.1016/j.ijpe.2013.07.023
Additional information: Unmapped bibliographic data: LA - English [Field not mapped to EPrints] J2 - Int J Prod Econ [Field not mapped to EPrints] AD - Norwich Business School, University of East Anglia, 102 Middlesex Street, London E1 7EZ, United Kingdom [Field not mapped to EPrints] AD - University of Dayton School of Business, 300 College Park, Dayton, OH 45469, United States [Field not mapped to EPrints] DB - Scopus [Field not mapped to EPrints]
Uncontrolled keywords: China, Customer satisfaction, External integration, Financial performance, Internal integration, China, Customer integrations, Effective management, Financial performance, Manufacturing firms, Organizational learning, Supplier integration, Supply-chain integration, Customer satisfaction, Finance, Industry, Knowledge management, Sales, Supply chains, Integration
Subjects: H Social Sciences > HF Commerce > HF5351 Business
Divisions: Faculties > Social Sciences > Kent Business School
Depositing User: Wantao Yu
Date Deposited: 09 Sep 2015 11:11 UTC
Last Modified: 29 May 2019 15:59 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/50428 (The current URI for this page, for reference purposes)
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