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An analysis of strategies for adopting blockchain technology in the after-sales service supply chain
Journal article   Open access   Peer reviewed

An analysis of strategies for adopting blockchain technology in the after-sales service supply chain

Azmat Ullah, Muhammad Ayat, Yi He and Benjamin Lev
Computers & industrial engineering, v 179, 109194
May 2023
DOI: https://doi.org/10.1016/j.cie.2023.109194
Featured in Collection :   UN Sustainable Development Goals @ Drexel
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https://myresearchspace.uws.ac.uk/ws/files/51284539/2023_03_22_Ullah_et_al_Analysis_accepted.pdfView
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Abstract

After-sales service Base warranty outsourcing Blockchain platform Consumers’ trust Game Theory
In this paper, we explore strategies for implementing blockchain technology in a supply chain where a manufacturer outsources base warranty (BW) repairs to a retailer and the retailer offers additional after-sales service. We developed a mathematical model and calculated the optimal strategies for supply chain members based on the traditional service platform (TSP), in which the retailer does not use blockchain technology, and on the blockchain service platform (BCSP), where the retailer uses blockchain technology to let the consumer track and trace after-sales service. Our analyses found that the benefits of BCSP include gaining consumers’ trust and earning reward tokens as an appreciation, however its implementation costs make it not always the ideal choice. In addition, based on the combined analysis of reward-tokens and consumers’ trust, we discovered ”triple win regions”, where in one of the regions the BCSP benefits manufacturer and retailer simultaneously, but only if the reward-token value exceeds a threshold. The threshold is based on consumers’ trust level, the failure rate of a product, and the cost of blockchain installation and operation. At the end, numerical analysis was conducted to validate the analytical results. • After sales service on traditional service platform links consumers’ distrust. • To mitigate the risk of distrust, blockchain service platform can be implemented. • Blockchain service platform implementation has associated costs and benefits. • A ‘triple win region’ exists where the blockchain service platform benefits firms. • Implementing blockchain service platform is not always the optimal decision.

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7 Record Views
20 citations in Web of Science
14 citations in Scopus

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UN Sustainable Development Goals (SDGs)

This publication has contributed to the advancement of the following goals:

#12 Responsible Consumption & Production

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Collaboration types
Domestic collaboration
International collaboration
Web of Science research areas
Computer Science, Interdisciplinary Applications
Engineering, Industrial
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