A typology of suppliers in service supply chains

Purpose

The objective of this study is to identify the characteristics and management implications of different supplier types within service supply chains (SSCs) using service-dominant logic.

Design/methodology/approach

The paper builds a two-dimensional typology matrix, encompassing four supplier categories within SSCs. The classification is based on two key factors: whether the supplier interacts with the customer or the focal service provider (supplier interaction) and whether the supplier is appointed by the customer or the focal service provider (supplier contractual modality). Through an abductive approach, the suggested typology is validated in the healthcare context.

Findings

The typology forms the foundation for recognizing and addressing diverse supply base design considerations, exploring various operational implications specific to each supplier class in SSC.

Research limitations/implications

Drawing from the insights garnered from this study, future research may delve deeper into SSCs, pushing the boundaries of SSC management by reevaluating, analyzing, mapping and modeling the value co-creation process and service delivery, considering various supplier types.

Practical implications

This study offers service managers valuable insights to refine their supplier base decisions, tailoring them to the supplier type and effectively optimize service operations by strategically leveraging a balanced mix of supplier types.

Originality/value

This research is unprecedented, to the best of the authors’ knowledge, in conceptualizing different types of suppliers of the focal service provider and the customer in SSCs and providing ways to manage each type well. The typology serves as an analytical lens that transcends mere segmentation, elucidating the diverse formations and orchestration of supply chains within the realm of service businesses.