Tax & Wilkinson - Service Delivery Networks

Question 1

SDN

Answer 1

• two or more entities that, are responsible for the provision of a connected, overall service.
• customer centric approach
• ties may exist among the service providers
• interprovider interactions may affect the customer
• no interactions where customer have numerous alternatives to choose

Question 2

Different types of SDNs

Answer 2

1 - unconstrained customer choice
2 - constrained customer choice
3 - customer coordination
4 - service coordinator
5 - provider coordination

Question 3

Main differences between dyadic and SDN perspective

Answer 3

1 - multiple service providers create overall experience for customer
2 - customer may coordinate the among providers
3 - customer satisfaction depends on several providers
4 - customer relation may be affected by other providers
5 - provider needs to consider fit of own processes with others in the SDN