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- Camén, Carolina, et al.
(författare)
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Management of Relationships in a Public Tendering Context
- 2006
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Konferensbidrag (refereegranskat)abstract
- AbstractThe theory of contracts indicates that formal contracts has to be complemented some sort of relationship management. At least this is the ideal situation, expected to exist on a business-to-business market, where there exists no formal regulations preventing exchanges of actors. In other contexts, there could be a conflict between the role played by formal contracts and the parties freedom to exercise the relationship management needed in order to create long-term viable relationships. The focus in this paper is therefore to investigate how relationships evolve and are managed in a context where a formal contract is the governing factor, controlling the service delivered. As empirical context, we have used the public transport area, were it exist long-term dyadic contractual relationships resulting from public tendering processes. The results of the paper indicate that the contract to a high extent governs the relationship, and very little space is left over to the parties to handle the relationship freely. This stresses the importance of how the contract is formulated, since the way the contract is written affect the outcome for a long period of time
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- Gottfridsson, Patrik
(författare)
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Service Development from an Organisational Learning Perspective
- 2006
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Konferensbidrag (refereegranskat)abstract
- AbstractAccording to a number of researchers within the field, one could question if the existing service development models actually describes how services are developed and thereby increases the understanding of the phenomenon service development. The aim of this study is therefore to apply a learning perspective on the service development process in order to better understand how services actually are developed. Empirically builds this study on data from eleven company-based case-studies of how small companies develop individually designed services. The findings indicate that the service development process could be described as a process of building up the needed competence to deliver solutions to the customers specific problems. The building of the competence base is where much about individual and organisational learning, in which interaction with actors in the companys environment is of importance.
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| 10. |
- Gottfridsson, Patrik
(författare)
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Understanding Service Development in Public Transport Sector in Sweden : An Analysis Conducted from a Network Perspective
- 2006
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Konferensbidrag (refereegranskat)abstract
- Purpose of the paper and literature addressed The aim of this study is to integrate the two rather broad theoretical settings, network theory according to the IMP-school and service development research. This integration is done by using the classical IMP-models considering Actors, Activities and Resources (Håkansson & Johansson 1992 and Håkansson & Snehota 1995) and the Interaction Model (IMP 1982) on a service development setting, in order to investigate what actors that are involved in the service development process and what resources they contribute with.Research methodIn order to integrate the two above discussed theoretical areas, three cases with focus on service development in the public transport area in Sweden has been used. The cases is about the development and transformation of the public transport that has been made in order to make the public transport more easy available for different group of travellers, including elderly and disabled citizens. Research findings The cases under study have helped to identify and create an understanding of which actors needed to be incorporated and managed in the service development process. Based on the study one could identify at least five different groups of actors involved in and playing important roles in the service development process. These actors are; the policy makers, the driving actors, the supporting actors, the providers and the users. From the cases one could find that there are some actors who are controlling certain resources that are of great importance for the service development. In some cases those resources are physical in other the resources are information and not the least, the power to decide about and implement the service development. Since the resource used for one purpose might obstruct the use of the resource for other projects there might be conflict between different needs and interest. From this point of view it is important to have actors with power to decide over the scarce resources engaged in the project. Main contribution The studies main contribution is the identification of five different actor and their roles in the service development process. The study also combines IMP-network perspective with New Service Development theory
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