The manifestation of coordination failures in service triads
| Autor: | Jens Roehrich, Jas Kalra, Michael Lewis |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2021 |
| Předmět: |
Service (business)
Service system Supply chain management Process management business.industry Service triads Service provider General Business Management and Accounting Bridge (interpersonal) Bounded rationality service operations management Secondary data analysis Outsourcing Professional Services Coordination Opportunism Coordination failures Business inter-organizational relationships |
| Zdroj: | Kalra, J, Lewis, M & Roehrich, J 2021, ' The manifestation of coordination failures in service triads ', Supply Chain Management, vol. 26, no. 3, pp. 341-358 . https://doi.org/10.1108/SCM-03-2019-0115 |
| DOI: | 10.1108/SCM-03-2019-0115 |
| Popis: | PurposeThis paper aims to investigate governance in service triads, specifically studying significant steering and connecting coordination failures, to reveal typically hidden characteristics and consequences.Design/methodology/approachThis study focuses on coordination functions and activities between a buyer (a government department), a customer (a military service) and two service providers. Rich data on these normally confidential service ties are drawn from an official report into the causes of a fatal accident involving a UK reconnaissance aircraft and specifically from the evidence presented regarding the earlier development of its complex safety case. The authors also analysed a range of additional secondary data sources.FindingsThe authors examine the sources, drivers and manifestation of coordination failures. The authors uncover a series of coordination failures driven from the bridge position, revealing that while bounded rationality and opportunism influenced steering coordination failures, connecting coordination failures were associated with knowledge asymmetry, dyadic inertia and unethical practices.Practical implicationsOrganisations and governments delivering complex projects and knowledge-intensive professional services should guard against outsourcing the “coordination” activity to a third party, thereby relinquishing the bridge position. Handing over the bridge position to an integrator would leave the client vulnerable to coordination dysfunctions such as bounded rationality, opportunism, knowledge asymmetry, dyadic inertia and unethical practices.Originality/valueThe study links the previously separate research streams of service triads and inter-organizational coordination. While extant research pays attention to mainly positive control functions, this study focuses on all three actors in two (failed) service triads – and highlights the impact of coordination activities and failures. |
| Databáze: | OpenAIRE |
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