Abstract

In the service industry, service providers have an incentive of getting better quality inputs from customer-suppliers, and customer-suppliers have an incentive of getting better quality outputs from the service provider.

Supply Chain Management (SCM) is needed for various reasons: improving operations, better outsourcing, increasing profits, enhancing customer satisfaction, generating quality outcomes, tackling competitive pressures, increasing globalization, increasing importance of E-commerce, and growing complexity of supply chains (Stevenson, 2002).