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Supply chain strategy of adopting blockchain in post-sale customer care outsourcing in a competitive environment.

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Title: Supply chain strategy of adopting blockchain in post-sale customer care outsourcing in a competitive environment.
Authors: Ullah, Azmat1 (AUTHOR), Xu, Qingyun2 (AUTHOR), He, Yi1 (AUTHOR) hy@hainanu.edu.cn, Lev, Benjamin3 (AUTHOR)
Source: International Journal of Production Research. Oct2023, Vol. 61 Issue 20, p7122-7150. 29p. 1 Diagram, 7 Charts, 7 Graphs.
Subjects: Customer services, Supply chains, Blockchains, Customer satisfaction, Business to consumer transactions, Food chains, Warehouses
Abstract: Post-sale customer care (PSCC) outsourcing is an effective supply chain strategy to reduce costs, but traditional outsourcing methods cannot ensure consumers' belief in PSCC quality, harming the firms' competitive strategy. To ensure consumer satisfaction through transparency, this article examines evolving supply chain strategies of leveraging blockchain to outsource PSCC operations of competing manufacturers to third-party agents. Based on consumers' beliefs and blockchain adoption cost, manufacturers have two choices; to outsource the PSCC operations with or without blockchain, resulting in multiple outsourcing strategies. Results show that the consumers' belief in one manufacturer's outsourcing strategy has detrimental effects on the stance of another manufacturer. Moreover, the blockchain cost and consumers' beliefs dictate the manufacturers' strategies for PSCC outsourcing, resulting in a 'quadruple zone of strategic fit', where both manufacturers adopt blockchain or neither adopt blockchain, or one adopts while the other does not. Interestingly, despite the low or zero blockchain cost, both manufacturers will outsource without blockchain if their traditional business models satisfy consumers. The extended analysis reveals contradictory results that manufacturers should outsource more often with blockchain to facilitate consumers when a long-term warranty is offered, or the product has a higher failure rate, even though, overall these factors increase costs. [ABSTRACT FROM AUTHOR]
Copyright of International Journal of Production Research is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Engineering Source
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  Label: Title
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  Data: Supply chain strategy of adopting blockchain in post-sale customer care outsourcing in a competitive environment.
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  Data: <searchLink fieldCode="AR" term="%22Ullah%2C+Azmat%22">Ullah, Azmat</searchLink><relatesTo>1</relatesTo> (AUTHOR)<br /><searchLink fieldCode="AR" term="%22Xu%2C+Qingyun%22">Xu, Qingyun</searchLink><relatesTo>2</relatesTo> (AUTHOR)<br /><searchLink fieldCode="AR" term="%22He%2C+Yi%22">He, Yi</searchLink><relatesTo>1</relatesTo> (AUTHOR)<i> hy@hainanu.edu.cn</i><br /><searchLink fieldCode="AR" term="%22Lev%2C+Benjamin%22">Lev, Benjamin</searchLink><relatesTo>3</relatesTo> (AUTHOR)
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  Data: <searchLink fieldCode="JN" term="%22International+Journal+of+Production+Research%22">International Journal of Production Research</searchLink>. Oct2023, Vol. 61 Issue 20, p7122-7150. 29p. 1 Diagram, 7 Charts, 7 Graphs.
– Name: Subject
  Label: Subjects
  Group: Su
  Data: <searchLink fieldCode="DE" term="%22Customer+services%22">Customer services</searchLink><br /><searchLink fieldCode="DE" term="%22Supply+chains%22">Supply chains</searchLink><br /><searchLink fieldCode="DE" term="%22Blockchains%22">Blockchains</searchLink><br /><searchLink fieldCode="DE" term="%22Customer+satisfaction%22">Customer satisfaction</searchLink><br /><searchLink fieldCode="DE" term="%22Business+to+consumer+transactions%22">Business to consumer transactions</searchLink><br /><searchLink fieldCode="DE" term="%22Food+chains%22">Food chains</searchLink><br /><searchLink fieldCode="DE" term="%22Warehouses%22">Warehouses</searchLink>
– Name: Abstract
  Label: Abstract
  Group: Ab
  Data: Post-sale customer care (PSCC) outsourcing is an effective supply chain strategy to reduce costs, but traditional outsourcing methods cannot ensure consumers' belief in PSCC quality, harming the firms' competitive strategy. To ensure consumer satisfaction through transparency, this article examines evolving supply chain strategies of leveraging blockchain to outsource PSCC operations of competing manufacturers to third-party agents. Based on consumers' beliefs and blockchain adoption cost, manufacturers have two choices; to outsource the PSCC operations with or without blockchain, resulting in multiple outsourcing strategies. Results show that the consumers' belief in one manufacturer's outsourcing strategy has detrimental effects on the stance of another manufacturer. Moreover, the blockchain cost and consumers' beliefs dictate the manufacturers' strategies for PSCC outsourcing, resulting in a 'quadruple zone of strategic fit', where both manufacturers adopt blockchain or neither adopt blockchain, or one adopts while the other does not. Interestingly, despite the low or zero blockchain cost, both manufacturers will outsource without blockchain if their traditional business models satisfy consumers. The extended analysis reveals contradictory results that manufacturers should outsource more often with blockchain to facilitate consumers when a long-term warranty is offered, or the product has a higher failure rate, even though, overall these factors increase costs. [ABSTRACT FROM AUTHOR]
– Name: AbstractSuppliedCopyright
  Label:
  Group: Ab
  Data: <i>Copyright of International Journal of Production Research is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
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RecordInfo BibRecord:
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    Identifiers:
      – Type: doi
        Value: 10.1080/00207543.2022.2146773
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      – Code: eng
        Text: English
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        StartPage: 7122
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        Type: general
      – SubjectFull: Supply chains
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      – SubjectFull: Blockchains
        Type: general
      – SubjectFull: Customer satisfaction
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      – SubjectFull: Business to consumer transactions
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      – SubjectFull: Food chains
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      – SubjectFull: Warehouses
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      – TitleFull: Supply chain strategy of adopting blockchain in post-sale customer care outsourcing in a competitive environment.
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            NameFull: Ullah, Azmat
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            NameFull: Xu, Qingyun
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            NameFull: He, Yi
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              Text: Oct2023
              Type: published
              Y: 2023
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