Integrating customer expectations into the development of business strategies in a supply chain environment

References

• Ahire , S. L. , Golhar , D. Y. and Waller , M. A. 1996 . Development and validation of TQM implementation constructs . Decision Sciences , 27 ( 1 ) : 23 – 56 .
   Web of Science ®Google Scholar
• Anderson , J. C. , Rungtusanatham , M. and Schroeder , R. G. 1994 . A theory of quality management underlying the Deming management method . Academy of Management Review , 19 ( 3 ) : 472 – 509 .
   Web of Science ®Google Scholar
• Bank , J. 1992 . The Essence of Total Quality Management , Prentice-Hall : Hertfordshire .
   Google Scholar
• Barnett , M. W. and Miller , C. J. Analysis of the virtual enterprise using distributed supply chain modelling and simulation: an application of e-SCOR, in . Proceedings of the 2000 Winter Simulation Conference , pp. 352 – 355 .
   Google Scholar
• Black , S. A. and Porter , L. J. 1996 . Identification of the critical factors of TQM . Decision Sciences , 27 ( 1 ) : 1 – 21 .
   Web of Science ®Google Scholar
• Cavusoglu , T. , Gulledge , T. and Kessler , T. Aligning the supply chain operations reference (SCOR) model with enterprise applications, in . Proceedings of the Portland International Conference on Management of Engineering and Technology 2001 (PICMET 2001) , pp. 462
   Google Scholar
• Chu , K. F. 2003 . An organizational culture and the empowerment for change in SMEs in the Hong Kong manufacturing industry . J. Materials Processing Technology , 139 ( 1–3 ) : 505 – 509 .
   Google Scholar
• Eggert , A. and Ulaga , W. 2002 . Customer perceived value: a substitute for satisfaction in business markets? . Journal of Business and Industrial Marketing , 17 ( 2/3 ) : 107 – 118 .
   Google Scholar
• Evans , G. 2002 . Measuring and managing customer value . Work Study , 51 ( 3 ) : 135 – 139 .
   Google Scholar
• Gitlow , H. S. and Gitlow , S. J. 1987 . The Deming Guide to Quality and Competitive Position , Prentice-Hall : Englewood Cliffs .
   Google Scholar
• Gupta , V. , Hanges , P. J. and Dorfman , P. 2002 . Cultural clusters: methodology and findings . J. World Business , 37 ( 1 ) : 11 – 15 .
   Web of Science ®Google Scholar
• Hill , N. , Brierley , J. and MacDougall , R. 2003 . How to Measure Customer Satisfaction , Gower : Hampshire .
   Google Scholar
• Hines , P. , Silvi , R. and Bartolini , M. 2002 . Demand chain management: an integrative approach in automotive retailing . J. Operation Management , 20 ( 6 ) : 707 – 728 .
   Google Scholar
• Hofstede , G. 1991 . Cultures and Organizations: Software of the Mind , London : Harper Collins .
   Google Scholar
• Homburg , C. and Rudolph , B. 2001 . Customer satisfaction in industrial markets: dimensional and multiple role issues . J. Business Research , 52 ( 1 ) : 15 – 33 .
   Web of Science ®Google Scholar
• Hoover , W. E. , Eloranta , E. , Holmström , J. and Huttunen , K. 2001 . Managing the Demand–Supply Chain: Value Innovations for Customer Satisfaction , New York : Wiley .
   Google Scholar
• Johnson , M. D. , Gustafsson , A. , Andreassen , T. W. , Lervik , L. and Cha , J. 2001 . The evaluation and future of national customer satisfaction index models . J. Economic Psychology , 22 ( 2 ) : 217 – 245 .
   Web of Science ®Google Scholar
• Juran , J. M. 1992 . Juran on Quality by Design: The New Steps for Planning Quality into Goods and Services , New York : The Free Press .
   Google Scholar
• Lai , K. H. , Ngai , E. W.T. and Cheng , T. C.E. 2002 . Measures for evaluating supply chain performance in transport logistics . Transportation Research Part E , 38 ( 6 ) : 439 – 456 .
   Google Scholar
• Lawton , R. 2002 . Balance your balanced scorecard . Quality Progress , 35 ( 3 ) : 66 – 71 .
   Google Scholar
• Linstone , H. A. and Turoff , M. 1975 . “ Introduction ” . In The Delphi Method: Techniques and Applications , Edited by: Linstone , H. A. and Turoff , M. Massachusetts : Addison-Wesley .
   Google Scholar
• Lo , V. H.Y. and Yeung , A. H.W. 2004 . Practical framework for strategic alliance in Pearl River Delta manufacturing supply chain: a total quality approach . Int. J. Production Economics , 87 ( 3 ) : 231 – 240 .
   Google Scholar
• Luo , W. , Liberatore , M. J. , Nydick , R. L. , Chung , Q. B. and Sloane , E. 2004 . Impact of process change on customer perception of waiting time: a field study . Omega , 32 ( 1 ) : 77 – 83 .
   Google Scholar
• Supply-Chain Council . 2001 . Supply-Chain Operations Reference-Model: SCOR Version 5.0 , Pittsburgh : Supply-Chain Council .
   Google Scholar
• Svensson , M. and Klefsjö , B. 2000 . Experiences from creating a quality culture for continuous improvements in the Swedish school sector by using self-assessment . Total Quality Management , 11 ( 4–6 ) : 800 – 807 .
   Web of Science ®Google Scholar
• Tata , J. and Prasad , S. 1998 . Cultural and structural constraints on total quality management implementation . Total Quality Management , 9 ( 8 ) : 703 – 710 .
   Web of Science ®Google Scholar
• Vardangalos , G. and Pantelis , A. A performance system based on the balanced scorecard approach for measuring performance in a business environment, in . Proceedings of the Fifth IEEE Symposium on Computers and Communications (ISCC 2000) , pp. 220 – 224 .
   Google Scholar
• Yeung , A. H.W. 2002 . “ Supply quality management of leading manufacturing related companies in Hong Kong ” . The University of Hong Kong . MPhil thesis
   Google Scholar