Relación entre factores de éxito de la gestión de la cadena de suministros, el desempeño y la satisfacción usuaria en Servicios de Alimentación y Nutrición
DOI:
https://doi.org/10.34117/bjdv9n5-187Keywords:
desempeño, factores de éxito, gestión de la cadena de suministros, MSEM, servicios de alimentación, nutriciónAbstract
La literatura ha demostrado la importancia de evaluar el desempeño de la cadena de suministros en la industria de servicios, siendo fundamental entender cuáles factores de éxito son los que están influyendo en esta, más aún en los Servicio de alimentación y nutrición. En este estudio se proponen dos relaciones teóricas, la primera entre los factores de éxito de la gestión de la cadena de suministro y el desempeño de la gestión de la cadena de suministro, y la segunda entre los factores de éxito de la gestión de la cadena de suministro y la satisfacción usuaria, poniendo el foco en todas estas variables de estudio en componentes intangibles. Una primera exploración de estas relaciones teóricas se realizó en una muestra de dos Servicio de alimentación y nutrición, trece trabajadores y veinticuatro usuarios. Se llevó a cabo un modelo de ecuaciones estructurales multinivel, donde nuestros resultados nos señalan que los factores de éxito de la gestión de la cadena de suministro, compuestos por la confianza entre los trabajadores y la percepción de liderazgo, afectan positivamente tanto a la satisfacción laboral como a la satisfacción del usuario. Las implicancias prácticas y limitaciones de este estudio son discutidas.
References
Aldana-Bernal, J. C., & Bernal-Torres, C. A. (2018). Soft factors in the management of integration supply chains and/or networks: Approximation to a conceptual model [Factores blandos en la gestión de integración de las cadenas y/o redes de abastecimiento: Aproximación a un modelo conceptual]. Informacion Tecnologica, 29(2), 103–114. https://doi.org/10.4067/S0718-07642018000200010
Ballinger, G. A., & Schoorman, F. D. (2007). Individual reactions to leadership succession in workgroups. Academy of Management Review, 32(1), 118–136. https://doi.org/10.5465/AMR.2007.23463887
Baltacioglu, T., Ada, E., Kaplan, M. D., And, Y., & Kaplan, Y. C. (2007). The Service Industries Journal A New Framework for Service Supply Chains A New Framework for Service Supply Chains. The Service Industries Journal, 27(2), 105–124. https://doi.org/10.1080/02642060601122629
Capó-Vicedo, J., Tomás-Miquel, J. V., & Expósito-Langa, M. (2007). La gestión del conocimiento en la cadena de suministro. Análisis de la influencia del contexto organizativo. Informacion Tecnologica, 18(1), 127–136. https://doi.org/10.4067/s0718-07642007000100017
Carless, S. A., Wearing, A. J., & Mann, L. (2000). A short measure of transformational leadership. Journal of Business and Psychology, 14(3), 389–405. https://doi.org/10.1023/A:1022991115523
Carrillo-García, C. ., Solano-Ruíz, M. D. C. ., Martínez-Roche, M. E. ., & Gómez-García. (2013). Influencia del género y edad: satisfacción laboral de profesionales sanitarios. Rev. Latino-Am. Enfermagem, 21(6), 1314–1320. https://doi.org/10.1590/0104-
3224.2369
Chen, C.-T., Lin, C.-T., & Huang, S.-F. (2006). A fuzzy approach for supplier evaluation and selection in supply chain management. International Journal of Production Economics, 102(2), 289–301. https://doi.org/10.1016/j.ijpe.2005.03.009
Chi, C. G., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality Management, 28, 245–253. https://doi.org/10.1016/j.ijhm.2008.08.003
Chiadamrong, N., & Tham, T. T. (2016). Investigating relationships between supply chain capabilities, competitive advantage, and business performance: A comparative study between Thai and Vietnamese food industries. International Journal of Information Systems and Supply Chain Management, 9(4), 58–81. https://doi.org/10.4018/IJISSCM.2016100104
Cho, D. W., Lee, Y. H., Ahn, S. H., & Hwang, M. K. (2012). A framework for measuring the performance of service supply chain management. Computers and Industrial Engineering, 62(3), 801–818. https://doi.org/10.1016/j.cie.2011.11.014
Chopra, S., & Meindl, P. (2008). Administración de la cadena de suministro. In Estrategia, planeación y operación (p. 528). https://doi.org/10.1017/CBO9781107415324.004
Churchill, G. A., & Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), 491–504. https://doi.org/10.1177/002224378201900410
Cooper, M. C., Lambert, D. M., & Pagh, J. D. (1997). Supply chain management: more than a new name for logistics. The International Journal of Logistics Management, 8(1), 1–14.
Cuadra Peralta, A., & Veloso Besio, C. (2007). Liderazgo, Clima y Satisfacción Laboral en las Organizaciones. Universum (Talca), 22(2), 40–56. https://doi.org/10.4067/s0718-23762007000200004
Demerouti, E., Nachreiner, F., Bakker, A. B., & Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied Psychology, 86(3), 499–
https://doi.org/10.1037/0021-9010.86.3.499
Ellram, L. M., Tate, W. L., & Billington, C. (2004). Understanding and Managing the Services Supply Chain. The Journal of Supply Chain Management. https://doi.org/10.1123/att.7.4.32
Fitzgerald, L., Johnston, R., Brignall, S., Silverstro, R., & Voss, C. (1991). Performance Measurement in Service Business (The Durable Corporation (ed.)). CIMA.
Hernández Junco, V., Quintana Tápanes, L., Mederos Torres, R., Guedes Díaz, R., & García Gutiérrez, B. (2009). Motivación, satisfacción laboral, liderazgo y su relación con la calidad del servicio. Revista Cubana de Medicina Militar, 38(1).
Jermsittiparsert, K., Wattanapongphasuk, S., & Phonwattana, S. (2019). The impact of supply chain and supplier evaluation related practices on the performance of automotive industry in Thailand. International Journal of Supply Chain Management, 8(3), 455–466.
Lambert, D. M., & Cooper, M. C. (2000). Issues in supply chain management. Industrial Marketing Management, 29(1), 65–83. https://doi.org/10.1016/S0019-
(99)00113-3
Langfred, C. W. (2004). Too much of a good thing? Negative effects of high trust and individual autonomy in self-managing teams. Academy of Management Journal, 47(3), 385–399. https://doi.org/10.2307/20159588
Li, C. K., & Hung, C. H. (2009). The influence of transformational leadership on workplace relationships and job performance. Social Behavior and Personality, 37(8), 1129–1142. https://doi.org/10.2224/sbp.2009.37.8.1129
Namkung, Y., & Jang, S. C. (2007). Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions. Journal of Hospitality and Tourism Research, 31(3), 387–409. https://doi.org/10.1177/1096348007299924
Näslund, D., & Hulthen, H. (2012). Supply chain management integration: A critical analysis. Benchmarking, 19(4), 481–501. https://doi.org/10.1108/14635771211257963
Neely, A. (2002). The Performance Prism: The Scorecard for Measuring and Managing Business Success Customer Experience Analytics: Dynamic-customer centric model View project Research Trends View project. https://www.researchgate.net/publication/265453886
Oyewobi, L. O., Oke, A. E., Adeneye, T. D., & Jimoh, R. A. (2019). Influence of organizational commitment on work–life balance and organizational performance of female construction professionals. Engineering, Construction and Architectural Management, 26(10), 2243–2263. https://doi.org/10.1108/ECAM-07-2018-0277
Pagell, M. (2004). Understanding the factors that enable and inhibit the integration of operations, purchasing and logistics. Journal of Operations Management, 22(5),
–487. https://www.sciencedirect.com/science/article/pii/S027269630400066X
Prajogo, D. I., & Olhager, J. (2012). Supply chain integration and performance: The effects of long-term relationships, information technology and sharing, and logistics integration. International Journal of Production Economics, 135(1), 514–522. https://doi.org/10.1016/j.ijpe.2011.09.001
Prajogo, D. I., & Sohal, A. S. (2003). The relationship between TQM practices, quality performance, and innovation performance: An empirical examination. International Journal of Quality and Reliability Management, 20(8), 901–918. https://doi.org/10.1108/02656710310493625
Rojas, F., & Leiva, V. (2016). Inventory management in food companies with statistically dependent demand. Academia Revista Latinoamericana de Administración, 29(4), 450–485. https://doi.org/10.1108/ARLA-12-2015-0336
Rojas, F., Wanke, P., Bravo, F., & Tan, Y. (2021). Inventory pooling decisions under demand scenarios in times of COVID-19. Computers & Industrial Engineering, 161, 107591.
Rojas, F., Wanke, P., Leiva, V., Huerta, M., & Martin-Barreiro, C. (2022). Modeling Inventory Cost Savings and Supply Chain Success Factors: A Hybrid Robust Compromise Multi-Criteria Approach. Mathematics, 10(16), 2911.
Ryu, K., Lee, H.-R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200–223. https://doi.org/10.1108/09596111211206141
Sheu, C., Yen, H. J. R., & Chae, B. (2006). Determinants of supplier-retailer collaboration: Evidence from an international study. International Journal of Operations and Production Management, 26(1), 24–49. https://doi.org/10.1108/01443570610637003
Tan, H., & Lim, A. (2009). Trust in coworkers and trust in organizations. Journal of Psychology: Interdisciplinary and Applied, 143(1), 45–66. https://doi.org/10.3200/JRLP.143.1.45-66
Tronvoll, B. (2011). Negative emotions and their effect on customer complaint behaviour. Journal of Service Management, 22(1), 111–134. https://doi.org/10.1108/09564231111106947
