How to cite this paper
Gandhi, S., Sachdeva, A & Gupta, A. (2019). Supplier service quality in supply chains of Indian SMEs: A dual direction dyadic perspective.Uncertain Supply Chain Management, 7(2), 289-310.
Refrences
Amad, L. C., Hamid, A. B. A., Salleh, N. M., & Choy, C. S. (2008). Adapting buyer-supplier relationship practices in the local industry. Asian Academy of Management Journal, 13(2).
Arasli, H., Mehtap-Smadi, S., & Turan Katircioglu, S. (2005). Customer service quality in the Greek Cypriot banking industry. Managing Service Quality: An International Journal, 15(1), 41-56.
Autry, C. W., & Golicic, S. L. (2010). Evaluating buyer–supplier relationship–performance spirals: A longitudinal study. Journal of Operations Management, 28(2), 87-100.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the academy of marketing science, 16(1), 74-94.
Benton, W. C., & Maloni, M. (2005). The influence of power driven buyer/seller relationships on supply chain satisfaction. Journal of Operations Management, 23(1), 1-22.
Carr, A. S., & Pearson, J. N. (1999). Strategically managed buyer–supplier relationships and performance outcomes. Journal of operations management, 17(5), 497-519.
Carr, A. S., Kaynak, H., Hartley, J. L., & Ross, A. (2008). Supplier dependence: impact on supplier's participation and performance. International Journal of Operations & Production Management, 28(9), 899-916.
Carr, C. L. (2007). The FAIRSERV model: Consumer reactions to services based on a multidimensional evaluation of service fairness. Decision Sciences, 38(1), 107-130.
Chen, Y. J. (2011). Structured methodology for supplier selection and evaluation in a supply chain. Information Sciences, 181(9), 1651-1670.
Cooper, M. C., & Ellram, L. M. (1993). Characteristics of supply chain management and the implications for purchasing and logistics strategy. The International Journal of Logistics Management, 4(2), 13-24.
Corsten, D., & Felde, J. (2005). Exploring the performance effects of key-supplier collaboration: an empirical investigation into Swiss buyer-supplier relationships. International Journal of Physical Distribution & Logistics Management, 35(6), 445-461.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 55-68.
DeWitt, T., Giunipero, L. C., & Melton, H. L. (2006). Clusters and supply chain management: the Amish experience. International Journal of Physical Distribution & Logistics Management, 36(4), 289-308.
Ehigie, O. B. (2006). Correlates of customer loyalty to their bank: a case study in Nigeria. International Journal of Bank Marketing, 24(7), 494-508.
Flynn, B. B., Sakakibara, S., Schroeder, R. G., Bates, K. A., & Flynn, E. J. (1990). Empirical research methods in operations management. Journal of operations management, 9(2), 250-284.
Ganesan, P. (2007). Service Quality, Customer Satisfaction and Loyalty: Indian Public Sector Bank’s Branch Level Study. Panda TK and Donthu N Marketing in the New Global Order: Challenges and Opportunities.
Gonzalez, M. E., Quesada, G., & Mora Monge, C. A. (2004). Determining the importance of the supplier selection process in manufacturing: a case study. International Journal of Physical Distribution & Logistics Management, 34(6), 492-504.
Govindan, K., Kannan, D., & Noorul Haq, A. (2010). Analyzing supplier development criteria for an automobile industry. Industrial Management & Data Systems, 110(1), 43-62.
Grant, D. B. (2005). The transaction-relationship dichotomy in logistics and supply chain management. In Supply Chain Forum: An International Journal, 6(2), 38-48.
Gupta, M., Choudhary, A. K., & Alam, M. S. (2014). Effect of trust, satisfaction and other relationship dimensions on supplier relationship management. Review of Integrative Business and Economics Research, 3(2), 17.
Gupta, T. K., & Singh, V. (2015). A systematic approach to evaluate supply chain management environment index using graph theoretic approach. International Journal of Logistics Systems and Management, 21(1), 1-45.
Gupta, T. K., & Singh, V. (2017). Measurement of service quality of automobile organisation by artificial neural network. International Journal of Management Concepts and Philosophy, 10(1), 32-53.
Hair Jr, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2010). SEM: An introduction. Multivariate data analysis: A global perspective, 629-686.
Hansen, M. T., & Nohria, N. (2004). How to build collaborative advantage. MIT Sloan Management Review, 46(1), 22.
Holl, A. (2008). Production subcontracting and location. Regional Science and Urban Economics, 38(3), 299-309.
Hooper, D., Coughlan, J., & Mullen, M. (2008). Structural equation modelling: Guidelines for determining model fit. Articles, 2.
Hox, J. J., & Bechger, T. M. (1998). An introduction to structural equation modeling.
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management, 32(3), 250-269.
Jagdev, H. S., & Thoben, K. D. (2001). Anatomy of enterprise collaborations. Production planning & control, 12(5), 437-451.
Johnsen, T. E. (2009). Supplier involvement in new product development and innovation: Taking stock and looking to the future. Journal of Purchasing and Supply Management, 15(3), 187-197.
Johnston, D. A., & Murat Kristal, M. (2008). The climate for co-operation: buyer-supplier beliefs and behavior. International Journal of Operations & Production Management, 28(9), 875-898.
Jun, M., & Cai, S. (2010). Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction. Total Quality Management, 21(2), 205-223.
Kang, H., & Bradley, G. (2002). Measuring the performance of IT services: An assessment of SERVQUAL. International Journal of Accounting Information Systems, 3(3), 151-164.
Kannan, V. R., & Choon Tan, K. (2003). Attitudes of US and European managers to supplier selection and assessment and implications for business performance. Benchmarking: An international journal, 10(5), 472-489.
Kaynak, H. (2003). The relationship between total quality management practices and their effects on firm performance. Journal of operations management, 21(4), 405-435.
Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of services marketing, 14(3), 217-231.
Lemma, H. R., Singh, R., & Kaur, N. (2015). Determinants of supply chain coordination of milk and dairy industries in Ethiopia: a case of Addis Ababa and its surroundings. Springer Plus, 4(1), 498.
Lusch, R. F., Vargo, S. L., & O’brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of retailing, 83(1), 5-18.
Mohanty, M. K., Gahan, P., & Choudhury, S. (2014). Why most of the supplier development programs fail in discrete manufacturing–findings from selected Indian discrete manufacturing industries. International Journal of Management Science and Engineering Management, 9(3), 201-211.
Nargundkar, R. (2003). Marketing research-Text & cases 2E. Tata McGraw-Hill Education.
Nix, N. (2001). Customer service in supply chain management context. Supply Chain Management, CA: Sage Publications, Beverly Hills.
Nunnally, J. C., & Bernstein, I. H. (1978). Psychometric theory.
Pagell, M., Wu, Z., & Wasserman, M. E. (2010). Thinking differently about purchasing portfolios: an assessment of sustainable sourcing. Journal of Supply Chain Management, 46(1), 57-73.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perception of service quality, Journal of retailing, 64(1), 12.
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS quarterly, 173-187.
Prakash, G. (2011). Service quality in supply chain: empirical evidence from Indian automotive industry. Supply Chain Management: An International Journal, 16(5), 362-378.
Prakash, G. (2014). QoS in the internal supply chain: the next lever of competitive advantage and organisational performance. Production Planning & Control, 25(7), 572-591.
Rogers, K. W., Purdy, L., Safayeni, F., & Duimering, P. R. (2007). A supplier development program: rational process or institutional image construction?. Journal of Operations Management, 25(2), 556-572.
Saleh, R. A., & Sweis, R. J. (2017). The relationships between soft/hard total quality management practices and operational performance in Jordanian manufacturing organisations. International Journal of Management Concepts and Philosophy, 10(4), 345-377.
Santouridis, I., Trivellas, P., & Tsimonis, G. (2012). Using ES-QUAL to measure internet service quality of e-commerce web sites in Greece. International Journal of Quality and Service Sciences, 4(1), 86-98.
Sanzo, M. J., Santos, M. L., Vázquez, R., & Álvarez, L. I. (2003). The effect of market orientation on buyer–seller relationship satisfaction. Industrial Marketing Management, 32(4), 327-345.
Saranga, H. (2009). The Indian auto component industry–Estimation of operational efficiency and its determinants using DEA. European Journal of Operational Research, 196(2), 707-718.
Seth, N., Deshmukh, S. G., & Vrat, P. (2006). SSQSC: a tool to measure supplier service quality in supply chain. Production planning & control, 17(5), 448-463.
Stanley, L. L., & Wisner, J. D. (2002). The determinants of service quality: issues for purchasing. European Journal of purchasing & Supply management, 8(2), 97-109.
Stanworth, J. O. (2012). Deep supply relationships: influencing outcomes by managing supply service quality. Production Planning & Control, 23(7), 541-552.
Tabachnick, B. G., & Fidell, L. S. (2007). Using multivariate statistics. Allyn & Bacon/Pearson Education.
Tracey, M., & Leng Tan, C. (2001). Empirical analysis of supplier selection and involvement, customer satisfaction, and firm performance. Supply Chain Management: An International Journal, 6(4), 174-188.
Wouters, M., van Jarwaarde, E., & Groen, B. (2007). Supplier development and cost management in Southeast Asia—Results from a field study. Journal of Purchasing and Supply Management, 13(4), 228-244.
Wu, Z., Choi, T. Y., & Rungtusanatham, M. J. (2010). Supplier–supplier relationships in buyer–supplier–supplier triads: Implications for supplier performance. Journal of Operations Management, 28(2), 115-123.
Yavas, U., Benkenstein, M., & Stuhldreier, U. (2004). Relationships between service quality and behavioral outcomes: A study of private bank customers in Germany. International Journal of Bank Marketing, 22(2), 144-157.
Arasli, H., Mehtap-Smadi, S., & Turan Katircioglu, S. (2005). Customer service quality in the Greek Cypriot banking industry. Managing Service Quality: An International Journal, 15(1), 41-56.
Autry, C. W., & Golicic, S. L. (2010). Evaluating buyer–supplier relationship–performance spirals: A longitudinal study. Journal of Operations Management, 28(2), 87-100.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the academy of marketing science, 16(1), 74-94.
Benton, W. C., & Maloni, M. (2005). The influence of power driven buyer/seller relationships on supply chain satisfaction. Journal of Operations Management, 23(1), 1-22.
Carr, A. S., & Pearson, J. N. (1999). Strategically managed buyer–supplier relationships and performance outcomes. Journal of operations management, 17(5), 497-519.
Carr, A. S., Kaynak, H., Hartley, J. L., & Ross, A. (2008). Supplier dependence: impact on supplier's participation and performance. International Journal of Operations & Production Management, 28(9), 899-916.
Carr, C. L. (2007). The FAIRSERV model: Consumer reactions to services based on a multidimensional evaluation of service fairness. Decision Sciences, 38(1), 107-130.
Chen, Y. J. (2011). Structured methodology for supplier selection and evaluation in a supply chain. Information Sciences, 181(9), 1651-1670.
Cooper, M. C., & Ellram, L. M. (1993). Characteristics of supply chain management and the implications for purchasing and logistics strategy. The International Journal of Logistics Management, 4(2), 13-24.
Corsten, D., & Felde, J. (2005). Exploring the performance effects of key-supplier collaboration: an empirical investigation into Swiss buyer-supplier relationships. International Journal of Physical Distribution & Logistics Management, 35(6), 445-461.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 55-68.
DeWitt, T., Giunipero, L. C., & Melton, H. L. (2006). Clusters and supply chain management: the Amish experience. International Journal of Physical Distribution & Logistics Management, 36(4), 289-308.
Ehigie, O. B. (2006). Correlates of customer loyalty to their bank: a case study in Nigeria. International Journal of Bank Marketing, 24(7), 494-508.
Flynn, B. B., Sakakibara, S., Schroeder, R. G., Bates, K. A., & Flynn, E. J. (1990). Empirical research methods in operations management. Journal of operations management, 9(2), 250-284.
Ganesan, P. (2007). Service Quality, Customer Satisfaction and Loyalty: Indian Public Sector Bank’s Branch Level Study. Panda TK and Donthu N Marketing in the New Global Order: Challenges and Opportunities.
Gonzalez, M. E., Quesada, G., & Mora Monge, C. A. (2004). Determining the importance of the supplier selection process in manufacturing: a case study. International Journal of Physical Distribution & Logistics Management, 34(6), 492-504.
Govindan, K., Kannan, D., & Noorul Haq, A. (2010). Analyzing supplier development criteria for an automobile industry. Industrial Management & Data Systems, 110(1), 43-62.
Grant, D. B. (2005). The transaction-relationship dichotomy in logistics and supply chain management. In Supply Chain Forum: An International Journal, 6(2), 38-48.
Gupta, M., Choudhary, A. K., & Alam, M. S. (2014). Effect of trust, satisfaction and other relationship dimensions on supplier relationship management. Review of Integrative Business and Economics Research, 3(2), 17.
Gupta, T. K., & Singh, V. (2015). A systematic approach to evaluate supply chain management environment index using graph theoretic approach. International Journal of Logistics Systems and Management, 21(1), 1-45.
Gupta, T. K., & Singh, V. (2017). Measurement of service quality of automobile organisation by artificial neural network. International Journal of Management Concepts and Philosophy, 10(1), 32-53.
Hair Jr, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2010). SEM: An introduction. Multivariate data analysis: A global perspective, 629-686.
Hansen, M. T., & Nohria, N. (2004). How to build collaborative advantage. MIT Sloan Management Review, 46(1), 22.
Holl, A. (2008). Production subcontracting and location. Regional Science and Urban Economics, 38(3), 299-309.
Hooper, D., Coughlan, J., & Mullen, M. (2008). Structural equation modelling: Guidelines for determining model fit. Articles, 2.
Hox, J. J., & Bechger, T. M. (1998). An introduction to structural equation modeling.
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management, 32(3), 250-269.
Jagdev, H. S., & Thoben, K. D. (2001). Anatomy of enterprise collaborations. Production planning & control, 12(5), 437-451.
Johnsen, T. E. (2009). Supplier involvement in new product development and innovation: Taking stock and looking to the future. Journal of Purchasing and Supply Management, 15(3), 187-197.
Johnston, D. A., & Murat Kristal, M. (2008). The climate for co-operation: buyer-supplier beliefs and behavior. International Journal of Operations & Production Management, 28(9), 875-898.
Jun, M., & Cai, S. (2010). Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction. Total Quality Management, 21(2), 205-223.
Kang, H., & Bradley, G. (2002). Measuring the performance of IT services: An assessment of SERVQUAL. International Journal of Accounting Information Systems, 3(3), 151-164.
Kannan, V. R., & Choon Tan, K. (2003). Attitudes of US and European managers to supplier selection and assessment and implications for business performance. Benchmarking: An international journal, 10(5), 472-489.
Kaynak, H. (2003). The relationship between total quality management practices and their effects on firm performance. Journal of operations management, 21(4), 405-435.
Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of services marketing, 14(3), 217-231.
Lemma, H. R., Singh, R., & Kaur, N. (2015). Determinants of supply chain coordination of milk and dairy industries in Ethiopia: a case of Addis Ababa and its surroundings. Springer Plus, 4(1), 498.
Lusch, R. F., Vargo, S. L., & O’brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of retailing, 83(1), 5-18.
Mohanty, M. K., Gahan, P., & Choudhury, S. (2014). Why most of the supplier development programs fail in discrete manufacturing–findings from selected Indian discrete manufacturing industries. International Journal of Management Science and Engineering Management, 9(3), 201-211.
Nargundkar, R. (2003). Marketing research-Text & cases 2E. Tata McGraw-Hill Education.
Nix, N. (2001). Customer service in supply chain management context. Supply Chain Management, CA: Sage Publications, Beverly Hills.
Nunnally, J. C., & Bernstein, I. H. (1978). Psychometric theory.
Pagell, M., Wu, Z., & Wasserman, M. E. (2010). Thinking differently about purchasing portfolios: an assessment of sustainable sourcing. Journal of Supply Chain Management, 46(1), 57-73.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perception of service quality, Journal of retailing, 64(1), 12.
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS quarterly, 173-187.
Prakash, G. (2011). Service quality in supply chain: empirical evidence from Indian automotive industry. Supply Chain Management: An International Journal, 16(5), 362-378.
Prakash, G. (2014). QoS in the internal supply chain: the next lever of competitive advantage and organisational performance. Production Planning & Control, 25(7), 572-591.
Rogers, K. W., Purdy, L., Safayeni, F., & Duimering, P. R. (2007). A supplier development program: rational process or institutional image construction?. Journal of Operations Management, 25(2), 556-572.
Saleh, R. A., & Sweis, R. J. (2017). The relationships between soft/hard total quality management practices and operational performance in Jordanian manufacturing organisations. International Journal of Management Concepts and Philosophy, 10(4), 345-377.
Santouridis, I., Trivellas, P., & Tsimonis, G. (2012). Using ES-QUAL to measure internet service quality of e-commerce web sites in Greece. International Journal of Quality and Service Sciences, 4(1), 86-98.
Sanzo, M. J., Santos, M. L., Vázquez, R., & Álvarez, L. I. (2003). The effect of market orientation on buyer–seller relationship satisfaction. Industrial Marketing Management, 32(4), 327-345.
Saranga, H. (2009). The Indian auto component industry–Estimation of operational efficiency and its determinants using DEA. European Journal of Operational Research, 196(2), 707-718.
Seth, N., Deshmukh, S. G., & Vrat, P. (2006). SSQSC: a tool to measure supplier service quality in supply chain. Production planning & control, 17(5), 448-463.
Stanley, L. L., & Wisner, J. D. (2002). The determinants of service quality: issues for purchasing. European Journal of purchasing & Supply management, 8(2), 97-109.
Stanworth, J. O. (2012). Deep supply relationships: influencing outcomes by managing supply service quality. Production Planning & Control, 23(7), 541-552.
Tabachnick, B. G., & Fidell, L. S. (2007). Using multivariate statistics. Allyn & Bacon/Pearson Education.
Tracey, M., & Leng Tan, C. (2001). Empirical analysis of supplier selection and involvement, customer satisfaction, and firm performance. Supply Chain Management: An International Journal, 6(4), 174-188.
Wouters, M., van Jarwaarde, E., & Groen, B. (2007). Supplier development and cost management in Southeast Asia—Results from a field study. Journal of Purchasing and Supply Management, 13(4), 228-244.
Wu, Z., Choi, T. Y., & Rungtusanatham, M. J. (2010). Supplier–supplier relationships in buyer–supplier–supplier triads: Implications for supplier performance. Journal of Operations Management, 28(2), 115-123.
Yavas, U., Benkenstein, M., & Stuhldreier, U. (2004). Relationships between service quality and behavioral outcomes: A study of private bank customers in Germany. International Journal of Bank Marketing, 22(2), 144-157.