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The conceptualization of flexibility in organizations historically emerged from three views which relate to economic, to organizational and to manufacturing perspectives. Despite the growing number of publications about supply chain flexibility in the area of supply chain management, there is a lack of consensus on how to define and to conceptualize supply chain flexibility from a management point of view. The purpose of this paper is to present a comprehensive overview of the literature on the supply chain flexibility perspective and contributes to our understanding of the current state of research and its future development.

The research methodology used is the systematic literature review. In total 92 articles were selected from databases of well-known journal publishers in the field of economics, business studies and management sciences as well as grey literature to cover the topic of supply chain flexibility.

A limited number of studies in the field of supply chain flexibility apply theories and define the term supply chain flexibility. Instead they focus on a particular part or dimension of the supply chain. Based on the analysis, a distinction is made between flexibility in the supply chain and supply chain flexibility. Based on the function and characteristics of the supply chain, the authors selected 30 flexibility dimensions that cover supply chain flexibility by concentrating on the different business areas involved.

The results support researchers and practitioners by identifying relevant trends and gaps in the field of supply chain flexibility.

The authors review the dimensions and aspects of supply chain flexibility that are currently taken into account in the literature. In this way, the authors provide an overarching perspective on the flexibility literature relating to supply chains.

Recent studies have explored the effects of e‐service quality on satisfaction and loyalty of online customers by extending and supplementing traditional service quality frameworks. This research proposes a combination of traditional service quality and e‐service quality frameworks. The central question focuses on how to assess the added value of the web as a service innovation for a traditional service. The setting of the study is a traditional‐style barbeque delivery service with a recently installed advanced web‐initiated order entry facility now used by a majority of the customers.

An empirical, survey‐based cross‐sectional study on web‐initiated customer experiences of an in‐home catering service, involving barbeque food items and cooking equipment.

Findings indicate that adding an innovative e‐channel to a traditional business process does not automatically translate to a higher customer satisfaction. Only limited significant effects were found from online ordering on overall satisfaction in contrast to the effect of traditional service dimensions.

Further research is needed on the joint analysis of e‐services and traditional services.

E‐service dimensions appear to have a limited impact on overall satisfaction in a traditional business context.

This is one of the first empirical studies combining both traditional and e‐service dimensions and relating them to customer satisfaction.

The purpose of this paper is to make a contribution to categorising explanations of non‐compliance of EU tendering directives and to report on a survey study to the impact of these reasons on compliance with the directives.

A literature review resulted in a conceptual model and related hypotheses, pointing at four potential reasons for (non‐)compliance: the purchaser's familiarity with the rules, the perceived inefficiency, organisational incentives to comply, and the expected resistance and readiness of suppliers to take action in case of non‐compliance. The paper uses data from a survey among 147 responding purchasing professionals of the Dutch Ministry of Defence.

The empirical findings indicate that both purchaser's familiarity with the rules and organisational incentives have a positive, statistically significant impact on compliance. Nor the alleged inefficiency of the directives, nor the expected supplier resistance seem to influence the compliance with the directives.

The study is limited in its setting: measuring perceptions of purchasing professionals within the Dutch Ministry of Defence. Future research could combine perceptual data and objective, measurable data on compliance. Future research might include other samples from other public agencies, questioning other respondents than purchasers, measuring factors from other fields and disciplines such as criminology (risk of detection and sanction risks), economy (costs and benefits), public choice theory (legitimacy), sociology (peer pressure), and social psychology (personal values).

A managerial implication of the findings of this study would be that educating and training public purchasers will be an effective tool for increasing the compliance with the directives. In addition, public agencies could try to establish incentives in order to stimulate compliance.

Although many studies have reported on the (limited) effectiveness of the EU tendering directives, little work has been undertaken on the compliance as such, while no empirical studies have been carried out to explain the (lack of) compliance with EU directives. This paper reports on a quantitative study, explaining the (non‐) compliance with the directives. The study could be of value to public policy makers, to public agencies, and to researchers in the academic world.

This paper introduces the special issue on service innovation management.

Provides a brief review of the papers within the issue.

Compares and contextualizes the contributions, finding that the papers use state of the art methodologies and each furthers knowledge of service innovation management – a recently emerged academic discipline.

The perspectives considered represents a small sample of the diversity that exists within this area.

This study uses social capital theory to analyze how social capital and supplier development support achieving supplier satisfaction and preferred customer status. The resulting model is compared between manufacturing and service suppliers.

A survey receiving 482 supplier responses from manufacturing and service suppliers was utilized and analyzed using partial least squares (PLS) path modeling and multi-group comparison tests.

The paper adds new explanations for preferred customer status through empirical evidence of relationships between supplier development, social capital, supplier satisfaction, and preferred customer status. Cognitive and relational capital directly support achieving preferred customer status. The role of supplier satisfaction in achieving preferred customer status is lower for manufacturing suppliers.

Both service and manufacturing suppliers could also be studied in their specific industry settings. A more in-depth investigation of other business relationship dynamics, such as power, is needed in a future study.

Service and manufacturing suppliers need different strategies to obtain the benefits from supplier development and social capital building. For service suppliers, more intangible factors are relevant in comparison to manufacturing suppliers.

This study advances the literature in two main ways. First, it elaborates the role of supplier development and social capital in the path toward supplier satisfaction and preferred customer status as perceived by suppliers. Second, this study answers the calls for a better understanding of the contextual characteristics underlying potential differences in how preferred customer status is formed.

The purpose of this paper is to investigate the distinction and relationships between the significant strategic capabilities for managing risks in supply chains. This intersectional review exposes a substantial conceptual contradiction between the perspectives reported by various researchers. Further, the current paper classifies the literature into four categories according to the broad objectives investigated by the research papers.

Initially, a bibliometric analysis aligned with the concepts of a systematic literature review is conducted followed by a descriptive review focusing on models and methods. The software called BibExcel is utilized to extract and analyze the bibliographic information in a textual form from the research articles associated with strategic capabilities of the logistics sector. The results are exported to the software known as Gephi to visualize keyword co-occurrence analysis as networks. A well-structured descriptive review is also conducted to identify avenues for future research.

Despite conventional supply chain capabilities like efficiency and effectiveness, eight significant strategic capabilities of supply chains for managing risks are identified from the literature. These capabilities with positive connotations include flexibility, reliability, resilience, robustness, agility, adaptability, alignment and responsiveness. Considering the vast literature on flexibility/reliability along with its numerous dimensions and scope, the authors found that resilience, robustness, agility, adaptability, alignment and effectiveness are achievable through flexibility/reliability. Accordingly, it is appropriate to state reliability and flexibility as supply chain capabilities to achieve the other six supply chain competencies. Furthermore, the entire literature in this domain can be classified into four genres according to the addressed objectives, namely, concept development/validation, capability assessment, network design and performance evaluation.

The information revealed from the keyword co-occurrence analysis along with the research implications provided in the penultimate section will assist budding researchers in framing novel and promising research objectives. Supply chain administrators and policymakers can utilize the literature classification and the notable references provided in this review for locating potential methods for assessing supply chain strategic capabilities, designing the supply chain and evaluating the performance of the supply chain.

An integrated bibliometric and descriptive literature review procedure is utilized in this paper. Furthermore, this critical review is the first work on comprehensively mapping the research relationships among various strategic capabilities required for mitigating supply chain risks.

This paper aims to explore the current state of research on supply chain flexibility (SCF) and mass personalization (MP) to identify the literature findings to date, research gaps and to provide guidelines for future research in this area.

A systematic literature review of 64 papers was undertaken to address the use of SCF as a productive response to MP environments. The methodology used is made up of five steps: formulation of the research questions, identification of studies, selection and evaluation of studies, analysis and synthesis and presentation of the results.

Three main research topics have been identified: personalization levels and flexible processes in supply chain, where flexible processes in supply chain are analysed as a productive response to high levels of MP; supply chain collaborative processes for SCF and MP, where product co-creation and relationships between supply chain members is analysed; and SCF and MP enabling technologies, in which technologies to support MP implementation and SCF are considered. Each of these three main topics have been divided into research lines and research sublines that allowed identifying a positive relationship between the SCF and the MP strategies.

Systematic literature review is a methodology reliable and recommended by a large number of scientific papers. However, it depends on available and accessible research studies and the researcher’s criteria. The selection of certain criteria for inclusion and exclusion of papers introduces publication bias, which should be considered an intrinsic limitation to systematic literature review.

The main literature findings in each research line and subline related to the SCF-MP relationship are identified and analysed. Furthermore, research gaps and further research lines in the SCF-MP area are highlighted. The information presented in this paper improves the literature on the advances in the SCF use as a productive response to MP environments.

The purpose of this paper is to arrive at a general definition of an HPO and a (practical) way to measure an HPO. Managers are looking for techniques to strengthen their organizations in a way that they cannot only cope with threats but could also quickly take advantage of opportunities, and thus, grow and thrive. The academic and especially the practitioner fields reacted on this “thirst for high performance knowledge” with a plethora of books and articles on the topic of high performance organizations (HPOs). These publications each came with their own description and measurement of HPOs, which created a lot of confusion among practitioners.

In this study the following reserach question is answered: how can an HPO be defined and its performance measured? So that with the answer, this paper can take away the aforementioned confusion. This paper does this by conducting an extensive systematic review of the literature on HPO, after which this paper synthesizes the findings into a proposal on how to define and measure the HPO.

This paper was able to obtain from the literature a list of definitions and measurements for an HPO. The common denominator in these definitions and measurements turned out to be respondents given their opinion on the effects of the organizational practices they apply on organizational performance vis-à-vis that of competitors. This paper concluded therefore that an HPO should be defined and measured relative to competitors and should be based on the perception of managers and employees of the organization: An HPO is an organization that achieves results that are better than those of its peer group over a longer period of time.

With the answer on the research question, this paper fills the current gap in the definition and measurement literature on HPOs, and thus, has moved the research into HPOs forward, as researchers can use these research results in their future studies on high performance and HPOs.

Although there is a plethora of literature on high performance and HPOs no univocal definition and measurement of the HPO can be found. This study provides for the first time an academically well-founded definition and measurement method.

The purpose of this explorative research is to analyse the resilience of the United Kingdom's (UK) healthcare supply chains from a customer’s perspective in the light of the coronavirus pandemic.

Using the capabilities of preparedness, robustness, recovery and adaptability as the foundational percept for supply chain resilience, 22 healthcare professionals in 17 of the UK's National Health Scheme (NHS) Trusts were interviewed to explore their personal and organisational approaches adopted relative to the provision of eye protection, gloves, gowns, aprons, masks and respirators. The Dynamic Capabilities View is mapped to the resilience capabilities and used to analyse the data from a transformational supply chain research perspective.

The supply chains were largely unprepared, which was not particularly surprising even though the availability of gloves was significantly better compared to the other personal protective equipment (PPE). Techniques adopted to ensure robustness and recovery revealed the use of unsanctioned methods such as extended use of PPE beyond recommended use, redefinition of guidelines, protocols and procedures by infection control and the use of expired PPE – all of which compromised customer well-being.

As the paper views resilience through the lens of customers, it does not provide the perspectives of the supply chain practitioners as to the reasons for the findings and the challenges within these supply chains.

The compromise of the well-being of healthcare workers due to the vulnerabilities of healthcare supply chains is highlighted to managers and prescriptions for post-disruption adaptability are made.

This paper introduces transformative research to supply chain resilience research by uniquely looking at resilience from the customers' well-being perspective.

This study focused on establishing the mediating role of opportunistic behavior in the relationship between institutional pressures and procurement cycle time (PCT) in Uganda’s central government (CG) procuring and disposing entities (PDEs). The study also sought to establish the relationship between institutional pressures and PCT, between institutional pressures and opportunity behavior and between opportunistic behavior and PCT. This study was carried out because most PDEs had failed to perform well in terms of PCT, and beneficiaries had often complained of the lengthy PCT.

The unit of analysis was 126 CG PDEs within Uganda while the unit of inquiry was three employees per PDE, namely, giving a total of 378 respondents. Using a quantitative cross-sectional survey, the study realized a response rate of 88% for the unit of analysis and 71.7% for unit of inquiry. Data were analyzed using SmartPLS 4 with focus on ascertaining regression and mediation results.

The findings show that institutional pressures negatively and significantly predict both institutional pressures and PCT (ß = –0.569**; ß = –0.688**, respectively). Also, institutional pressures and opportunistic behavior are significant predictors of PCT, predicting 60.6% change in PCT. Furthermore, opportunity behavior partially moderates the relationship between institutional pressures and PCT.

For Uganda’s CG PDEs to reduce procurement delays and to procure within PCT, they should put more emphasis on institutional pressures and curtailing opportunistic behavior. The study recommends further amendment of the Public Procurement and Disposal of Public Assets (PPDA) Act 2003 to reduce delays.

There is need for further amendment of the PPDA Act 2003 to reduce delays, especially those attributed to approvals by contracts committee and the minimum bidding period for competitive bidding.

The study explores PCT and its antecedents whose understanding is critical in exploring avenues of reducing PCT and boosting service delivery to the beneficiaries.

The PPDA Act (2003) was amended in 2014, but still the time spent in the procurement processes has remained long, hence delaying or denying citizens service delivery. This is a matter of concern to the country at large and may spill into political unrests, and yet, there is scant literature exploring PCT and its antecedents. This makes the present study one of the pioneer empirical studies on PCT, with emphasis on Uganda. This study provides a framework for examining PCT in a context where scholarly explanation of PCT is still limited.