Retail service-based operant resources and market performance

Purpose - The service-dominant logic (SDL) concept is reshaping the view of business-to-business research and practice. Thus, understanding the role of knowledge-based operant resources, a key component of the SDL paradigm, in the ability of supply chains to shape competitive advantage and performance outcomes is vital. Further, operant resources have a hierarchical structure, with differing effects in building value for a supply chain. This research seeks to explore the effects of different levels of hierarchical operant resources in a retail supply chain setting. Design/methodology/approach - A survey was collected from 300 retailing informants who deal with both key suppliers and customers. The data were examined using hierarchical regression to explore the influence of internal and external operant resources on market performance, subject to the moderating effects of top management support and relationship quality. Findings - There is a positive relationship between internal and external operant resources with market performance outcomes, but those relationships are subject to support from top management toward retailing supply chain relational initiatives. Thus, intangible, dynamic, customer-oriented resources play an important role in developing retail supply chains' ability to achieve a market advantage. Originality/value - This research addresses a need to explore the implications of SDL in a supply chain context by examining the implications of influences of retailer operant resources on the supplier. Further, this research explores the question of operant resources by analysing those resources at various levels within supply chain relationships.