Digital customer service: adopting digital technologies to improve supply chain transparency

• Main Author: Lee, Chih-Ying @ Joana Lee
• Other Authors: -
• Format: Final Year Project
• Language: English
• Published: Nanyang Technological University 2022
• Subjects: Engineering::Maritime studies
• Online Access: https://hdl.handle.net/10356/163429
• Institution: Nanyang Technological University

The supply chain today witnesses consumers being increasingly concerned about supply chain transparency (SCT) in enterprises’ operations. To address this, digital technologies have the potential to enhance SCT. Supply chain research has begun to advance the field’s understanding of digitalisation in integrated supply chain networks, but many questions remain, including how firms can effectively facilitate SCT and benefit from a customer-oriented perspective. The gaps suggest the need for in-depth examination of digital technologies’ capabilities in boosting SCT. Through the lenses of E-commerce industry, this paper seeks to further develop the concept of SCT and its value creation in customer service via digitalisation efforts. The findings result in the proposal of feasible real-life applications companies can emulate to offer SCT that will lead to improved customer service.