A client-centric risk-based taxonomy of service triads

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.

摘要

在客户 - 供应商 - 客户服务三合一体中，供应商与客户之间的直接互动会导致客户面临各种风险。本文基于外包服务的四个属性，开发了一个服务三合一体的分类，这些属性导致了其风险：1）业务影响；2）客户联系；3）互动模式；4）关系连续性。我们进行定性研究，以开发上下文丰富的理解所产生的分类。 基于代理理论的四个分类，即 “低风险” 、 “易监控” 、 “待关注” 和 “脆弱的” 服务三合一体的表征，有助于理解这些服务如何具有彼此不同的特征和风险。本文还提供了关于如何在四个分类单元中的供应商应该被承包和管理的见解。

KEYWORDS:

• Service triads
• component services
• taxonomy
• qualitative study

关键词:

• 服务三合一体
• 组件服务
• 分类
• 定性研究

Disclosure statement

No potential conflict of interest was reported by the authors.