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Conflict by design and why institutions matter in service design: A case of a German Creative Agency in China

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  • Struwe, Sascha
  • Slepniov, Dmitrij

Abstract

This paper set out to advance our understanding of how to improve service design and service provider–customer relationships in business-to-business (B2B) environments. Drawing on the theoretical lenses of service-dominant logic, service design and institutional theory, we investigate how and why the dark side manifests itself in B2B relationships between service co-creating actors in professional service settings. Additionally, we propose how these problems can be avoided. The study takes place in an international environment. It employs an in-depth single embedded case study of the relationship between a German creative agency and a German industrial client operating in China. Our work chronicles how their relationship developed over time, eventually resulting in a breakdown. The findings captured in the framework highlight an array of contributing factors. Propositions are made on how a more stable and robust agency–client relationship can be built and the dark side of B2B relationships defeated.

Suggested Citation

  • Struwe, Sascha & Slepniov, Dmitrij, 2021. "Conflict by design and why institutions matter in service design: A case of a German Creative Agency in China," Journal of Business Research, Elsevier, vol. 130(C), pages 124-136.
    • Handle: RePEc:eee:jbrese:v:130:y:2021:i:c:p:124-136
    DOI: 10.1016/j.jbusres.2021.03.035
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    References listed on IDEAS

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