Journal of Strategic Management and Future Studies

Journal of Strategic Management and Future Studies

Investigating the Impact of Supply Chain Disruptions on Customer Satisfaction in a Specific Industry with Regard to the Mediating Effect of Green Employee Empowerment

Document Type : Original Article

Authors
Maryam Souri 1
Saeed Abdi 2
Mohammad Keshavarz 3
Fatemeh Poursobhan Doraghi 4
1 M.Sc. in Industrial Management, Noavaran Institute of Higher Education, Kohdasht, Iran
2 M.Sc. in Industrial Engineering, Project Management, Markazi Branch, Naragh Azad University, Naragh, Iran
3 Ph.D. in Organizational Behavior Management, Semnan University, Semnan, Iran
4 M.Sc. in Public Administration, Transformation Management, Taft University, Yazd, Iran
10.22034/jsmf.2024.204889
Abstract
Today, according to the turbulent and changing environment of the industry, one of the important factors in customer satisfaction is the optimal performance of the supply chain. The current research was conducted with the aim of investigating the impact of supply chain disruptions on customer satisfaction in a specific industry, taking into account the mediating effect of empowering green employees. This study is applied and descriptive in terms of purpose and was conducted with a descriptive method. The statistical population in this study is 350 employees of Ghadir Nyriz Steel Company, who were selected by convenience sampling. In order to analyze the data, partial least squares method and Smart PLS-3 software were used. Convergent validity was used in order to check the validity, and Cronbach's alpha coefficient was used to evaluate the reliability, which was more than 0.7 for all research constructs. The obtained results indicate that supply chain disruptions have a negative and significant effect on customer satisfaction and green employee empowerment. Also, the positive and significant effect of green employee empowerment and customer satisfaction in a specific industry was confirmed. Finally, the results of this research showed that the green employee empowerment variable mediates the relationship between supply chain disruptions and customer satisfaction.
Keywords
Customer satisfaction
Green employee empowerment
Specific industry
Supply chain disruptions
Journal of Strategic Management and Future Studies
Volume 7, Issue 1
September 2024
Pages 1-22