Strategic Supply Chain for Global Customer Relationship in e-Business Management

Supply chain and customer management for e-integration process has recently received a great deal of attention due to the strategic importance in business entities. A behavioral model is developed that considers several alternatives to expand existing e-business logistic management, or to construct new production-marketing collaboration. Survey study conducts for identifying characteristics of SCM and CRM. This study identifies 1) SERVQUAL dimensions with four outcome variables: purchasing intention, commitment, transition intention, and loyalty for CRM, and 2) five SCM performance measurement: cost, lead-time, feedback, inventory, and reliability performance. The results suggest that management can achieve strategic gains in CRM along with a significant competitiveness of SCM.