Service supply chain integration: the role of interpersonal relationships

摘要: The purpose of this paper is to explore the role interpersonal relationships (IPRs) in service supply chain integration (SSCI) terms strategic alliance, information integration, and process integration.,The research employs an exploratory/investigational approach multiple case studies empirically investigates effects IPRs SSCI. data were mainly collected through semi-structured interviews with senior management staff from four companies their suppliers or customers New Zealand. Archival Internet company documentations also applied.,The authors find that three dimensions influence SSCI different ways. effect on indirect: personal affection acts as initiator, credibility works a “gate-keeper” strengthens confidence interactive partners, while communication, facilitator, plays more important than credibility.,The provides managers chains awareness importance IPRs, well characteristics order best utilize available resources. Managers should synergize all IPRs’ resources: make efforts cultivate avoid instinctive isolation modern technology brings; attempt accumulate positive profiles; focus communication retain physical contact processes.,This study contributes literature by extending inter-organizational (IORs) level inner mechanism. Also, it explores simultaneously rather individual independently. Finally, resource orchestration theory (ROT) synthesizing resources, IORs resources achieve capabilities develops individual-level (SCI) further depth.