A client-centric risk-based taxonomy of service triads. Issue 15 (10th December 2022)

• Record Type: Journal Article
• Authors: Sengupta, Sourav; Niranjan, T. T.; Krishnamoorthy, Mohan; van der Valk, Wendy
• Is Part Of: Service industries journal. Volume 42:Issue 15/16(2022)
• Page Start: 1211
• Page End: 1233
• Publication Date: 2022-12-10
• Subjects: Service triads -- component services -- taxonomy -- qualitative study; 服务三合一体 -- 组件服务 -- 分类 -- 定性研究; Service industries -- Periodicals; Service industries -- Great Britain -- Periodicals; 338.4
• DOI: 10.1080/02642069.2018.1504923
• Languages: English
• ISSNs: 0264-2069

Abstract

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.