IDEAS home Printed from
   My bibliography  Save this article

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


  • Colin Armistead


  • Paul Pettigrew


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

    Download full text from publisher

    File URL:
    Download Restriction: Access to full text is restricted to subscribers.

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    1. Uday M. Apte & Richard O. Mason, 1995. "Global Disaggregation of Information-Intensive Services," Management Science, INFORMS, vol. 41(7), pages 1250-1262, July.
    2. Bruce Kogut & Harbir Singh, 1988. "The Effect of National Culture on the Choice of Entry Mode," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 19(3), pages 411-432, September.
    3. Arie Lewin & Carine Peeters, 2006. "The top-line allure of off-shoring," ULB Institutional Repository 2013/9041, ULB -- Universite Libre de Bruxelles.
    Full references (including those not matched with items on IDEAS)


    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.

    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. 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.
    3. repec:spr:grdene:v:18:y:2009:i:5:d:10.1007_s10726-008-9135-9 is not listed on IDEAS
    4. repec:spr:grdene:v:18:y:2009:i:5:d:10.1007_s10726-008-9139-5 is not listed on IDEAS

    More about this item


    Partnerships; Public services; Trust; Contract;


    Access and download statistics


    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:spr:svcbiz:v:2:y:2008:i:1:p:17-32. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Sonal Shukla) or (Rebekah McClure). General contact details of provider: .

    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.

    We have no references for this item. You can help adding them by using 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.

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

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.