Controlling outsourced service delivery: Managing service quality in business service triads

J. van Iwaarden, W. van der Valk

Research output: Contribution to journalArticleScientificpeer-review

Abstract

Organisations are increasingly sourcing services that become part of their value proposition to their (business) customers from external providers. Often, these services are directly delivered by the service provider to the customer. The buying organisation, service provider and customer operate in a triadic service relationship. In these triads, the buying organisation lacks direct control over service delivery and thus completely depends on the service provider for a high-quality performance towards its customers. The question is, therefore, how to ensure that service is delivered in the way the buying organisation wants it to be delivered. This research uses a case-based approach to build propositions on how buying organisations can control service delivery in service triads. The buying organisation is able to control service delivery in service triads by exerting control in other phases than the service delivery phase.
Original languageEnglish
Pages (from-to)1046-1061
JournalTotal Quality Management & Business Excellence
Volume24
Issue number9-10
Publication statusPublished - 2013

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Service quality
Triad
Service delivery
Business services
Service provider
Value proposition
Sourcing
Service relationships

Cite this

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Controlling outsourced service delivery : Managing service quality in business service triads. / van Iwaarden, J.; van der Valk, W.

In: Total Quality Management & Business Excellence, Vol. 24, No. 9-10, 2013, p. 1046-1061.

Research output: Contribution to journalArticleScientificpeer-review

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AB - Organisations are increasingly sourcing services that become part of their value proposition to their (business) customers from external providers. Often, these services are directly delivered by the service provider to the customer. The buying organisation, service provider and customer operate in a triadic service relationship. In these triads, the buying organisation lacks direct control over service delivery and thus completely depends on the service provider for a high-quality performance towards its customers. The question is, therefore, how to ensure that service is delivered in the way the buying organisation wants it to be delivered. This research uses a case-based approach to build propositions on how buying organisations can control service delivery in service triads. The buying organisation is able to control service delivery in service triads by exerting control in other phases than the service delivery phase.

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