 Conflict by design and why institutions matter in service design: A case of a German Creative Agency in ChinaSascha Struwe and Dmitrij Slepniov Journal of Business Research, 2021, vol. 130, issue C, 124-136 Abstract: This paper set out to advance our understanding of how to improve service design and service provider–customer relationships in business-to-business (B2B) environments. Drawing on the theoretical lenses of service-dominant logic, service design and institutional theory, we investigate how and why the dark side manifests itself in B2B relationships between service co-creating actors in professional service settings. Additionally, we propose how these problems can be avoided. The study takes place in an international environment. It employs an in-depth single embedded case study of the relationship between a German creative agency and a German industrial client operating in China. Our work chronicles how their relationship developed over time, eventually resulting in a breakdown. The findings captured in the framework highlight an array of contributing factors. Propositions are made on how a more stable and robust agency–client relationship can be built and the dark side of B2B relationships defeated. Keywords: Service design; Interface; Institutions; Dark side of business-to-business relationships; Professional services; Case study (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:130:y:2021:i:c:p:124-136 DOI: 10.1016/j.jbusres.2021.03.035 Access Statistics for this article Journal of Business Research is currently edited by A. G. Woodside More articles in Journal of Business Research from Elsevier |
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