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The effects of an integrative supply chain strategy on customer service and firm performance: an analysis of direct versus indirect relationships

In this study, service quality and drinking water quality were taken as the strategic management activities. Employees of water supply companies were selected to collect the necessary data. | The effects of an integrative supply chain strategy on customer service and firm performance an analysis of direct versus indirect relationships Uncertain Supply Chain Management 7 2019 517 528 Contents lists available at GrowingScience Uncertain Supply Chain Management homepage www.GrowingScience.com uscm The effects of an integrative supply chain strategy on customer service and firm performance an analysis of direct versus indirect relationships Zakir Sabaraa Soemarno Soemarnob Amin Setyo Leksonoc and Andi Tamsild a Doctoral Program of Environmental Science Universitas Brawijaya Malang Indonesia b Department of Soil Science Faculty of Agriculture Universitas Brawijaya Malang Indonesia c Department of Public Administration Faculty of Administrative Sciences Universitas Brawijaya Malang Indonesia d Faculty of Fisheries and Marine Science Universitas Muslim Indonesia Indonesia CHRONICLE ABSTRACT Article history Access to water resources is one of the demanding issues of the 21st century worldwide. As Received October 2 2018 worldwide population increases the demand for water is seriously increased. With the increasing Accepted November 20 2018 demand water quality is also under growing stress which requires better supply chain Available online management SCM by adopting strategic management practices. Therefore the objective of this November 20 2018 Keywords study is to examine the role of supply chain strategic management in customer satisfaction and Strategic management the performance of the water supply company in Makassar Indonesia. In this study service Supply chain quality and drinking water quality were taken as the strategic management activities. Employees Service quality of water supply companies were selected to collect the necessary data. Questionnaires survey Drinking water quality was used to collect the necessary data from employees. Three hundred 300 questionnaires were Customer satisfaction distributed among the employees of water supply .