Perspectiva de gestión en la cadena de suministro de servicios en el sector turístico
DOI:
https://doi.org/10.24054/face.v22i4.2313Palabras clave:
gestión de la cadena de suministro, hotelería, servicios, turismoResumen
El propósito de este artículo es proporcionar una visión general de la evolución de la gestión de la cadena de suministro en el sector del turismo y la hostelería. Se parte de conceptos generales hasta llegar al análisis de la cadena de suministro de servicios en el sector turístico y hotelero. Es una investigación cualitativa y transaccional, en este estudio se buscó información en bases de datos y se escogieron para su análisis artículos relevantes publicados entre 2016 y 2022. De esta revisión se observó que una buena comunicación en la cadena de suministro contribuye a reducir costos y mejorar el flujo de información entre los actores de la cadena. Esta es una revisión metodológica de la investigación de la cadena de suministro en la gestión de la oferta de servicios, la gestión de la demanda de servicios, la gestión de integración de servicios y la gestión de coordinación de servicios, mediante la categorización de la literatura revisada y el estado de cada investigación. Los principales hallazgos muestran que en la literatura revisada se aprecia la evolución de la cadena de suministro y los estudios que contribuyen a una mejor administración para mejorar la estructuración de los procesos. Por ello, este artículo integra antecedentes, tendencias y teorías aplicadas en la cadena de suministro de los servicios hoteleros y turísticos.
Citas
Abou Kamar, M. (2021). Transforming Hotel Supply Chain Using Intelligent Decision Support System: Prospects and Challenges. Journal of Association of Arab Universities for Tourism and Hospitality, 20(2), 216–246. https://doi.org/10.21608/jaauth.2021.63136.1136
Abou Kamar, M. (2022). The Impact of COVID-19 Disruptions on Hotel Supply Chain Resilience and Robustness: The Role of Risk Alleviation Practices. Journal of Association of Arab Universities for Tourism andHospitality, 22(1), 132–152. https://doi.org/10.21608/jaauth.2022.111284.1279
Agrawal, S., Singh, R. K., & Murtaza, Q. (2015). A literature review and perspectives in reverse logistics. Resources, Conservation and Recycling, 97, 76–92. https://doi.org/10.1016/j.resconrec.2015.02.009
Akkermans, H., & Vos, B. (2003). Amplification in service supply chains: An exploratory case study from the telecom industry. Production and Operations Management, 12(2), 204–223. https://doi.org/10.1111/j.1937-5956.2003.tb00501.x
Al-Aomar, R., & Hussain, M. (2017). An assessment of green practices in a hotel supply chain: A study of UAE hotels. Journal of Hospitality and Tourism Management, 32(September 2018), 71–81. https://doi.org/10.1016/j.jhtm.2017.04.002
Anderson, E. G., &Morrice, D. J. (2000). A simulation game for teaching service-oriented supply chain management: Does information sharing help managers with service capacity decisions? Production and Operations Management, 9(1), 40–55. https://doi.org/10.1111/j.1937-5956.2000.tb00322.x
Baltacioglu, T., Ada, E., Kaplan, M. D., Yurt, O., & Kaplan, Y. C. (2007). A new framework for service supply chains. Service Industries Journal, 27(2), 105–124. https://doi.org/10.1080/02642060601122629
Bendoly, E., Donohue, K., & Schultz, K. L. (2006). Behavior in operations management: Assessing recent findings and revisiting old assumptions. Journal of Operations Management, 24(6), 737–752. https://doi.org/10.1016/j.jom.2005.10.001
Boshoff, C., & Leong, J. (1998). apologising as dimensions of An experimental study. International Journal of Service Industry Management, 9(1), 24–47.
Breidbach, C., Reefke, H., & Wood, L. (2011). Service Supply Chain Management: Research Implications from the Service-Dominant Logic. Proceedings of the 9th ANZAM Operations, Supply Chain and Services Management Symposium, 179–202.
Breidbach, C. F., Reefke, H., & Wood, L. C. (2015). Investigating the formation of service supply chains. Service Industries Journal, 35(1–2), 5–23. https://doi.org/10.1080/02642069.2014.979404
Carter, C. R., & Rogers, D. S. (2008). A framework of sustainable supply chain management: Moving toward new theory. International Journal of Physical Distribution and Logistics Management, 38(5), 360–387. https://doi.org/10.1108/09600030810882816
Cho, D. W., Lee, Y. H., Ahn, S. H., & Hwang, M. K. (2012). A framework for measuring the performance of service supply chain management. Computers and Industrial Engineering, 62(3), 801–818. https://doi.org/10.1016/j.cie.2011.11.014
Choi, T., Wallace, S. W., & Wang, Y. (2016). Risk management and coordination in service supply chains: information , logistics and outsourcing. Journal of the Operational Research Society, 67(2), 159–164. https://doi.org/10.1057/jors.2015.115
Chopra, S., & Meindl, P. (2007). Supply Chain Management: Strategy, Planning, & Operation (N. Prentice-Hall (ed.); 3 era.).
Choudhury, T. T., Paul, S. K., Rahman, H. F., Jia, Z., & Shukla, N. (2020). A systematic literature review on the service supply chain: research agenda and future research directions. Production Planning and Control, 0(0), 1–22. https://doi.org/10.1080/09537287.2019.1709132
Choy, K. L., Li, C. L., So, S. C. K., Lau, H., Kwok, S. K., & Leung, D. W. K. (2007). Managing uncertainty in logistics service supply chain. International Journal of Risk Assessment and Management, 7(1), 19–43. https://doi.org/10.1504/IJRAM.2007.011408
Cooper, M. C., Lambert, D. M., & Pagh, J. D. (1997). Supply Chain Management: More Than a New Name for Logistics. The International Journal of Logistics Management, 8(1), 1–14. https://doi.org/10.1108/09574099710805556
Coyle, A. (2010). Are you in this country? How “Local” social relations can limit the “globalisation” of customer services supply chains. Antipode, 42(2), 289–309. https://doi.org/10.1111/j.1467-8330.2009.00748.x
Dan, B., Xu, G., & Liu, C. (2012). Pricing policies in a dual-channel supply chain with retail services. International Journal of Production Economics, 139(1), 312–320. https://doi.org/10.1016/j.ijpe.2012.05.014
de Waart, D., & Kemper, S. (2004). 5 Steps to Service Supply Chain Excellence. Supply Chain Management Review, 1, 30–35.
Ellram, L. M., Tate, W. L., & Billintong, C. (2004). Understanding and managing the Service Supply Chain. The Journal of Supply Chain Management, 40(3), 17–32. https://doi.org/10.1123/att.7.4.32
Espino-Rodríguez, T. F., & Taha, M. G. (2022). Supplier innovativeness in supply chain integration and sustainable performance in the hotel industry.
International Journal of Hospitality Management, 100. https://doi.org/10.1016/j.ijhm.2021.103103
Frohlich, M. T., & Westbrook, R. (2001). Arcs of integration: An international study of supply chain strategies. Journal of Operations Management, 19(2), 185–200. https://doi.org/10.1016/S0272-6963(00)00055-3
Giannakis, M. (2011a). Conceptualizing and managing service supply chains. Service Industries Journal, 31(11), 1809–1823. https://doi.org/10.1080/02642069.2010.503879
Giannakis, M. (2011b). Management of service supply chains with a service-oriented reference model: The case of management consulting. Supply Chain Management, 16(5), 346–361. https://doi.org/10.1108/13598541111155857
Graham C. Stevens. (1989). International Journal of Physical Distribution & Logistics Management Emerald Article: Integrating the Supply Chain. International Journal of Physical Distribution & Logistics Management, 19(8), 3–8.
Guo, X., & He, L. (2012). Tourism supply-chain coordination: The cooperation between tourism hotel and tour operator. Tourism Economics, 18(6), 1361–1376. https://doi.org/10.5367/te.2012.0179
Harvey, J. (2016). Professional service supply chains. Journal of Operations Management, 42–43, 52–61. https://doi.org/10.1016/j.jom.2016.03.002
Heinonen, K., Strandvik, T., Mickelsson, K. J., Edvardsson, B., Sundström, E., & Andersson, P. (2010). A customer-dominant logic of service. Journal of Service Management, 21(4), 531–548. https://doi.org/10.1108/09564231011066088
Holland, C. P. (1995). Cooperative supply chain management: the impact of interorganizational information systems. Journal of Strategic Information Systems, 4(2), 117–133. https://doi.org/10.1016/0963-8687(95)80020-Q
Ivanov, D., Das, A., & Choi, T. M. (2018). New flexibility drivers for manufacturing, supply chain and serviceoperations. International Journal of Production Research, 56(10), 3359–3368. https://doi.org/10.1080/00207543.2018.1457813
Ivanov, D., Dolgui, A., & Sokolov, B. (2022). Cloud supply chain: Integrating Industry 4.0 and digital platforms in the “Supply Chain-as-a-Service”. Transportation Research Part E: Logistics and Transportation Review, 160(February), 102676. https://doi.org/10.1016/j.tre.2022.102676
Ji, Y. (2022). Exploratory Research on the Relationship Between Digital Service Supply Chain Capability and Supply Chain Performance. The EUrASEANs: journal on global socio-economic dynamics, 1(1(32)), 7–20. https://doi.org/10.35678/2539-5645.1(32).2022.7-20
Keskin, K., & Ucal, M. (2020). A Dynamic Game Theory Model For Tourism Supply Chains. Journal of Hospitality and Tourism Research, 1–21. https://doi.org/10.1177/1096348020913949
Kogut, B. (1988). Joint ventures: Theoretical and empirical perspectives. Management Journal, 9(4), 319–332.
Lambert, D. M., Cooper, M. C., & Pagh, J. D. (1998). Supply Chain Management: Implementation Issues and Research Opportunities. The International Journal of Logistics Management, 9(2), 1–20. https://doi.org/10.1108/09574099810805807
Li, X., Li, Y., Cai, X., & Shan, J. (2016). Service Channel Choice for Supply Chain: Who is Better off by Undertaking the Service? Production and Operations Management, 25(3), 516–534. https://doi.org/10.1111/poms.12392
Liu, W. (2007). Research on the coordination of capacity cooperation in logistics service supply chain. En doctor dissertation of Shanghai Jiaotong University.
Liu, Weihua, Bai, E., Liu, L., & Wei, W. (2017). A framework of sustainable service supply chain management: A literature review and research agenda. Sustainability (Switzerland), 9(3). https://doi.org/10.3390/su9030421
Liu, Weihua, Shen, X., & Wang, D. (2018). The impacts of dual overconfidence behavior and demand updating on the decisions of port service supply chain: a real case study from China. Annals of Operations Research, 291(1–2), 565–604. https://doi.org/10.1007/s10479-018-3095-5
Liu, Weihua, Wang, D., Shen, X., Yan, X., & Wei, W. (2018). The impacts of distributional and peer-induced fairness concerns on the decision-making of order allocation in logistics service supply chain. Transportation Research Part E: Logistics and Transportation Review, 116(92), 102–122. https://doi.org/10.1016/j.tre.2018.05.006
Liu, Weihua, & Wang, Y. (2015). Quality control game model in logistics service supply chain based on different combinations of risk attitude. International Journal ofProduction Economics, 161, 181–191. https://doi.org/10.1016/j.ijpe.2014.12.026
Liu, Y. (2017). Pricing , environmental governance efficiency , and channel coordination in a socially responsible tourism supply chain. 00, 1–27. https://doi.org/10.1111/itor.12489
Lusch, R. F., Vargo, S. L., & Tanniru, M. (2010). Service, value networks and learning. Journal of the Academy of Marketing Science, 38(1), 19–31. https://doi.org/10.1007/s11747-008-0131-z
Maull, R., Geraldi, J., & Johnston, R. (2012). Service SupplyChains: A Customer Perspective. Journal of Supply Chain Management, 48(4), 72–86. https://doi.org/10.1111/j.1745-493X.2012.03284.x
Mithas, S., Krishnan, M., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction? Journal of Marketing, 69(4), 201–209. https://doi.org/http://dx.doi.org/10.1509/jmkg.2005.69.4.201.
Moysés, G. L. R., & Moori, R. G. (2008). A Gestão da Cadeia de Suprimentos do Setor Hoteleiro Brasileiro: Uma Análise Comparativa entre Hotéis Econômicos e de Luxo. Encontro da ANPAD, XXXII, 1–16.
Raassens, N., Haans, H., & Mullick, S. (2021). Surviving the hectic early phase of the COVID-19 pandemic: a qualitative study to the supply chain strategies of food service firms in times of a crisis. International Journal of Logistics Management, 33(3), 877–900. https://doi.org/10.1108/IJLM-01-2021-0013
Sampson, S. E., & Spring, M. (2012). Customer Roles in Service Supply Chains and Opportunities for Innovation. Journal of Supply Chain Management, 48(4), 30–50. https://doi.org/10.1111/j.1745-493X.2012.03282.x
Sengupta, K., Heiser, D. R., & Cook, L. S. (2006). Manufacturing and service supply chain performance: A comparative analysis. Journal of Supply Chain Management, 42(4), 4–15. https://doi.org/10.1111/j.1745-493X.2006.00018.x
Seuring, S., Müller, M., Westhaus, M., & Morana, R. (2005). Conducting a literature review-The example of sustainability in supply chains. Research Methodologies in Supply Chain Management: In Collaboration with Magnus Westhaus, 91–106. https://doi.org/10.1007/3-7908-1636-1_7
Sifolo, P. P. S. (2020). Tourism Supply Chain Management: A Catalyst to Development in Africa. The Gaze: Journal of Tourism and Hospitality, 11(1), 126–139. https://doi.org/10.3126/gaze.v11i1.26635
Spina, G., Caniato, F., Luzzini, D., & Ronchi,S. (2013). Past, present and future trends of purchasing and supply management: An extensive literature review. Industrial Marketing Management, 42(8), 1202–1212. https://doi.org/10.1016/j.indmarman.2013.04.001
Stock, J. R., Boyer, S. L., & Harmon, T. (2010). Research opportunities in supply chain management. Journal of the Academy of Marketing Science, 38(1), 32–41. https://doi.org/10.1007/s11747-009-0136-2
Szpilko, D. (2017). ScienceDirect Tourism Supply Chain –Overview of Selected Literature. 182, 687–693. https://doi.org/10.1016/j.proeng.2017.03.180
Thomas-Francois, K., Joppe, M., & von Massow, M. (2018). Improving Linkages Through a Service-oriented Local Farmers–Hotel Supply Chain—An Explanatory Case in Grenada. Tourism Planning and Development, 15(4), 398–418. https://doi.org/10.1080/21568316.2017.1338200
Tippayawong, K. Y., Tiwaratreewit, T., & Sopadang, A. (2015). Positive Influence of Green Supply Chain Operations on Thai Electronic Firms’ Financial Performance. Procedia Engineering, 118(December 2015), 683–690. https://doi.org/10.1016/j.proeng.2015.08.503
Trade Logistics in the Global, E. (2018). Connecting to Compete. En Connecting to Compete 2018 (Número July). https://doi.org/10.1596/29971
Ujma, D. (2001). Distribution channels for tourism: theory and issues. En I. D. andLaw. Buhalis & E. (Eds.), Tourism distribution channels: Practices, issues and transformations (Continuum, pp. 33–52).
Union, A. H., Kadhim, H. K., & Ali, A. M. M. (2020). The prospect of using concurrent engineering for enhancing supply chain efficiency and reducing costs in the hospitality sector. African Journal of Hospitality, Tourism and Leisure, 9(2), 1–12.
Vachon, S., & Klassen, R. D. (2006). Extending green practices across the supply chain: The impact of upstream and downstream integration. International Journal of Operations and Production Management, 26(7), 795–821. https://doi.org/10.1108/01443570610672248
Wai, P. W., & Kuan, Y. W. (2011). Supply chain management, knowledge management capability, and their linkages towards firm performance. Business Process Management Journal, 17(6), 940–964. https://doi.org/10.1108/14637151111182701
Wang, Y., Wallace, S. W., Shen, B., & Choi, T. M. (2015). Service supply chain management: A review of operational models. European Journal of Operational Research, 247(3), 685–698. https://doi.org/10.1016/j.ejor.2015.05.053
Womack, J.P., Jones, D.T. y Roos, D. (2021). The impact of COVID-19 on the hotel supply chain management. Hotel and Tourism management, 9(2), 63–78.
World Commission on Environment and Development (WECD). (1987). Report of the World Commission on Environment and Development: Our Common Future (The Brundtland Report).
Xia, Y., Chen, B., Jayaraman, V., & Munson, C. L. (2015). Competition and market segmentation of the call center service supply chain. European Journal of Operational Research, 247(2), 504–514. https://doi.org/10.1016/j.ejor.2015.06.027
Xu, X., & Gursoy, D. (2015). A Conceptual Framework of Sustainable Hospitality Supply Chain Management. Journal of Hospitality Marketing and Management, 24(3), 229–259. https://doi.org/10.1080/19368623.2014.909691
Youngdahl, W. E., & Loomba, A. P. S. (2000). Service-driven global supply chains. International Journal of Service Industry Management, 11(4), 329–347.
Zhang, G., Wang, X., Wang, Y., & Kang, J. (2022). Research on the Resilient Evolutionary Game of Logistics Service Supply Chain with Government Participation. Mathematics, 10(4), 1–18. https://doi.org/10.3390/math10040630
Zhang, L., Ma, D., & Hu, J. (2021). Research on the sustainable operation of low-carbon tourism supply chain under sudden crisis prediction. Sustainability (Switzerland), 13(15). https://doi.org/10.3390/su13158228
Zhang, X., Song, H., & Huang, G. Q. (2009). Tourism supply chain management: A new researchagenda. Tourism Management, 30(3), 345–358. https://doi.org/10.1016/j.tourman.2008.12.010
Zhao, Y., Nie, J., & Shao, J. (2017). Business strategy analysis for an advertising service supply chain: A study with the publication industry. Journal of the Operational Research Society, 68(12), 1512–1520. https://doi.org/10.1057/s41274-016-0167-2
Publicado
Versiones
Cómo citar
Número
Sección
Licencia
Derechos de autor 2023 FACE: Revista de la Facultad de Ciencias Económicas y Empresariales
Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-CompartirIgual 4.0.
Atribución: debe dar el crédito apropiado, proporcionar un enlace a la licencia e indicar si se realizaron cambios. Puede hacerlo de cualquier manera razonable, pero no de ninguna manera que sugiera que el licenciante lo respalda a usted o su uso.
No comercial: no puede utilizar el material con fines comerciales.
CompartirIgual: si remezclas, transformas o construyes a partir del material, debes distribuir tus contribuciones bajo la misma licencia que el original.
Sin restricciones adicionales: no puede aplicar términos legales ni medidas tecnológicas que restrinjan legalmente a otros hacer cualquier cosa que la licencia permita.
