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Title: What causes imbalance in complex service networks? Evidence from a public health service
Authors: Verleye, K.
Jaakkola, E.
Hodgkinson, Ian R.
Jun, Gyuchan Thomas
Odekerken-Schroder, G.
Quist, J.
Keywords: Complex service systems
Service networks
Value co-creation
Institutional logics
Balanced centricity
Public services
Health services
Stakeholder theory
Service-dominant logic
Mid- Staffordshire Trust
NHS
Issue Date: 2017
Publisher: © Emerald
Citation: VERLEYE, K. ...et al., 2017. What causes imbalance in complex service networks? Evidence from a public health service. Journal of Service Management, Forthcoming
Abstract: Purpose – Service networks are inherently complex as they comprise of many interrelated actors, often driven by divergent interests. This can result in imbalance, which refers to a situation where the interests of at least one actor in a network are not secured. Drawing on the “balanced centricity” perspective, this paper explores the causes of imbalance in complex service networks. Design/methodology/approach – Adopting a qualitative case-based approach, this paper examines a public health service network that experienced imbalance that was detrimental to the lives of its users: the Mid-Staffordshire NHS Trust, UK. Drawing on service-dominant logic and stakeholder theory, case evidence provides insight into the origin and drivers of imbalance in complex public service networks. Findings – The origin of imbalance stems from competing institutional logics of various actors (patients/public, employees, managers, regulatory bodies, etc.), but the degree to which these competing institutional logics lead to imbalance is moderated by accountability, communication, engagement, and responsiveness within the service network. Research limitations/implications – By uncovering causes of imbalance in complex public service networks, this paper pinpoints important research avenues for developing the balanced centricity perspective. Practical implications – The inherent existence of multiple parallel institutional arrangements makes networks imbalanced, but value creation can be achieved when the appropriate mechanisms are fostered to manage balance between divergent logics. Originality/value – By examining imbalance as the underlying cause of network dysfunction, this research contributes to understanding of the dynamics in, and performance of, complex public service networks.
Description: This paper is in closed access until 24 months after publication.
Version: Accepted for publication
DOI: 10.1108/JOSM-03-2016-0077
URI: https://dspace.lboro.ac.uk/2134/22583
Publisher Link: http://dx.doi.org/10.1108/JOSM-03-2016-0077
ISSN: 1757-5826
Appears in Collections:Closed Access (Business School)

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