Controlling service delivery in service triads

J. Iwaarden, van, W. Valk, van der, L. Aalders

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Abstract

Organizations are increasingly sourcing services that are directly delivered to their (end) customers by external providers. Buying organization, supplier and (end) customer operate in a triadic service relationship. In these triads, the buying organization lacks direct control over service delivery and has to rely on the supplier for a successful service experience of the (end) customer. The purpose of this study is to build theory on controlling service delivery in these supply triads by means of a single case study. We find that buying organizations are able to control service delivery in service triads by exerting control in other phases than the service delivery phase.
Original languageEnglish
Title of host publicationProceedings of the 19th Annual IPSERA Conference, May 16-19, 2010. Laapeenrata, Finland 2010
EditorsV.-M. Virolainen
Place of PublicationLaapeenranta
PublisherLappeenranta University of Technology
Pages427-444
Publication statusPublished - 2010
Eventconference; 19th Annual IPSERA Conference; 2010-05-16; 2010-05-19 -
Duration: 16 May 201019 May 2010

Conference

Conferenceconference; 19th Annual IPSERA Conference; 2010-05-16; 2010-05-19
Period16/05/1019/05/10
Other19th Annual IPSERA Conference

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