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|Title: ||What causes imbalance in complex service networks? Evidence from a public health service|
|Authors: ||Verleye, K.|
Hodgkinson, Ian R.
Jun, Gyuchan Thomas
|Keywords: ||Complex service systems|
Mid- Staffordshire Trust
|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, 28 (1), pp. 34-56.|
|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.|
|Version: ||Accepted for publication|
|Publisher Link: ||http://dx.doi.org/10.1108/JOSM-03-2016-0077|
|Appears in Collections:||Published Articles (Business School)|
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