The Concept of Trust, Control and Risk in Industrial Service Offerings: A Study of Dyadic Intrafirm and Interfirm Relationships
2006 (English)In: International Conference on Information Technology in Business,2006, Warszaw: Warszaw Agricultural University , 2006, 229- p.Conference paper (Refereed)
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.
Trust, control, risk, relationships, provider, customer, parent company. subsidiary company
IdentifiersURN: urn:nbn:se:liu:diva-34654Local ID: 22430OAI: oai:DiVA.org:liu-34654DiVA: diva2:255502