Towards conceptualizing reverse service supply chains
针对服务的异质性，本文构建了一个二维分类矩阵，将服务分为四类，并分别阐述了每类服务的正向和反向供应链特征，帮助管理者和研究者更好地理解和优化服务供应链。
Purpose – Recognizing the heterogeneity of services, this paper attempts to clarify the characteristics of forward and the corresponding reverse supply chains of different \nservices. \n \nDesign/methodology/approach – The paper develops a two-dimensional typology matrix, representing four main clusters of services according to the degree of input \nstandardization and the degree of output tangibility. Based on this matrix, we develop a typology and parsimonious conceptual models illustrating the characteristics of \nforward and the corresponding reverse supply chains of each cluster of services. \n \nFindings – The four main clusters of service supply chains have different characteristics. This provides the basis for the identification, presentation and explanation of the different characteristics of their corresponding reverse service supply chains.Research limitations/implications – The findings of this research can help future \nresearchers to analyse, map and model forward and reverse service supply chains, and to identify potential research gaps in the area. \n \nPractical implications – The findings of the research can help managers of service firms to gain better visibility of their forward and reverse supply chains, and refine \ntheir business models to help extend their reverse/closed–loop activities. Furthermore, the findings can help managers to better optimize their service operations to reduce service gaps and potentially secure new value-adding opportunities. \n \nOriginality/value – This paper is the first, to our knowledge, to conceptualize the basic structure of the forward and reverse service supply chains while dealing with the high level of heterogeneity of services.