Verleye, Katrien; Jaakkola, Elina; Hodgkinson, Ian R.; … - In: Journal of Service Management 28 (2017) 1, pp. 34-56
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...