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Manufacturer–supplier relationships and service performance in service triads
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Karatzas, Antonios, Johnson, Mark and Bastl, Marko (2017) Manufacturer–supplier relationships and service performance in service triads. International Journal of Operations and Production Management, 37 (7). pp. 950-969. doi:10.1108/IJOPM-11-2015-0719
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Official URL: https://doi.org/10.1108/IJOPM-11-2015-0719
Abstract
Purpose
This study explores the role of the manufacturer–supplier relationship in service performance within service triads.
Design/methodology/approach
An abductive case-research approach was adopted, using three embedded cases and twenty-six interviews in complex, multilevel manufacturer–supplier relationships within the same service network. Cannon and Perreault’s (1999) multidimensional relationship framework was deployed to achieve granular and nuanced insight.
Findings
This study corroborates the idea that relational relationships within service triads and servitization improve performance. The role of each relationship dimension in service performance is discerned, and their interplay is captured in an analytic model. Information exchange, supplier relationship-specific adaptations, and the degree of formalization of the relationship directly influence performance, while cooperative norms and operational linkages are further back in the causal ordering. The study also highlights the importance of contingent factors (the size of the service site, the proportion of its revenues coming from service contract activities) and how they affect the relationship dimensions.
Research limitations/implications
The work was conducted in one network and the findings were generalized to theory rather than additonal empirical settings.
| Item Type: | Journal Article | ||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor | ||||||
| Divisions: | Faculty of Social Sciences > Warwick Business School > Operations Management Faculty of Social Sciences > Warwick Business School Faculty of Science > WMG (Formerly the Warwick Manufacturing Group) |
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| Library of Congress Subject Headings (LCSH): | Industrial procurement, Business networks, Service industries -- Labor productivity, Supply and demand | ||||||
| Journal or Publication Title: | International Journal of Operations and Production Management | ||||||
| Publisher: | Emerald Group Publishing Ltd. | ||||||
| ISSN: | 0144-3577 | ||||||
| Official Date: | 3 July 2017 | ||||||
| Dates: |
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| Volume: | 37 | ||||||
| Number: | 7 | ||||||
| Page Range: | pp. 950-969 | ||||||
| DOI: | 10.1108/IJOPM-11-2015-0719 | ||||||
| Status: | Peer Reviewed | ||||||
| Publication Status: | Published | ||||||
| Access rights to Published version: | Restricted or Subscription Access |
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