Achieving Advantage with a Service-Dominant Logic
George S. Day · 2014
A business process is a structured set of activities with specified business outcomes for customers. It was viewed as a means to integrate corporate functions within the firm. To implement the service-dominant logic within an organization, management must identify the core competencies that make the customer choose the firm over its competitors and those services for which customers will pay a premium price. This chapter presents the implementation of the Global Supply Chain Forum (GSCF) framework which involves in: mapping the network structure; deciding which customers and suppliers with whom to link business process. The supply chain management processes are cross-functional and cross-firm, which enables the exchange of a broad set of skills and knowledge. Customer relationship management provides the structure for how the relationships with customers will be developed and maintained. The concept of relationship management in the context of network organizations was introduced by early marketing channels researchers who conceptualized why and how channels are created and structured.