Service Recovery of Air Transportation, Supply Chain Performance, and Overall Operation in the Export Business

  • ชิตพงษ์ อัยสานนท์ วิทยาลัยโลจิสติกส์และซัพพลายเชน มหาวิทยาลัยราชภัฏสวนสุนันทา
Keywords: Air transportation, supply chain performance, overall operation, export business

Abstract

This research was a mixed research with the following objectives: To study the service recovery, supply chain performance, and overall operation in the export business in order to create a model of service restoring for air transportation that affects the supply chain performance and overall operation in the export business. The qualitative research employed in-depth interviews of 15 key informants whereas the quantitative research employed proportional stratified random sampling of 355 respondents.. It was found that service recovery had a positive direct influence on supply chain performance. The supply chain performance in turn had a positive direct influence on the overall operation in the export business. Moreover, customer relationship management had a positive direct influence on the supply chain performance in the export business. The research came up with a model: Service Restoring for Supply Chain Performance and Operation Model (SRSCPO Model).

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Published
2019-10-15
Section
Research articles