Conceptualizing a Resilient Supply Chain in Service Industry

Abstract

Globalization, disruption and unpredictable disaster are now playing notable roles which every business in all sectors need to be emerged a resilient supply chain. In this dynamic context, which risks and disruptions on supply chain are now raised, a resilient supply chain have been addressing to tackle problems simultaneously at the right ways and in a manner of time. A resilient supply chain is currently increasing attention from both academic and practitioners but resilient supply chain has attracted less attention in the service industry perspective. Due to the complex structure and unique characteristics of service industry, there is dearth on the extant literature review especially in service industry rather than manufacturing organizations. Therefore, this research is an exploratory study which aims to explore the importance of supply chain resilience and develop a resilient supply chain paradigm for service industry within Thailand context. The variety of Thai service businesses are selected as the sampling in this research. The raw data was conducted with key informants in Thai service industry. Thematic analysis was implemented as a data analysis method. Hence, the exploration from this research identifies the importance of a supply chain resilience paradigm in Thai service industry context to leverage organization performance, sales and customer satisfaction from organization disruptions. The research contribution aims to raise awareness and outlines the resilient supply chain paradigm as a guideline to Thai practitioners in service industry.