Due to the multifunctional character of supply chain management, the performance of
a supply chain can be regarded to encompass the strategic, tactical and operational
level of activities toplan, source, make and deliver (Gunasekaran et al., 2004). However,
it has often been highlighted that a supply chain is particularly aimed at providing
value via products and services in the hands of the consumer (Christopher, 2005, p. 17).
Therefore, this research investigates the effects of agility and robustness on the supply
chain’s customer value. Employing an agile or a robust strategy has implications
for the value of the supply chain for the respective customers. In their empirical work,
Wagner and Bode (2008) find that both supply- and demand-side risks have a
significant negative impact on supply chain performance, which they measure in terms
of order fill capacity, delivery dependability, customer satisfaction and delivery speed,