Monash University

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A Study of Service Triads

posted on 2019-03-19, 22:02 authored 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.


Principal supervisor

Andreas Ernst

Year of Award


Department, School or Centre

Indian Institute of Technology Bombay, India


Doctor of Philosophy

Degree Type



Faculty of Science