Roger Maull

Operationalising IoT for reverse supply: the development of use-visibility measures

Purpose – Improvement of reverse supply chains requires accurate and timely information about the patterns of consumption. In the consumer context, the ways to generate and access such use-visibility data are in their infancy. The purpose of this study is to demonstrate how the Internet of Things (IoT) may be operationalised in the domestic setting to capture data on a consumer’s use of products and the implications for reverse supply chains. Design/methodology/approach – This study uses an explorative case approach drawing on data from studies of six UK households. “Horizontal” data, which reveals patterns in consumers’ use processes, is generated by combining “vertical” data from multiple sources. Use processes in the homes are mapped using IDEF0 and illustrated with the data. The quantitative data are generated using wireless sensors in the home, and qualitative data are drawn from online calendars, social media, interviews and ethnography. Findings – The study proposes four generic measurement categor...

Experience co-creation in financial services: an empirical exploration

Purpose – The purpose of this paper is to explore how financial services (FS) organizations manage the customer experience. It aims to establish what practices are used, to articulate the role of the FS context in influencing the choice of practices, and to identify how these practices support experience co-creation from the perspective of the organization. Design/methodology/approach – The authors adopt a multiple case study approach. In total, 23 cases provide a rich understanding of the phenomenon studied which permits grounding the findings on robust data. Findings – The authors identify five practices that are consistently used by FS organizations to manage the customer experience. The findings suggest that four industry-specific characteristics affect the choice of these practices. The results also reveal how these practices support the co-creation of the customer experience. Research limitations/implications – The authors focus on the FS context only, do not examine the impact of the practices on p...

In search of a circular supply chain archetype – a content-analysis-based literature review

Abstract This paper addresses questions of how extant research discourses concerning the sustainability of supply chains contribute to understanding about circularity in supply chain configurations that support restorative and regenerative processes, as espoused by the Circular Economy ideal. In response to these questions, we develop a content-based literature analysis to progress theoretical body of knowledge and conceptualise the notion of a circular supply chain. We derive an archetypal form from four antecedent sustainable supply chain narratives – ‘reverse logistics’, ‘green supply chains’, ‘sustainable supply chain management’ and ‘closed-loop supply chains’. This paper offers five propositions about what the circular supply chain archetype represents in terms of its scope, focus and impact. Novel insights lead to a definition of circular supply chain and a more coherent foundation for future inquiry and practice.

Transitioning to the Pull Economy: The Case of the UK Railways

Digital technologies are rapidly changing a broad variety of industries. This paper investigates the role of digital disruption in the UK Railways. Digital will disrupt even slow moving industries such as the rail industry in a number of ways from both supply and demand side, and its effects on customers may exist in a world of different pull based solutions. The current dominant design means that the existing industry underestimates the impact of digital and how this will enable all travel customers to pull solutions.

Business Models in the Circular Economy and the Enabling Role of Circular Supply Chains

Despite the growing recognition of the benefits promoted by new business initiatives in the circular economy, little is currently understood about the eco-innovative features of the new business models in this context and the enabling role of “circular” supply chains supporting such models. This chapter offers theoretical propositions that describe fundamental features of a circular supply chain archetype in terms of scope, focus and impact. Novel insights lead to a formal definition of circular supply chain and a more coherent foundation for future inquiry and practice. A discussion of key “circularity” aspects of business models provides a practical illustration of both the theoretical concepts addressed in the chapter and real-life business examples of circular economy praxis.