Strategic fit of service supply chains

Despite the significant role that services play in the global economy, there has been minimal scholarship on service supply chains. This thesis develops relevant - and thus far largely absent - theory for the design of service supply chains, based on operant resources, the intangible resources that act on other resources. A qualitative study draws on service-dominant logic to develop the concept of service supply chain fit, which is the strategic consistency between a service firm's operant resources and its supply chain. A quantitative study validates service supply chain fit using survey data and indicates its positive effect on firm performance.