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 … imbalance in complex service networks. Design/methodology/approach Adopting a qualitative case-based approach, this paper … insight into the origin and drivers of imbalance in complex public service networks. Findings The origin of imbalance stems …