Classifying service triads to gain strategic insight

Sourav Sengupta, Tarikere T Niranjan, Wendy van der Valk

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Abstract

Service triads refer to triadic relationships where a client firm (buying organization) outsources its service delivery to a third party supplier (vendor) who directly serves the client’s customer. Given the vast diversity of service triads, a one-size-fits-all approach of studying them is ineffective. Accordingly, the purpose of this study is to classify them into logical groupings such that commonalities in managerial issues can be identified and knowledge transfer can occur across industries. We identify attributes to classify service triads based on a theoretically informed qualitative study involving managers from a wide spectrum of service experiences. Further, a client-focused dilemma matrix is proposed to explicate the critical decision challenges that the client firm faces in triadic relationships. The study provides insights into strategic decision-making, which are presented as propositions and recommendations.
Original languageEnglish
Title of host publicationAcademy of Management Proceedings
Subtitle of host publicationOpening Governance
EditorsJohn Humphreys
Place of PublicationVancouver, Canada
PublisherAcademy of Management
DOIs
Publication statusPublished - 7 Aug 2015

Fingerprint

Triad
Grouping
Industry
Qualitative study
Knowledge transfer
Managers
Logic
Vendors
Commonality
Strategic decision making
Service experience
Service delivery
Suppliers

Cite this

Sengupta, S., Niranjan, T. T., & van der Valk, W. (2015). Classifying service triads to gain strategic insight. In J. Humphreys (Ed.), Academy of Management Proceedings: Opening Governance [17517] Vancouver, Canada: Academy of Management. https://doi.org/10.5465/AMBPP.2015.17517abstract
Sengupta, Sourav ; Niranjan, Tarikere T ; van der Valk, Wendy. / Classifying service triads to gain strategic insight. Academy of Management Proceedings: Opening Governance. editor / John Humphreys. Vancouver, Canada : Academy of Management, 2015.
@inproceedings{d1e55d720f4a45f5958ee1d175a68aef,
title = "Classifying service triads to gain strategic insight",
abstract = "Service triads refer to triadic relationships where a client firm (buying organization) outsources its service delivery to a third party supplier (vendor) who directly serves the client’s customer. Given the vast diversity of service triads, a one-size-fits-all approach of studying them is ineffective. Accordingly, the purpose of this study is to classify them into logical groupings such that commonalities in managerial issues can be identified and knowledge transfer can occur across industries. We identify attributes to classify service triads based on a theoretically informed qualitative study involving managers from a wide spectrum of service experiences. Further, a client-focused dilemma matrix is proposed to explicate the critical decision challenges that the client firm faces in triadic relationships. The study provides insights into strategic decision-making, which are presented as propositions and recommendations.",
author = "Sourav Sengupta and Niranjan, {Tarikere T} and {van der Valk}, Wendy",
year = "2015",
month = "8",
day = "7",
doi = "10.5465/AMBPP.2015.17517abstract",
language = "English",
editor = "John Humphreys",
booktitle = "Academy of Management Proceedings",
publisher = "Academy of Management",
address = "United States",

}

Sengupta, S, Niranjan, TT & van der Valk, W 2015, Classifying service triads to gain strategic insight. in J Humphreys (ed.), Academy of Management Proceedings: Opening Governance., 17517, Academy of Management, Vancouver, Canada. https://doi.org/10.5465/AMBPP.2015.17517abstract

Classifying service triads to gain strategic insight. / Sengupta, Sourav; Niranjan, Tarikere T; van der Valk, Wendy.

Academy of Management Proceedings: Opening Governance. ed. / John Humphreys. Vancouver, Canada : Academy of Management, 2015. 17517.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

TY - GEN

T1 - Classifying service triads to gain strategic insight

AU - Sengupta, Sourav

AU - Niranjan, Tarikere T

AU - van der Valk, Wendy

PY - 2015/8/7

Y1 - 2015/8/7

N2 - Service triads refer to triadic relationships where a client firm (buying organization) outsources its service delivery to a third party supplier (vendor) who directly serves the client’s customer. Given the vast diversity of service triads, a one-size-fits-all approach of studying them is ineffective. Accordingly, the purpose of this study is to classify them into logical groupings such that commonalities in managerial issues can be identified and knowledge transfer can occur across industries. We identify attributes to classify service triads based on a theoretically informed qualitative study involving managers from a wide spectrum of service experiences. Further, a client-focused dilemma matrix is proposed to explicate the critical decision challenges that the client firm faces in triadic relationships. The study provides insights into strategic decision-making, which are presented as propositions and recommendations.

AB - Service triads refer to triadic relationships where a client firm (buying organization) outsources its service delivery to a third party supplier (vendor) who directly serves the client’s customer. Given the vast diversity of service triads, a one-size-fits-all approach of studying them is ineffective. Accordingly, the purpose of this study is to classify them into logical groupings such that commonalities in managerial issues can be identified and knowledge transfer can occur across industries. We identify attributes to classify service triads based on a theoretically informed qualitative study involving managers from a wide spectrum of service experiences. Further, a client-focused dilemma matrix is proposed to explicate the critical decision challenges that the client firm faces in triadic relationships. The study provides insights into strategic decision-making, which are presented as propositions and recommendations.

U2 - 10.5465/AMBPP.2015.17517abstract

DO - 10.5465/AMBPP.2015.17517abstract

M3 - Conference contribution

BT - Academy of Management Proceedings

A2 - Humphreys, John

PB - Academy of Management

CY - Vancouver, Canada

ER -

Sengupta S, Niranjan TT, van der Valk W. Classifying service triads to gain strategic insight. In Humphreys J, editor, Academy of Management Proceedings: Opening Governance. Vancouver, Canada: Academy of Management. 2015. 17517 https://doi.org/10.5465/AMBPP.2015.17517abstract