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The Concept of Trust, Control and Risk in Industrial Service Offerings: A Study of Dyadic Intrafirm and Interfirm Relationships
Linköping University, The Institute of Technology. Linköping University, Department of Management and Economics, Industrial marketing.ORCID iD: 0000-0002-4081-9737
2006 (English)In: International Conference on Information Technology in Business,2006, Warszaw: Warszaw Agricultural University , 2006, 229- p.Conference paper, Published paper (Refereed)
Abstract [en]

The relationship between industrial service provider and customer is discussed as well as the relationship between the provider's central and local organisational entities in terms of the provider's service offering. A framework of trust, control, and risk is used and besides revised to better reflect service management theory characteristics. Internally, trust building and reciprocity between parent company and subsidiary is essential. However, potential conflict through increased formal control might be necessary due to increased competition and customer demand. ERP systems and other ICT applications enable parent companies to increase their influence on subsidiaries through augmented control. If customer-provider cooperation desirable for the provider is to be enabled, there must be an incentive for interdependent, viewing each other as equal and dividing the equity fairly. A prerequisite is however, that service offerings are congruous with potential customer value. One must also understand what risks are associated with such an increased undertaking. 

Place, publisher, year, edition, pages
Warszaw: Warszaw Agricultural University , 2006. 229- p.
Keyword [en]
Trust, control, risk, relationships, provider, customer, parent company. subsidiary company
National Category
Social Sciences
Identifiers
URN: urn:nbn:se:liu:diva-34654Local ID: 22430OAI: oai:DiVA.org:liu-34654DiVA: diva2:255502
Available from: 2009-10-10 Created: 2009-10-10 Last updated: 2014-04-14

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Kowalkowski, Christian

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