A Study of Service Triads

2019-03-19T22:02:01Z (GMT) by Sourav Sengupta
A service triad is a tripartite relationship that is formed when a firm (referred to as ‘client’) outsources the services that it offers to its customers to a third-party service provider. This thesis presents a taxonomy of service triads and advances the understanding of the client-centric risks and contracting. Further, the thesis identifies eight states of stability of service triads and predicts how relationships mature from an unstable to a stable state or weaken and deteriorate from a stable to an unstable state.
The findings should assist managers to design counter mechanisms to manage risks in service triads.