2013
DOI: 10.1080/14783363.2013.776766
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Controlling outsourced service delivery: managing service quality in business service triads

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Cited by 37 publications
(42 citation statements)
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“…The first key area addressed is the contingent nature of control and coordination in service triads. This is an important insight as to the best of our knowledge, no studies of service triads to date (e.g., Li & Choi, ; Van der Valk & Van Iwaarden, ; Van Iwaarden & Van der Valk, ) have explored the relationship between the context and control and/or coordination in service triads. We identified four contextual factors: customer's exposure to business and operational risk due to potential failure of the offering (i.e., solution); the offering's immediate substitutability; the absence or presence of contractual safeguards; and relationship closeness with the customer.…”
Section: Discussionmentioning
confidence: 95%
See 1 more Smart Citation
“…The first key area addressed is the contingent nature of control and coordination in service triads. This is an important insight as to the best of our knowledge, no studies of service triads to date (e.g., Li & Choi, ; Van der Valk & Van Iwaarden, ; Van Iwaarden & Van der Valk, ) have explored the relationship between the context and control and/or coordination in service triads. We identified four contextual factors: customer's exposure to business and operational risk due to potential failure of the offering (i.e., solution); the offering's immediate substitutability; the absence or presence of contractual safeguards; and relationship closeness with the customer.…”
Section: Discussionmentioning
confidence: 95%
“…Transitivity is one of the basic structural characteristics of service triads (Wynstra et al., ). Criterion 2 — Existing relationships: This enables the observation of longer‐term relationships, which tend to mature and accumulate significant relational history (Anderson & Narus, ). Moreover, this criterion allows us to examine the relationships that were more stable with less exposure to the uncertainties of new relationships or ones that were at the end of their lifespan. Criterion 3—Presence of different control and coordination mechanisms: As the focus of our study is on control and coordination mechanisms within service triads, triads were chosen that used a range of control and coordination mechanisms (Gulati et al., ; Van der Valk & Van Iwaarden, ; Van Iwaarden & Van der Valk, ). Criterion 4 — Differing levels of task and environment uncertainty: This follows from the preceding criterion. As we were examining differing levels of control and coordination, we required cases that had differing levels of task and environmental uncertainty as these are posited to require different levels of coordination (Gulati et al., ; Xu & Beamon, ).…”
Section: Methodsmentioning
confidence: 99%
“…the travel providers). In general, very little research has addressed business-to-business service quality (Niranjan & Metri, 2008;Van Iwaarden & van der Valk, 2013), while studies on corporate travel have not explicitly addressed internal service quality (see e.g. Gustafson, 2013) related to the whole process of corporate travel starting from the travel request all the way to post-travel reimbursement.…”
Section: Commitment Strategiesmentioning
confidence: 99%
“…Once expectations are sufficiently satisfied, customers will definitely assess the services which significantly stimulate their purchase intention and positive attitude towards service providers (Kandampully, Mok, & Sparks, 2001). On investigating the internal management dimension, a wide range of previous studies have utilised the SERVQUAL scale (Parasuraman et al, 1988) to examine five determinant factors of tangibility, reliability, responsiveness, assurance, and empathy (Grant, 2003;Dror & Sukenik, 2011;Marimon et al, 2012;van Iwaarden & van der Valk, 2013). Due to these factors' significant impacts on customer satisfaction towards agencies' service quality performance and their crucial roles in fulfilling CNs (Kandampully & Solnet, 2005), this study adopts the SERVQUAL scale for exploring travel agencies' internal management.…”
Section: Travel Agencies' Internal Managementmentioning
confidence: 99%