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Dynamic roles of suppliers in the specification of business services

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  • Mota, Joao
  • Santos, Jose Novais

Abstract

The service sector, in particular business services, has become increasingly important in developed economies. The increasing complexity of the supply market combined with customers’ limited knowledge in specifying services has contributed to a more active role of suppliers in those processes. Service specifications can go through stabilization and destabilization cycles over time in the context of customer-supplier interactions. We aim to study the evolution of supplier roles in specification processes over time. We conduct a longitudinal study that involves two professional service providers and six customers. We find that buying services may involve the explicit recognition of uncertainties regarding their specifications. The very process of interacting may help to change the initial specifications of an offer over time and to change the supplier's role and the customer's perceived uncertainty in the (de)stabilization process.

Suggested Citation

  • Mota, Joao & Santos, Jose Novais, 2021. "Dynamic roles of suppliers in the specification of business services," Technological Forecasting and Social Change, Elsevier, vol. 164(C).
    • Handle: RePEc:eee:tefoso:v:164:y:2021:i:c:s0040162520313494
    DOI: 10.1016/j.techfore.2020.120523
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    References listed on IDEAS

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    Cited by:

    1. Cristina Sales Baptista & João Mota & Jose Novais Santos, 2022. "Buyer–supplier interactions in business services: variety in relational interfaces," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 621-643, September.
    2. Dalenogare, Lucas Santos & Le Dain, Marie-Anne & Benitez, Guilherme B. & Ayala, Néstor F. & Frank, Alejandro G., 2022. "Multichannel digital service delivery and service ecosystems: The role of data integration within Smart Product-Service Systems," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
    3. Mota, Joao & Santos, Jose Novais & Alencar, Raissa, 2023. "Intertwining innovation and business networks for sustainable agricultural systems: A case study of carbon-neutral beef," Technological Forecasting and Social Change, Elsevier, vol. 190(C).

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