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 language | English |
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| Title of host publication | Proceedings of the 19th Annual IPSERA Conference, May 16-19, 2010. Laapeenrata, Finland 2010 |
| Editors | V.-M. Virolainen |
| Place of Publication | Laapeenranta |
| Publisher | Lappeenranta University of Technology |
| Pages | 427-444 |
| Publication status | Published - 2010 |
| Event | conference; 19th Annual IPSERA Conference; 2010-05-16; 2010-05-19 - Duration: 16 May 2010 → 19 May 2010 |
Conference
| Conference | conference; 19th Annual IPSERA Conference; 2010-05-16; 2010-05-19 |
|---|---|
| Period | 16/05/10 → 19/05/10 |
| Other | 19th Annual IPSERA Conference |