A Mid‐range theory of control and coordination in service triads

dc.contributorAalto Universityen
dc.contributor.authorBastl, Markoen_US
dc.contributor.authorJohnson, Marken_US
dc.contributor.authorFinne, Maxen_US
dc.contributor.departmentDepartment of Information and Service Managementen
dc.contributor.organizationMarquette Universityen_US
dc.contributor.organizationUniversity of Warwicken_US
dc.description.abstractThe increased frequency of the adoption of service‐based business models by manufacturers, such as solution provision, has given rise to service triads. While there is consensus that actors in service triads are relationally and performatively interdependent, less is understood about how service triads are controlled and coordinated. In this study, we use an inductive case‐based approach to build an understanding about the roles, approaches, and contextual factors that influence how service triads are controlled and coordinated. We collected and analyzed data from nine companies forming three service triads, each comprising a customer, a manufacturer of an asset, and a service supplier. We synthesized our findings in a theoretical framework, where we show that; first, both, control and coordination are present in service triads rather than just control as previously posited. Second, controlling and coordinating service triads is not a single actor's responsibility but rather a collective effort shared by two or three actors. Third, we uncovered four contingent factors that influence the dynamics of how service triads are controlled and coordinated: the customer's risk exposure due to the offering's failure, the substitutability of the offering, the contractual safeguards, and the relationship closeness.en
dc.description.versionPeer revieweden
dc.identifier.citationBastl, M, Johnson, M & Finne, M 2019, ' A Mid‐range theory of control and coordination in service triads ', JOURNAL OF SUPPLY CHAIN MANAGEMENT, vol. 55, no. 1, pp. 21-47 . https://doi.org/10.1111/jscm.12187en
dc.identifier.otherPURE UUID: a14433a3-9d49-4a0c-9bfd-729164330034en_US
dc.identifier.otherPURE ITEMURL: https://research.aalto.fi/en/publications/a14433a3-9d49-4a0c-9bfd-729164330034en_US
dc.identifier.otherPURE LINK: http://www.scopus.com/inward/record.url?scp=85057497649&partnerID=8YFLogxKen_US
dc.identifier.otherPURE FILEURL: https://research.aalto.fi/files/29745501/Bastl_Johnson_Finne_2019_A_Mid_range_Theory_of_Control_and_Coordination_in_Service_Triads.pdfen_US
dc.relation.ispartofseriesJOURNAL OF SUPPLY CHAIN MANAGEMENTen
dc.subject.keywordservice supply chainsen_US
dc.subject.keywordtriads and networksen_US
dc.subject.keywordqualitative researchen_US
dc.titleA Mid‐range theory of control and coordination in service triadsen
dc.typeA1 Alkuperäisartikkeli tieteellisessä aikakauslehdessäfi