IDEAS home Printed from https://ideas.repec.org/a/bla/popmgt/v31y2022i8p3352-3370.html

Examining service triad operations: Formation, functioning, and feedback exchanges

Author

Listed:
  • Robert Suurmond
  • Larry J. Menor
  • Finn Wynstra

Abstract

We study service triads by examining the member‐to‐member exchanges underpinning service formation, functioning, and feedback. A service triad comprises two serviced customers from the supplier's standpoint and two service providers from the end user's standpoint, which can cause operational complexity and challenges. We view the service triad as an operating entity and study four information‐rich cases to improve our understanding of this operational complexity. Leveraging scholarly knowledge related to service operations management and ecosystems theory, we uncover several interesting patterns related to the formation, functioning, and feedback exchanges. First, the formation exchanges depend on the value creation goal of the service triad. Second, the service buyer engages in operational coordination, despite delegating the delivery of services to the supplier. Third, feedback exchanges allow the service triad to monitor service performance for further improvement and innovation. Our qualitative inquiry focusing on the visualization and codification of members’ participation in exchanges advances our collective understanding of service triads beyond the dominant focus on structure and governance.

Suggested Citation

  • Robert Suurmond & Larry J. Menor & Finn Wynstra, 2022. "Examining service triad operations: Formation, functioning, and feedback exchanges," Production and Operations Management, Production and Operations Management Society, vol. 31(8), pages 3352-3370, August.
    • Handle: RePEc:bla:popmgt:v:31:y:2022:i:8:p:3352-3370
    DOI: 10.1111/poms.13768
    as

    Download full text from publisher

    File URL: https://doi.org/10.1111/poms.13768
    Download Restriction: no
    File URL: https://libkey.io/10.1111/poms.13768?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Wang, Yulan & Wallace, Stein W. & Shen, Bin & Choi, Tsan-Ming, 2015. "Service supply chain management: A review of operational models," European Journal of Operational Research, Elsevier, vol. 247(3), pages 685-698.
    2. Kati Järvi & Samuli Kortelainen, 2017. "Taking stock of empirical research on business ecosystems: a literature review," International Journal of Business and Systems Research, Inderscience Enterprises Ltd, vol. 11(3), pages 215-228.
    3. Tuncdan Baltacioglu & Erhan Ada & Melike D. Kaplan & Oznur Yurt And & Y. Cem Kaplan, 2007. "A New Framework for Service Supply Chains," The Service Industries Journal, Taylor & Francis Journals, vol. 27(2), pages 105-124, March.
    4. Ioannis Bellos & Stylianos Kavadias, 2019. "When Should Customers Control Service Delivery? Implications for Service Design," Production and Operations Management, Production and Operations Management Society, vol. 28(4), pages 890-907, April.
    5. Richard B. Chase, 1981. "The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions," Operations Research, INFORMS, vol. 29(4), pages 698-706, August.
    6. Lin, Stephen F. & Thomas, Catherine & Kalnins, Arturs, 2020. "In-house and arm's length: productivity heterogeneity and variation in organizational form," LSE Research Online Documents on Economics 115327, London School of Economics and Political Science, LSE Library.
    7. Jeffrey H. Dyer & Harbir Singh & William S. Hesterly, 2018. "The relational view revisited: A dynamic perspective on value creation and value capture," Strategic Management Journal, Wiley Blackwell, vol. 39(12), pages 3140-3162, December.
    8. Olga Perdikaki & David Xiaosong Peng & Gregory R. Heim, 2015. "Impact of Customer Traffic and Service Process Outsourcing Levels on e-Retailer Operational Performance," Production and Operations Management, Production and Operations Management Society, vol. 24(11), pages 1794-1811, November.
    9. Hans-Gerd Ridder, 2017. "The theory contribution of case study research designs," Business Research, Springer;German Academic Association for Business Research, vol. 10(2), pages 281-305, October.
    10. David J. Teece, 2007. "Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance," Strategic Management Journal, Wiley Blackwell, vol. 28(13), pages 1319-1350, December.
    11. Tsan-Ming Choi & T. C. E. Cheng & Xiande Zhao & Xiang Li & Yongjian Li & Xiaoqiang Cai & Jun Shan, 2016. "Service Channel Choice for Supply Chain: Who is Better Off by Undertaking the Service?," Production and Operations Management, Production and Operations Management Society, vol. 25(3), pages 516-534, March.
    12. Antonios Karatzas & Mark Johnson & Marko Bastl, 2016. "Relationship Determinants of Performance in Service Triads: A Configurational Approach," Journal of Supply Chain Management, Institute for Supply Management, vol. 52(3), pages 28-47, July.
    13. Tsujimoto, Masaharu & Kajikawa, Yuya & Tomita, Junichi & Matsumoto, Yoichi, 2018. "A review of the ecosystem concept — Towards coherent ecosystem design," Technological Forecasting and Social Change, Elsevier, vol. 136(C), pages 49-58.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Antonios Karatzas & Georgios Papadopoulos & Janet Godsell, 2020. "Servitization and the Effect of Training on Service Delivery System Performance," Production and Operations Management, Production and Operations Management Society, vol. 29(5), pages 1101-1121, May.
    2. Tobias Wulfert & Robert Woroch & Gero Strobel & Thorsten Schoormann & Leonardo Banh, 2024. "E-commerce ecosystems as catalysts for sustainability: A multi-case analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 34(1), pages 1-21, December.
    3. Gomes, Leonardo Augusto de Vasconcelos & Flechas, Ximena Alejandra & Facin, Ana Lucia Figueiredo & Borini, Felipe Mendes, 2021. "Ecosystem management: Past achievements and future promises," Technological Forecasting and Social Change, Elsevier, vol. 171(C).
    4. Boon-itt, Sakun & Wong, Chee Yew & Wong, Christina W.Y., 2017. "Service supply chain management process capabilities: Measurement development," International Journal of Production Economics, Elsevier, vol. 193(C), pages 1-11.
    5. Fahimeh Aliakbari Nouri & Mohsen Shafiei Nikabadi & Laya Olfat, 2024. "Social efficiency forecasting based on social sustainability practices in the service supply chain," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 26(6), pages 14835-14858, June.
    6. Xuehua Ji & Shaochuan Fu & Hadrian Geri Djajadikerta & Tricia Ong & Yong Ye, 2025. "Impacts of CSR and demand disruption on the optimal decisions in logistics service supply chain: a comparison of four analytical models," Annals of Operations Research, Springer, vol. 353(3), pages 917-948, October.
    7. Arne Jeppe & Heike Proff, 2025. "Sustainable Energy Provision at the Bottom of the Pyramid: Blueprint for Early Repurposing Business Models Using Second‐Life Batteries," Business Strategy and the Environment, Wiley Blackwell, vol. 34(5), pages 6283-6303, July.
    8. Robert Engel & Pablo Fernandez & Antonio Ruiz-Cortes & Aly Megahed & Juan Ojeda-Perez, 2022. "SLA-aware operational efficiency in AI-enabled service chains: challenges ahead," Information Systems and e-Business Management, Springer, vol. 20(1), pages 199-221, March.
    9. Wang, Wei & Feng, Lipan & Li, Yongjian & Xu, Fangchao & Deng, Qianzhou, 2020. "Role of financial leasing in a capital-constrained service supply chain," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 143(C).
    10. Tran, Thi Huong & Kummer, Sebastian, 2015. "Service Supply Chain Risk Management: Distinctions from Manufacturing," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Kersten, Wolfgang & Blecker, Thorsten & Ringle, Christian M. (ed.), Innovations and Strategies for Logistics and Supply Chains: Technologies, Business Models and Risk Management. Proceedings of the Hamburg Internationa, volume 20, pages 503-532, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.
    11. Kamilla Kohn Rådberg & Hans Löfsten, 2023. "Developing a knowledge ecosystem for large-scale research infrastructure," The Journal of Technology Transfer, Springer, vol. 48(1), pages 441-467, February.
    12. Stephen Mago & Stephan van der Merwe, 2023. "Exploring Entrepreneurial Ecosystems in Developed Countries: A Systematic Review," SAGE Open, , vol. 13(4), pages 21582440231, December.
    13. Mozhu Wang & Jianming Yao, 2025. "Optimizing the configuration of personalized service supply chain under resource orchestration mechanism," Electronic Commerce Research, Springer, vol. 25(4), pages 3355-3396, August.
    14. Lou, Yaqi & Feng, Lipan & He, Shuguang & He, Zhen & Zhao, Xiukun, 2020. "Logistics service outsourcing choices in a retailer-led supply chain," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 141(C).
    15. Peter W. de Langen & Henrik Sornn-Friese & James Hallworth, 2020. "The Role of Port Development Companies in Transitioning the Port Business Ecosystem; The Case of Port of Amsterdam’s Circular Activities," Sustainability, MDPI, vol. 12(11), pages 1-16, May.
    16. Aftab Alam, Muhammad & Rooney, David & Taylor, Murray, 2022. "Measuring Inter-Firm Openness in Innovation Ecosystems," Journal of Business Research, Elsevier, vol. 138(C), pages 436-456.
    17. Roshani, Saeed, 2025. "Dynamic roles and temporal evolution in innovation ecosystems: A case study of quantum technologies," Technological Forecasting and Social Change, Elsevier, vol. 219(C).
    18. James Boyer, 2020. "Toward an Evolutionary and Sustainability Perspective of the Innovation Ecosystem: Revisiting the Panarchy Model," Sustainability, MDPI, vol. 12(8), pages 1-17, April.
    19. Wolfgang Vorraber & Matthias Müller, 2019. "A Networked Analysis and Engineering Framework for New Business Models," Sustainability, MDPI, vol. 11(21), pages 1-26, October.
    20. Granstrand, Ove & Holgersson, Marcus, 2020. "Innovation ecosystems: A conceptual review and a new definition," Technovation, Elsevier, vol. 90.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bla:popmgt:v:31:y:2022:i:8:p:3352-3370. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: http://onlinelibrary.wiley.com/journal/10.1111/(ISSN)1937-5956 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.