[Agus, A., Hassan, Z. (2011) Enhancing production performance and customer performance through Total Quality Management (TQM): strategies for competitive advantage, Procedia Social and Behavioral Sciences, 24, 1650-1662.10.1016/j.sbspro.2011.09.019]Search in Google Scholar
[Ahmed, P.K., Hardaker, G., Carpenter, M. (1996) Integrated flexibility – key to competition in a turbulent environment, Long Range Planning, 29(4), 562-571.10.1016/0024-6301(96)00048-9]Search in Google Scholar
[Ahola, T., Laitinen, E., Kujala, J., Wikstrom, K. (2008) Purchasing strategies and value creation in industrial turnkey, International Journal of Project Management, 26, 87-94.10.1016/j.ijproman.2007.08.008]Search in Google Scholar
[Autry, C.W. (2005) Formalization of reverse logistics programs: A strategy for managing liberalized returns, Industrial Marketing Management, 34, 749-757.10.1016/j.indmarman.2004.12.005]Search in Google Scholar
[Ballou, R.H. (2004) Business Logistics/Supply Chain Management: planning, organising, and controlling the supply chain, 4th ed, Upper Saddle River, NJ: Prentice Hall.]Search in Google Scholar
[Bhutta, M.K.S., Rana, A.I., Asad, U. (2008) Owner characteristics and health of SMEs in Pakistan, Journal of Small Business and Enterprise Development, 15(1), 130-149.10.1108/14626000810850883]Search in Google Scholar
[Bon, A.T., Mustafa, E.M.A. (2013) Impact of Total Quality Management on innovation in service organisations: literature review and new conceptual framework, Procedia Engineering, 53, 516-529.10.1016/j.proeng.2013.02.067]Search in Google Scholar
[Bowersox, D.J., Closs, D.J., Cooper, M.B. (2002) Supply chain logistics management, Boston, Mass: McGraw-Hill.]Search in Google Scholar
[Caridi, M., Cavalieri, S. (2004) Multi-agent systems in production planning and control: An overview, Production Planning and Control, 15(2), 106-118.10.1080/09537280410001662556]Search in Google Scholar
[Chen, W.H. (1999). The manufacturing strategy and competitive priority of SMEs in Taiwan: A case survey, Asia Pacific Journal of Management, 16, 331-349.10.1023/A:1015408114144]Search in Google Scholar
[Chow, C.K.W. (2014) Customer satisfaction and service quality in the Chinese airline, Journal of Air Transport Management, 35, 102-107.10.1016/j.jairtraman.2013.11.013]Search in Google Scholar
[Choy, K.L., Chow, H.K.H., Tan, K.H., Chan, C.K., Mok, E.C.M., Wang, Q. (2008) Leveraging the supply chain flexibility of third party logistics: Hybrid knowledge-based system approach, Expert Systems with Application, 35, 1998-2016.10.1016/j.eswa.2007.08.084]Search in Google Scholar
[Coyle, J.J., Bardi, E.J., Langley C.J. (2003) The Management of Business Logistics: A supply chain perspective, 7th ed. Canada: Thomson Learning.]Search in Google Scholar
[Creswell, J.W. (2013). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches. London: Sage Publication.]Search in Google Scholar
[Denis, D.J. (2011) Multiple linear regression using SPSS, Retrieved August 20, 2012 from: http://psychweb.psy.umt.edu//denis/datadecision/front/stat_II_2011/psyx_521_multiple_regresson_part_II.pdf.]Search in Google Scholar
[Dolgui, A., Prodhon, C. (2007), Supply planning under uncertainties in MRP environments: A state of the art, Annual Reviews in Control, 31, 269-279.10.1016/j.arcontrol.2007.02.007]Search in Google Scholar
[Duclos, L.K., Vokurka, R.J. Lummus, R.R. (2003) A conceptual model of supply chain flexibility, Industrial Management and Data System, 103(6), 446-456.10.1108/02635570310480015]Search in Google Scholar
[Ellegaard, C. (2006) Small company purchasing: A research agenda, Journal of Purchasing and Supply Management, 12, 272-283.10.1016/j.pursup.2006.08.004]Search in Google Scholar
[Field, A. (2009) Discovering statistics using SPSS (and sex and drugs and rock ‘n’ roll), Los Angeles, CA: Sage.]Search in Google Scholar
[Fouché, C.B. (2005). Qualitative research designs. In De Vos, A.S., Strydom, H., Fouché, C.B. and Delport, C.S.L. Research at Grass Roots for the Social Services and Human Services Professions. 3rd ed. Pretoria: Van Schaik Publishers: 267-273.]Search in Google Scholar
[Genchev, S.E. (2009) Reverse logistics program design: A company study, Business Horizons, 52, 139-148.10.1016/j.bushor.2008.09.005]Search in Google Scholar
[Gong, Z. (2008) An economic evaluation model of supply chain flexibility, European Journal of Operational Research, 184, 745-758.10.1016/j.ejor.2006.11.013]Search in Google Scholar
[Gosling, J., Purvis, L., Naim, M.M. (2009) Supply chain flexibility as a determinant of supplier selection, International of Journal of Production Economics, 1, 1-11.10.1016/j.ijpe.2009.08.029]Search in Google Scholar
[Herrmann, A., Huber, F., Braunstein, C. (2000) Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction, International Journal of Production Economics, 66, 77-96.10.1016/S0925-5273(99)00114-0]Search in Google Scholar
[Hong, J. (2007) Transport and the location of foreign logistics firms: The Chinese experience, Transportation Research Part A, 41, 597-609.10.1016/j.tra.2006.11.004]Search in Google Scholar
[Horn, S., Pesonen, H. (2014) Evaluating the Climate SWOT as a tool for defining climate strategies for business. Journal of Cleaner Production, 64, 562-571.10.1016/j.jclepro.2013.10.013]Search in Google Scholar
[Horvath, P.A., Autry, C.W., Wilcox, W.E. (2005) Liquidity implications of reverse logistics for retailers: A Markov chain approach, Journal of Retailing, 18(3), 191-203.10.1016/j.jretai.2005.07.003]Search in Google Scholar
[Hugo, W.M.J., Babenhorst-weiss, J.A., Van rooyen, D.C. (2002) Purchasing and Supply Management, 4th ed. Pretoria: Van Schaik Publishers.]Search in Google Scholar
[Kim, D., Cavusgil, S.T., Cavusgil, E. (2013) Does IT alignment between supply chain partners enhance customer value creation? An empirical investigation, Industrial Marketing Management, 42, 880-889.10.1016/j.indmarman.2013.05.021]Search in Google Scholar
[Lai, K.H., Ngai, E.W.T., Cheng, T.C.E. (2002) Measures for evaluating supply chain performance in transport logistics, Transportation Research Part E, 38, 439-456.10.1016/S1366-5545(02)00019-4]Search in Google Scholar
[Langford, J.W. (2007) Logistics principle and applications. 2nd ed, NY: McGraw-Hill.]Search in Google Scholar
[Lindahl, P., Robert, K.H., Ny, H., Broman, G. (2014) Strategic sustainability considerations in materials management, Journal of Cleaner Production, 64, 98-103.10.1016/j.jclepro.2013.07.015]Search in Google Scholar
[Ling-yee, L., Ogunmokun, G.O. (2008) An empirical study of manufacturing flexibility of exporting firms in China: How do strategic and organisational contexts matter? Industrial Marketing Management, 37, 738-751.10.1016/j.indmarman.2007.05.007]Search in Google Scholar
[Malhotra, N.K. (2010). Marketing research: an applied orientation. 6th ed. Eaglewood cliffs: Prentice-hall.]Search in Google Scholar
[March, S.T., Hevner, A.R. (2007) Integrated decision support systems: A data warehousing perspective, Decision Support System, 43, 1031-1043.10.1016/j.dss.2005.05.029]Search in Google Scholar
[Matzler, K., Hinterhuber, H.H. (1998) How to make product development projects more successful by integrating Kano’s model of customer satisfaction into quality function deployment, Technovation, 18(1), 25-38.10.1016/S0166-4972(97)00072-2]Search in Google Scholar
[Mentzer, J.T., Flint, D.J., Hult, T.M. (2001) Logistics Service Quality as a Segment-Customised process, Journal of Marketing, 65, 82-104.10.1509/jmkg.65.4.82.18390]Search in Google Scholar
[Millen, R, Sohal, A., Moss, S. (1999) Quality management in the logistics function: An empirical study, International Journal of Quality and Reliability Management, 16(2), 166-180.10.1108/02656719910239929]Search in Google Scholar
[Molz R. (1998) Steps to Strategic Management: A Guide for Entrepreneurs, NY: Word Ware Publishing Inc.]Search in Google Scholar
[Mostert, J.W., Oosthuizen, A.G., Smith, P.C., Van der vyver, T.C. (2007) Micro-economics: A Southern African Perspective, Cape Town: Juta.]Search in Google Scholar
[Mukherjee, D., Gaur, A.S., Datta, A. (2013) Creating value through offshore outsourcing: an integrative framework, Journal of International Management, 19, 377-389.10.1016/j.intman.2013.03.015]Search in Google Scholar
[Mula, J., Poler, R., Garcia-sabater, J.P., Lario, F.C. (2006) Models for production planning under uncertainty: A review, International Journal of Production Economics, 103, 271-285.10.1016/j.ijpe.2005.09.001]Search in Google Scholar
[Muradzikwa, S., Smith, L., De Villiers, P. (2004) Economics, NY: Oxford University Press.]Search in Google Scholar
[Narasimhan, R., Talluri, S. (2004) Exploring flexibility and execution competencies of manufacturing firms, of Journal of Operations Management, 22, 91-106.10.1016/j.jom.2003.12.003]Search in Google Scholar
[Nath, P., Nachiappan, S., Ramanathan, R. (2010) The impact of marketing capability, operations capability and diversification strategy on performance: a resource-based view, Industrial Marketing Management, 39, 317-329.10.1016/j.indmarman.2008.09.001]Search in Google Scholar
[Park, Y.T. (2006) An empirical investigation of the effects of data warehousing on decision performance, Information and Management, 43, 51-61.10.1016/j.im.2005.03.001]Search in Google Scholar
[Paulraj, A., Chen, I.J., Flynn, J. (2006) Levels of strategic purchasing: Impact on supply integration and performance, Journal of Purchasing and Supply Management, 12, 107-122.10.1016/j.pursup.2006.08.002]Search in Google Scholar
[Prakash, G. (2011) Service quality in supply chain: empirical evidence from Indian automotive industry, Supply Chain Management: An International Journal, 16(5), 362-378.10.1108/13598541111155866]Search in Google Scholar
[Ramond, L., Croom, S. (2008) The impact of evolutionary and developmental metaphors on Purchasing and Supply Management: A critique, Journal of Purchasing and Supply Management, 14, 192-204.10.1016/j.pursup.2008.04.001]Search in Google Scholar
[Rosenbusch, N., Brinckmann, J., Bausch, A. (2011) Is innovation always beneficial? A menta-analysis of the relationship between innovation and performance in SMEs, Journal of Business Venturing, 26, 441-457.10.1016/j.jbusvent.2009.12.002]Search in Google Scholar
[Sanchez, A.M., Perez, M.P. (2005) Supply chain flexibility and firm performance: A conceptual model and empirical study in the automotive industry, International Journal of Operations and Production Management, 25(7), 681-700.10.1108/01443570510605090]Search in Google Scholar
[Saura, I.G., Frances, D.S., Contri, G.B., Blasco, M.F. (2008) Logistics service quality: A new way to loyalty, Industrial Management and Data Systems, 108(5), 650-668.10.1108/02635570810876778]Search in Google Scholar
[Schwarz, C. (2014) Toward an understanding of the nature and conceptualisation of outsourcing success, Information and Management, 51, 152-164.10.1016/j.im.2013.11.005]Search in Google Scholar
[Sharifl, H., Ismail, H.S., Qiu, J., Tavani, S.N. (2013) Supply chain strategy and its impacts on product and market growth strategies: a case study of SMEs, International Journal of Production Economics, 145, 397-408.10.1016/j.ijpe.2013.05.005]Search in Google Scholar
[Shin, J., Lee, H. (2013), Low-risk opportunity recognition from mature technologies for SMEs, Journal of Engineering and Technology Management, 30, 402-418.10.1016/j.jengtecman.2013.09.002]Search in Google Scholar
[Skintzi, G., Ioannou, G. and Prastacos, G. (2008). Investigating warehousing policies. International Journal of Product Economics, 112, 955-970.10.1016/j.ijpe.2007.08.004]Search in Google Scholar
[Sohal, A.S., Netto, B.D., Fitzpatrick, P., Noori, H. (2001). The roles and responsibilities of production/operations managers in SMEs: evidence from Canada, Technovation, 21, 437-448.10.1016/S0166-4972(00)00060-2]Search in Google Scholar
[Song, D.P., Dong, J.X., Xu, J. (2014) Integrated inventory management and supplier base reduction in a supply chain with multiple uncertainties, European Journal of Operational Research, 232, 522-536.10.1016/j.ejor.2013.07.044]Search in Google Scholar
[Subramanian, N., Gunasekaran, A., Yu, J., Cheng, J., NING, K. (2014) Customer satisfaction and competitiveness in the Chinese E-retailing structural equation modelling (SEM) approach to identify the role of quality factors, Expert Systems with Applications, 41, 6-80.10.1016/j.eswa.2013.07.012]Search in Google Scholar
[Sui, W., Lin, T., Fang, W., Lui, Z.C. (2006) An institutional analysis of the new product development process of small and medium enterprises (SMEs) in China, Hong Kong and Taiwan, Industrial Marketing Management, 35, 323-335.10.1016/j.indmarman.2005.04.008]Search in Google Scholar
[Sun, K.A., Kim, D.Y. (2013) Does customer satisfaction increase firm performance? An application of American Customer Satisfaction Index (ACSI), International Journal of Hospitality Management, 35, 68-77.10.1016/j.ijhm.2013.05.008]Search in Google Scholar
[Tachizawa, E.M., Gimenez, C. (2010) Supply flexibility strategies in Spanish firms: Results from a survey, International Journal of Production Economics, 124, 214-224.10.1016/j.ijpe.2009.11.020]Search in Google Scholar
[Tassabehji, R., Moorhouse, A. (2008) The changing role of procurement: Developing professional effectiveness, Journal of Purchasing and Supply Management, 14, 55-68.10.1016/j.pursup.2008.01.005]Search in Google Scholar
[Taylor, G.D. (2008) Logistics engineering handbook, Boca Raton, NY: CRC Press.]Search in Google Scholar
[Terpstra, M., Verbeeten. FHM. (2014) Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry. European Management Journal, 32, 3, 499-508.10.1016/j.emj.2013.07.001]Search in Google Scholar
[Todorut, A.V. (2012) Sustainable development of organisations through total quality management, Procedia – Social and Behavioral Sciences, 62, 927-931.10.1016/j.sbspro.2012.09.157]Search in Google Scholar
[Van der vorst, J.G.A.J., Beulens, A.J.M., Van beek, P. (2005) Innovations in logistics and ICT in food supply chain networks, In Jongen, W.M.F., Meulenberg, M.T.G., ed. Innovation in Agric-Food System, Wageningen: Wageningen Academic Publishers, pp: 245-292.]Search in Google Scholar
[Venter, P. (2006) Analysing the internal environment. In Louw, L., Venter, P., ed, Strategic Management: winning in the Southern African workplace, Cape Town: Oxford, pp: 148-174.]Search in Google Scholar
[Voortman, C. (2004) Global logistics Management, Lansdowne, Cape Town: Juta.]Search in Google Scholar
[Waller, D.L. (2003) Operational management: A supply chain approach. 2nd ed. Bedford Row, London: Thomson.]Search in Google Scholar
[Watson, H.J., Goodhue, D.L., Wixom, B.H. (2001) The benefits of data warehousing: Why some organisations realise exceptional payoffs, Information and Management, 39, 491-502.10.1016/S0378-7206(01)00120-3]Search in Google Scholar
[Wixom, B.H., Watson, H.J. (2001) An empirical investigation of the factors affecting data warehousing success, MIS Quarterly, 25(1), 17-41.10.2307/3250957]Search in Google Scholar
[Wong, C.W.Y., Karia, N. (2010) Explaining the competitive advantage of logistics service providers: a resource-based view approach, International Journal of Production Economics, 128, 51-67.10.1016/j.ijpe.2009.08.026]Search in Google Scholar
[Wong, C.W.Y., Lai, K.H., Ngai, E.W.T. (2009) The role of supplier operational adaptation on the performance of IT-enabled transport logistics under environmental uncertainty, International Journal of Production Economics, 122, 47-55.10.1016/j.ijpe.2008.12.023]Search in Google Scholar
[Zhang, Q., Vonderembse, M.A., Su Lim, J. (2003) Manufacturing flexibility: Defining and analysing relationships among competence, capability, and customer satisfaction, Journal of Operational Management, 21, 173-191.10.1016/S0272-6963(02)00067-0]Search in Google Scholar
