Collaborative relationships in facility services

Tero Lehtonen

31 citations0/0 files storedLeadership & Organization Development Journal

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Outsourcing and Supply Chain Management Customer Service Quality and Loyalty Quality and Supply Management

Abstract

Purpose The aim of this study is to identify success factors of collaborative relationships and the attributes that distinguish collaborative relationships from arm's‐length relationships in facility services. Additionally, in order to understand why companies are moving towards the more collaborative approach in managing relations with their facility service providers, the underlying problems in earlier practices are analyzed. Design/methodology/approach The research is qualitative, based on semi‐structured and focus group interviews. Representatives from both client and service provider companies were interviewed. Findings Collaborative relationships in the facility services context are by nature similar to those in other areas of supply chain management. The prerequisite for the successful establishment of a collaborative relationship is that both parties have a particular readiness for it. This includes both capability for co‐operation and a collaborative mindset. Instead of self‐seeking behavior and short‐term contracts, mutual trust, commitment, openness, the involvement of different organizational levels, continuous development, and the promise of mutual benefits are needed. In the long run, relationship success is guaranteed by co‐operation, two‐way information sharing and goal congruence. In addition to the business perspective, relationship success includes the end‐user perspective. Earlier practices have suffered from poor communication, shortcomings in service management and lack of development activity. Originality/value As well as contributing to the current body of knowledge on inter‐organizational relationships, this study offers potential benefits to both facility service providers and buyers in terms of describing how to formulate successful relationships and to improve the performance and efficiency of collaborative relations.

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References

1937The Nature of the Firm 1995An Integrative Model Of Organizational Trust 1997Focus Groups as Qualitative Research 1991Comparative Economic Organization: The Analysis of Discrete Structural Alternatives 1984A Service Quality Model and its Marketing Implications 1994Developmental Processes of Cooperative Interorganizational Relationships 1994Characteristics of partnership success: Partnership attributes, communication behavior, and conflict resolution techniques 1992The Changing Role of Marketing in the Corporation

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