Research output: Contribution to Journal/Magazine › Journal article › peer-review
Research output: Contribution to Journal/Magazine › Journal article › peer-review
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TY - JOUR
T1 - Provider involvement in business service definition
T2 - a typology
AU - Selviaridis, Kostas
AU - Spring, Martin
AU - Araujo, Luis
PY - 2013/11
Y1 - 2013/11
N2 - This paper proposes a typology for provider roles in defining business services. The starting point of the study is the underlying rationale of much of the service purchasing literature – buyers have or can easily access the necessary know-how to procure business services. If this does not hold, the implication is that buying firms would shy away from buying complex services. An alternative perspective recognizes that purchasing business services requires its own set of sourcing capabilities and that such capabilities may be lacking. Indeed, buying firms may have limited know-how in terms of defining and articulating their requirements or not be fully aware of them in the first place. However, the buyer’s lack of sourcing capabilities need not be an injunction to internalize the service. In these circumstances, service providers often step in, help buying firms specify their needs and requirements and play a key role in defining what is procured and how. We build on this interactive view of service definition to undertake a comparative case analysis of four business service contracting situations arrayed along two dimensions – buyer perceived uncertainty and provider’s buyer-specific experience. We conclude that service providers play different roles in each case. These are classified as translating, re-engineering, developing and fine-tuning roles.
AB - This paper proposes a typology for provider roles in defining business services. The starting point of the study is the underlying rationale of much of the service purchasing literature – buyers have or can easily access the necessary know-how to procure business services. If this does not hold, the implication is that buying firms would shy away from buying complex services. An alternative perspective recognizes that purchasing business services requires its own set of sourcing capabilities and that such capabilities may be lacking. Indeed, buying firms may have limited know-how in terms of defining and articulating their requirements or not be fully aware of them in the first place. However, the buyer’s lack of sourcing capabilities need not be an injunction to internalize the service. In these circumstances, service providers often step in, help buying firms specify their needs and requirements and play a key role in defining what is procured and how. We build on this interactive view of service definition to undertake a comparative case analysis of four business service contracting situations arrayed along two dimensions – buyer perceived uncertainty and provider’s buyer-specific experience. We conclude that service providers play different roles in each case. These are classified as translating, re-engineering, developing and fine-tuning roles.
KW - business services
KW - service definition
KW - buyer-supplier interaction
KW - sourcing caapabilities
U2 - 10.1016/j.indmarman.2013.07.019
DO - 10.1016/j.indmarman.2013.07.019
M3 - Journal article
VL - 42
SP - 1398
EP - 1410
JO - Industrial Marketing Management
JF - Industrial Marketing Management
SN - 0019-8501
IS - 8
ER -