IS capabilities, supply chain collaboration and quality performance in services: The moderating effect of environmental dynamism

Teng, Teng; Tsinopoulos, Christos; Tse, Ying Kei

Abstract

Purpose
The purpose of this study is to explore the effects that information systems (IS) capabilities can have on supplier collaboration and customer collaboration and on quality performance in service contexts. In addition, the study examines how supply chain collaboration influences quality performance under various levels of environmental dynamism.

Design/methodology/approach
The conceptual model for this study is designed on the basis of the resource-based view (RBV) and dynamic capabilities view (DCV). A survey of 156 UK service firms was conducted and the data analyzed to test theoretical model using the structural equation modeling method. Furthermore, the moderating effect of environmental dynamism was investigated.

Findings
The results show that IS capabilities are positively associated with supply chain collaboration. Both supplier collaboration and customer collaboration are positively related to quality performance. Supplier collaboration has a positive effect on customer collaboration. Environmental dynamism significantly moderates the relationship between customer collaboration and quality performance, but no moderating effect on the relationship between supplier collaboration and quality performance.

Originality/value
This study takes a step toward quelling concerns about the business value of IS, contributing to the development and validation of the measurement of IS capabilities in the service supply chain context. The study deepens our understanding of supply chain collaboration by making a distinction between supplier collaboration and customer collaboration and investigating the correlation of supplier collaboration and customer collaboration. The findings extend the empirical application of RBV and DCV. In addition, this study’s findings direct service firms to develop IS capabilities that can enhance specific kinds of supply chain collaboration activities, thereby enabling improved quality performance.

Citation

Teng, T., Tsinopoulos, C., & Tse, Y. K. (2022). IS capabilities, supply chain collaboration and quality performance in services: The moderating effect of environmental dynamism. Industrial Management and Data Systems, 122(7), 1592-1619. https://doi.org/10.1108/imds-08-2021-0496

• Journal Article Type: Article
• Acceptance Date: Apr 19, 2022
• Online Publication Date: May 19, 2022
• Publication Date: Jun 21, 2022
• Deposit Date: May 11, 2022
• Publicly Available Date: May 11, 2022
• Journal: Industrial Management and Data Systems
• Print ISSN: 0263-5577
• Publisher: Emerald
• Peer Reviewed: Peer Reviewed
• Volume: 122
• Issue: 7
• Pages: 1592-1619
• DOI: https://doi.org/10.1108/imds-08-2021-0496
• Public URL: https://durham-repository.worktribe.com/output/1208478