The Library
Relationship determinants of performance in service triads : a configurational approach
Tools
Karatzas, Antonios, Johnson, Mark and Bastl, Marko (2016) Relationship determinants of performance in service triads : a configurational approach. Journal of Supply Chain Management, 52 (3). pp. 28-47. doi:10.1111/jscm.12109 ISSN 1523-2409.
Research output not available from this repository.
Request-a-Copy directly from author or use local Library Get it For Me service.
Official URL: http://dx.doi.org/10.1111/jscm.12109
Abstract
The increasing popularity of service-based strategies among manufacturers, such as solution provision, makes service triads commonplace within business. While there is some consensus that “relational” (i.e., close or collaborative) relationships are beneficial for the performance of individual actors and the triad as a whole, there is little known about what exactly affects the service performance of an actor in these triads. In this study, we investigate the influence of the manufacturer–service supplier relationship on the performance of the service supplier toward the manufacturer's customers. As this phenomenon is causally complex and context dependent, we assume that there will be alternative configurations of relationship characteristics and contingent factors that lead to high service performance. To uncover potential configurations, we deployed fuzzy-set qualitative comparative analysis, on data collected from 38 triads within the network of a large Anglo-German commercial vehicle manufacturer. Our research shows that—in this context—superior service performance cannot be generalized to one relationship configuration and is also contingent upon exogenous factors—that is, contract support and service site size. We uncovered four “core” configurations of relationship dimensions and two exogenous factors. Three of the configurations exhibited relational properties, while the fourth configuration had transactional properties. This is counter to extant research findings. We extend the perspective that within triads, service performance is not an outcome of a single “close,” or “collaborative” relationship and is a combination of multiple configurations consisting of varying relationship dimensions and exogenous factors.
Item Type: | Journal Article | ||||||||
---|---|---|---|---|---|---|---|---|---|
Divisions: | Faculty of Social Sciences > Warwick Business School > Operations Management Faculty of Social Sciences > Warwick Business School Faculty of Science, Engineering and Medicine > Engineering > WMG (Formerly the Warwick Manufacturing Group) |
||||||||
Journal or Publication Title: | Journal of Supply Chain Management | ||||||||
Publisher: | Wiley-Blackwell Publishing, Inc. | ||||||||
ISSN: | 1523-2409 | ||||||||
Official Date: | July 2016 | ||||||||
Dates: |
|
||||||||
Volume: | 52 | ||||||||
Number: | 3 | ||||||||
Page Range: | pp. 28-47 | ||||||||
DOI: | 10.1111/jscm.12109 | ||||||||
Status: | Peer Reviewed | ||||||||
Publication Status: | Published | ||||||||
Access rights to Published version: | Restricted or Subscription Access | ||||||||
Adapted As: |
Request changes or add full text files to a record
Repository staff actions (login required)
View Item |