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A Multi-organisational Approach to Service Delivery

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Service Design and Delivery

Abstract

Who is involved in delivering a service? There has been growing recognition in a wide variety of contexts that service is increasingly being delivered by multi-rather than single-organisational entities. Such recognition is evident not only in our experience but in a number of areas of literature including strategy development, core competence analysis, operations and supply chain management, and is reflected in and further facilitated by ICT developments. Customers have always been involved in some degree in the process of value delivery and such involvement is increasing to include complex co-creation of value. Such interactions are challenging when they involve individual customers, however, this becomes ever more challenging when the ‘customer’ is another organisation or when there are multiple ‘customers’. Within this chapter we will consider some of the key drivers for a multi-organisational approach to service delivery; examine the ways in which the parties involved in service co-creation have expanded to include multiple service providers and customers; and finally, identify some of the challenges created by a multi-organisational approach to service delivery.

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Author information

Authors and Affiliations

  1. School of Communication, University of Ulster, Jordanstown Campus, Coleraine, Northern Ireland

    Valerie Purchase

Authors
  1. Valerie Purchase
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  2. John Mills
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  3. Glenn Parry
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Corresponding author

Correspondence to Valerie Purchase .

Editor information

Editors and Affiliations

  1. The University of Warwick, Coventry, CV4 7AL, United Kingdom

    Mairi Macintyre

  2. , Bristol Business School, University of the West of England, Bristol, BS16 1QY, United Kingdom

    Glenn Parry

  3. , Warwick Business School, The University of Warwick, Coventry, CV4 7AL, United Kingdom

    Jannis Angelis

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Purchase, V., Mills, J., Parry, G. (2011). A Multi-organisational Approach to Service Delivery. In: Macintyre, M., Parry, G., Angelis, J. (eds) Service Design and Delivery. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-8321-3_8

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  • DOI: https://doi.org/10.1007/978-1-4419-8321-3_8

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  • Publisher Name: Springer, Boston, MA

  • Print ISBN: 978-1-4419-8320-6

  • Online ISBN: 978-1-4419-8321-3

  • eBook Packages: Computer ScienceComputer Science (R0)

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