End-consumers have become significantly prevalent in the contemporary supply chain management (SCM) dialogue. Due, in part, to the rapid development of mobile technologies and the growing emphasis on online retail order fulfillment and omni-channel SCM, there has been a shift toward more research on consumer-oriented SCM practices in the academic literature. This fairly new, but growing, body of research that has contributed to our understanding of the link between SCM and consumers has proliferated, yet without an overarching theory-driven conceptualization to connect to. The purpose of this article is to address this gap in the literature by providing a comprehensive review of research that has focused directly on consumer issues in SCM, and in doing so, present a conceptual model to add structure and clarity to this body of work. Based on themes that emerged from the literature, we propose the concept of "consumer-based supply chain management performance" as a framework to represent this research domain. Moreover, in presenting the framework and associated categories, future research opportunities are suggested, with the aim of further contributing to the growth, development, and structure of this contemporary SCM dialogue.


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pp. 395-428
Launched on MUSE
Open Access
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