What causes imbalance in complex service networks? Evidence from a public health service

Katrien Verleye, Elina Jaakkola, Ian R. Hodgkinson, Gyuchan Thomas Jun, Gaby Odekerken-Schröder

Research output: Contribution to journalArticleAcademicpeer-review

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, the purpose of this paper is to explore 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 National Health Service (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.

Original languageEnglish
Pages (from-to)34-56
Number of pages23
JournalJournal of Service Management
Volume28
Issue number1
DOIs
Publication statusPublished - 2017

Keywords

  • Service-dominant logic
  • NHS
  • Health services
  • Value co-creation
  • Public services
  • Stakeholder theory
  • Institutional logics
  • Service networks
  • Complex service systems
  • Balanced centricity
  • Mid-Staffordshire Trust
  • VALUE CO-CREATION
  • BALANCED CENTRICITY
  • DOMINANT LOGIC
  • CARE
  • PERSPECTIVE
  • EXPERIENCE
  • BUSINESS
  • INNOVATION
  • DESIGN

Cite this

Verleye, Katrien ; Jaakkola, Elina ; Hodgkinson, Ian R. ; Jun, Gyuchan Thomas ; Odekerken-Schröder, Gaby. / What causes imbalance in complex service networks? Evidence from a public health service. In: Journal of Service Management. 2017 ; Vol. 28, No. 1. pp. 34-56.
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author = "Katrien Verleye and Elina Jaakkola and Hodgkinson, {Ian R.} and Jun, {Gyuchan Thomas} and Gaby Odekerken-Schr{\"o}der",
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What causes imbalance in complex service networks? Evidence from a public health service. / Verleye, Katrien; Jaakkola, Elina; Hodgkinson, Ian R.; Jun, Gyuchan Thomas; Odekerken-Schröder, Gaby.

In: Journal of Service Management, Vol. 28, No. 1, 2017, p. 34-56.

Research output: Contribution to journalArticleAcademicpeer-review

TY - JOUR

T1 - What causes imbalance in complex service networks? Evidence from a public health service

AU - Verleye, Katrien

AU - Jaakkola, Elina

AU - Hodgkinson, Ian R.

AU - Jun, Gyuchan Thomas

AU - Odekerken-Schröder, Gaby

N1 - Public health report

PY - 2017

Y1 - 2017

N2 - 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, the purpose of this paper is to explore 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 National Health Service (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.

AB - 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, the purpose of this paper is to explore 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 National Health Service (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.

KW - Service-dominant logic

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KW - Institutional logics

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KW - Complex service systems

KW - Balanced centricity

KW - Mid-Staffordshire Trust

KW - VALUE CO-CREATION

KW - BALANCED CENTRICITY

KW - DOMINANT LOGIC

KW - CARE

KW - PERSPECTIVE

KW - EXPERIENCE

KW - BUSINESS

KW - INNOVATION

KW - DESIGN

U2 - 10.1108/JOSM-03-2016-0077

DO - 10.1108/JOSM-03-2016-0077

M3 - Article

VL - 28

SP - 34

EP - 56

JO - Journal of Service Management

JF - Journal of Service Management

SN - 1757-5818

IS - 1

ER -