Date
9-25-2025
Department
Graduate School of Business
Degree
Doctor of Philosophy in Business Administration (PhD)
Chair
Joanne Jordan
Keywords
supply chain integration, internal integration, customer integration, supplier integration, business performance, customer satisfaction, integration challenges, technology
Disciplines
Business
Recommended Citation
Smith, Brayton J., "The Negative Impact of Limited Integration on Business Performance and Customer Satisfaction in Supply Chains." (2025). Doctoral Dissertations and Projects. 7479.
https://digitalcommons.liberty.edu/doctoral/7479
Abstract
The increased spatial complexity in global supply chains has created an environment of heightened dynamism. Technological innovation, a rapidly changing global economy, geopolitical challenges, and the erosion of trust between supply chain partners compound this issue, creating disruptions and challenges for organizational and supply chain partner decision-makers. This research fills a gap in the scholarly literature on supply chain integration, including a 360-degree view of the problem from the perspective of the customer, supplier, and focal organizations. To address the gaps in the existing body of knowledge, the researcher conducted a flexible design multiple-case study using a constructivist research paradigm. Primary data were collected through semi-structured interviews with executives, directors, and senior-level leaders operating in eight industries with supply chains. The primary data were triangulated through quantitative secondary data collected through a survey and publicly available datasets. Dynamic Capability Theory was critical to this research, guiding the researcher to explore vital aspects such as resource configuration within and across supply chain organizations, innovation in process implementation, strategic flexibility and resilience, and learning mechanisms for organizations. The research contributes to the scholarly literature by informing both theory and practice on current themes in supply chain integration in the United States across eight industries and various organizational types. Future research should aim to investigate the problem in other industries within this geographic region, thereby filling gaps in the existing body of knowledge on this topic.
