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

Abstract

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.
LanguageEnglish
Pages1-23
Number of pages23
JournalService Industries Journal
Early online dateAug 2018
DOIs
StateE-pub ahead of print - Aug 2018

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Taxonomies
Hazards
Triad
Taxonomy
Industry
Interaction

Keywords

  • service triads
  • component services
  • taxonomy
  • qualitative study

Cite this

Sengupta, Sourav ; Niranjan, TT ; Krishnamoorthy, Mohan ; van der Valk, Wendy. / A client-centric risk-based taxonomy of service triads. In: Service Industries Journal. 2018 ; pp. 1-23
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A client-centric risk-based taxonomy of service triads. / Sengupta, Sourav; Niranjan, TT; Krishnamoorthy, Mohan; van der Valk, Wendy.

In: Service Industries Journal, 08.2018, p. 1-23.

Research output: Contribution to journalArticleScientificpeer-review

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