| Summary: | The supply chain today witnesses consumers being increasingly concerned about supply chain
transparency (SCT) in enterprises’ operations. To address this, digital technologies have the
potential to enhance SCT. Supply chain research has begun to advance the field’s understanding
of digitalisation in integrated supply chain networks, but many questions remain, including how
firms can effectively facilitate SCT and benefit from a customer-oriented perspective.
The gaps suggest the need for in-depth examination of digital technologies’ capabilities in
boosting SCT. Through the lenses of E-commerce industry, this paper seeks to further develop
the concept of SCT and its value creation in customer service via digitalisation efforts. The
findings result in the proposal of feasible real-life applications companies can emulate to offer
SCT that will lead to improved customer service.
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