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Partnerships in the provision of services by multi-agencies: four dimensions of service leadership and service quality

Author

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  • Colin Armistead
  • Paul Pettigrew

Abstract

This paper explores the relationship between four key dimensions of service provision through adopting different partnership approaches. These dimensions are identified to describe partnerships as mandatory or voluntary and service provision based on contract or trust. Propositions about the nature and interaction of these variables are presented and combined as a heuristic suggesting complying, constraining and creating modes of partnership-working and service delivery. Examples are provided of these modes in practice. The paper concludes that this heuristic is a useful tool for practitioners to locate their form of partnership-based service delivery within the spectrum identified. Copyright Springer-Verlag 2008

Suggested Citation

  • Colin Armistead & Paul Pettigrew, 2008. "Partnerships in the provision of services by multi-agencies: four dimensions of service leadership and service quality," Service Business, Springer;Pan-Pacific Business Association, vol. 2(1), pages 17-32, March.
    • Handle: RePEc:spr:svcbiz:v:2:y:2008:i:1:p:17-32
    DOI: 10.1007/s11628-006-0017-4
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    Cited by:

    1. Mónica Arroyo-Vázquez & Peter Sijde & Fernando Jiménez-Sáez, 2010. "Innovative and creative entrepreneurship support services at universities," Service Business, Springer;Pan-Pacific Business Association, vol. 4(1), pages 63-76, March.
    2. Ángeles Montoro-Sánchez & Marta Ortiz-de-Urbina-Criado & Ana M. Romero-Martínez, 2009. "The Decision to Use Alliances as Corporate Entrepreneurship: The Role of Resources and Skills," Group Decision and Negotiation, Springer, vol. 18(5), pages 431-448, September.
    3. Sang-Man Kim & Arben Asllani, 2013. "Using simulation to establish appropriate vaccination rates and copayment policies from a cost perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 7(3), pages 437-457, September.
    4. Ricardo Ernst & Jose Ignacio López-Sánchez & David Urbano, 2009. "A Negotiation Model for Inducing Higher Service in a Distribution Channel," Group Decision and Negotiation, Springer, vol. 18(5), pages 499-517, September.

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