A client-centric risk-based taxonomy of service triads
Sengupta,Sourav Niranjan,TT Krishnamoorthy,Mohan van der Valk,Wendy
Sengupta,Sourav
Niranjan,TT
Krishnamoorthy,Mohan
van der Valk,Wendy
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.
Description
Date
2022-11
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Journal ISSN
Volume Title
Publisher
Research Projects
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Keywords
service triads, component services, taxonomy, qualitative study
Citation
Sengupta, S, Niranjan, TT, Krishnamoorthy, M & van der Valk, W 2022, 'A client-centric risk-based taxonomy of service triads', Service Industries Journal, vol. 42, no. 15-16, pp. 1211-1233. https://doi.org/10.1080/02642069.2018.1504923