Service only supply chain (SOSC) concept is service supply chain (SSC) implementation on pure services. The globalization and stakeholder pressure makes operation of SSC should give the attention to the environment effect, community, economic and intangibility assets. SOSC performance measurement (SOSCPM) may be developed for measuring of performance for sustainability aspects and intangibility assets to meet customer satisfaction. This article discusses sustainable SOSCPM based on balanced scorecard (BSC), include sustainability aspects, intangibility and relations between perspectives and indicators. From literature review, it is found 34 performance indicators that must be confirm to expert and SC actors by survey. From survey validation using weighted average and level of consensus, it is found 29 valid indicators for processed by DEMATEL. From DEMATEL, it is found 26 indicators can be used on sustainable SOSCPM. Furthermore, innovation and growth perspective most influence to other, and customer perspective most important. Intangibility indicators incorporated on innovation and growth perspective very related with human resources. Finally, relations between perspectives and indicator used to design of BSC strategy maps.

Original languageEnglish
Article number012023
JournalIOP Conference Series: Materials Science and Engineering
Issue number1
Publication statusPublished - 10 Apr 2018
Event1st International Conference on Industrial and Systems Engineering, IConISE 2017 - Denpasar, Bali, Indonesia
Duration: 29 Aug 201730 Aug 2017


Dive into the research topics of 'Using DEMATEL approach to develop relationships of performance indicators on sustainable service only supply chain performance measurement'. Together they form a unique fingerprint.

Cite this