A client-centric risk-based taxonomy of service triads

Sourav Sengupta, TT Niranjan, Mohan Krishnamoorthy, Wendy van der Valk

Research output: Contribution to journalArticleScientificpeer-review

2 Citations (Scopus)


In client-provider-customer service triads, direct interactions between the providers and customers result in clients’ exposure to various risks. This paper develops a taxonomy of service triads based on four attributes of outsourced services that result in those risks: 1) business impact; 2) customer contact; 3) mode of interaction; and 4) relationship continuity. We conduct a qualitative study to develop a contextually rich understanding of the resulting taxonomy. Characterization of the four taxons, namely, ‘low-hazard,’ ‘easily-monitored,’ ‘to-be-watched,’ and ‘vulnerable’ service triads, based on agency theory, contributes to the understanding of how these services have traits and risks that are different from one another. It also provides insights into how the providers in each of the four taxons should be contracted and managed.
Original languageEnglish
Pages (from-to)1211-1233
Number of pages23
JournalService Industries Journal
Issue number15-16
Early online dateAug 2018
Publication statusPublished - Nov 2022


  • service triads
  • component services
  • taxonomy
  • qualitative study


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