Spring, Martin and Selviaridis, Konstantinos and Zografos, Konstantinos (2016) Coordination in service supply networks : insights from “Airport Collaborative Decision Making”. In: 23rd EurOMA Conference: Interactions :. UNSPECIFIED, Trondheim.
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Abstract
We examine the relationship between governance (alignment of interests) and coordination (alignment of actions), of mutually-dependent organisations in extended service networks. Research on governance has explored the interplay of contractual and relational mechanisms, mainly in dyads. In service operations management, interaction between provider and customer is understood as ‘co-production of value’. We examine the link between the two, and how coordination is achieved among several closelyinterdependent organisations on a single site. ‘Collaborative Decision-Making’ practices in airport operations provides the setting for the study, and we propose an initial framework to explain the role of information sharing and coordination mechanisms.