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Paper info: Client-Provider Relationship Processes in a Facility Management Context - A Typology

Title


Client-Provider Relationship Processes in a Facility Management Context - A Typology

Authors


Björn Axelsson
Stockholm School of Economics
Sweden
Björn Axelsson , Henrik Agndal and Jonas Molin

Place of Publication


The paper was published at the 24th IMP-conference in Uppsala, Sweden in 2008.

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Abstract


Research comparing public-private services outsourcing applying a longitudinal approach including the production/delivery processes in services sourcing contexts is scarce. In addition, prior studies on service sourcing tend to lack theoretical grounding. To address the above we present the results of a longitudinal comparative case study of two major Swedish FM services outsourcing projects, a public and a private case of operational partnering. Client-provider interaction processes on management level have been followed regularly over time utilizing participant observation as a core element combined with interviews and documentary studies. Observed variations in relational orientation over time are discussed by applying the concept of relational attitude. We find that existing classifications of operational partnering do not capture the dynamics of the studied relationships. Based on nine different dimensions of interaction we develop a typology of operational partnering, consisting of Evolutionary Operational Partnering (EOP) and Routine Operational Partnering (ROP), which could be useful for practitioners in deciding on desired type of relationship.