TY - JOUR
T1 - Value co-creation in humanitarian service triads: service provision for beneficiaries
AU - Özdamar, Burçin
AU - Tabaklar, Tunca
AU - Göçer, Aysu
AU - Piotrowicz, Wojciech
N1 - Funding Information:
The authors would like to thank all the participants in this study. The authors would also like to thank the anonymous reviewers for all the comments on the previous versions of the manuscript.
Publisher Copyright:
© 2021, Emerald Publishing Limited.
PY - 2022/1/21
Y1 - 2022/1/21
N2 - Purpose: The purpose of this study is to understand how humanitarian service triad members contribute to value co-creation, and how they assess the continuity of services in humanitarian supply chains (HSCs) to ensure support for beneficiaries. Design/methodology/approach: The study applied a qualitative methodology through a single case study of a humanitarian service triad composed of non-governmental organisations (NGOs), service providers and beneficiaries. Empirical data were collected through semi-structured interviews and observations. Findings: The findings confirm that the humanitarian service triad perspective in HSCs allows better understanding of humanitarian assistance. The findings indicate six components grouped into a humanitarian service triad framework, namely: service design, service reachability, training serviceability, collaboration, synergy, ethical considerations and after-service care. Research limitations/implications: This research contributes to understanding of humanitarian services provision by studying service triads in humanitarian settings. It also confirms the need for cooperation between practitioners in services provision. The findings are limited to the context of refugees in Turkey, specifically humanitarian service triad located in Izmir area. Practical implications: The Humanitarian Service Triad Framework for Service Provision proposed in this paper can be used as a tool for policy makers and practitioners involved in service design in HSC contexts, stressing the need for including all the framework components in practice. Originality/value: This study is one of the first to focus on a humanitarian service triad, which includes beneficiaries as triad members in long-term humanitarian service provision.
AB - Purpose: The purpose of this study is to understand how humanitarian service triad members contribute to value co-creation, and how they assess the continuity of services in humanitarian supply chains (HSCs) to ensure support for beneficiaries. Design/methodology/approach: The study applied a qualitative methodology through a single case study of a humanitarian service triad composed of non-governmental organisations (NGOs), service providers and beneficiaries. Empirical data were collected through semi-structured interviews and observations. Findings: The findings confirm that the humanitarian service triad perspective in HSCs allows better understanding of humanitarian assistance. The findings indicate six components grouped into a humanitarian service triad framework, namely: service design, service reachability, training serviceability, collaboration, synergy, ethical considerations and after-service care. Research limitations/implications: This research contributes to understanding of humanitarian services provision by studying service triads in humanitarian settings. It also confirms the need for cooperation between practitioners in services provision. The findings are limited to the context of refugees in Turkey, specifically humanitarian service triad located in Izmir area. Practical implications: The Humanitarian Service Triad Framework for Service Provision proposed in this paper can be used as a tool for policy makers and practitioners involved in service design in HSC contexts, stressing the need for including all the framework components in practice. Originality/value: This study is one of the first to focus on a humanitarian service triad, which includes beneficiaries as triad members in long-term humanitarian service provision.
KW - 512 Business and Management
KW - value co-creation
KW - service triads
KW - humanitarian assistance
KW - refugees
KW - humanitarian supply chains
KW - humanitarian aid
UR - http://www.scopus.com/inward/record.url?scp=85122879329&partnerID=8YFLogxK
UR - https://www.mendeley.com/catalogue/c406e58c-d79f-3873-9dd7-e503ac0e07a1/
U2 - 10.1108/JHLSCM-04-2021-0038
DO - 10.1108/JHLSCM-04-2021-0038
M3 - Article
SN - 2042-6747
VL - 12
SP - 305
EP - 332
JO - Journal of Humanitarian Logistics and Supply Chain Management
JF - Journal of Humanitarian Logistics and Supply Chain Management
IS - 2
ER -