Guest editorial: Deepening the theoretical understanding of agility and resilience in global supply chains

ABSTRACT

Specifically, they address the following broad topics the role of organizational intangible resources in facilitating supply chain resilience, the application of resilience to service recovery, the long-term view of supply chain resilience, the multifaceted effect of supply base complexity on supply chain agility and resilience, and the application of agility to improve customer performance. Using a cross-sectional questionnaire, the authors collected data from 180 medium-to senior-level managers and found that organizational learning has a positive impact on supply chain resilience, while organizational innovativeness and organizational agility mediate this relationship. To illustrate, the value of returns in the USA amounted to $400 bn in 2020 (National Retail Federation, 2021). [...]a recent customer survey by United Parcel Service showed that about 58% of consumers are not satisfied with the service they encounter when returning products to retailers (Warren, 2020). Furthermore, in keeping with the focus of the special issue on the theoretical underpinnings of supply chain resilience, the authors draw on procedural justice theory to also explore the mediating roles of procedural justice (i.e. the policies and procedures used to offer the desired customer outcome) and interactional justice (i.e. the customer's interpersonal treatment during service recovery) in the relationship between service recovery resilience on the one hand and customer satisfaction and customer loyalty on the other.