Conflict by design and why institutions matter in service design: A case of a German Creative Agency in China
| Autor: | Sascha Struwe, Dmitrij Slepniov |
|---|---|
| Rok vydání: | 2021 |
| Předmět: |
Process management
media_common.quotation_subject Case study Institutions Professional services German Great Rift 0502 economics and business Agency (sociology) Sociology Institutional theory Set (psychology) media_common Marketing Service design business.industry 05 social sciences Dark side of business-to-business relationships Interface language.human_language Work (electrical) Service (economics) language 050211 marketing business 050203 business & management |
| Zdroj: | Struwe, S & Slepniov, D 2021, ' Conflict by Design and Why Institutions Matter in Service Design : A Case of a German Creative Agency in China ', Journal of Business Research, vol. 130, pp. 124-136 . https://doi.org/10.1016/j.jbusres.2021.03.035 |
| ISSN: | 0148-2963 |
| DOI: | 10.1016/j.jbusres.2021.03.035 |
| Popis: | This paper set out to advance our understanding of how to improve service design and service provider-customer relationships in business-to-business (B2B) environments. Drawing on the theoretical lenses of service design and institutional theory, we investigate how and why problems occur in B2B relationships between service co-creating actors in the professional service sector and propose how these problems can be avoided. The study takes place in an international setting and employs an in-depth single embedded case study of a relationship between a German creative agency and a German industrial client operating in China. Our work chronicles how the relationship between the agency and the client developed overtime eventually resulting in a breakdown. The findings captured in a framework highlight an array of contributing factors beyond the differences in adherence to Service-Dominant logic (S-D logic). Propositions are made on how a more stable and robust agency-client relationship can be built and the dark side of B2B relationships defeated. |
| Databáze: | OpenAIRE |
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