5.2 Controlling and enabling practices to manage supply in online service triads - Van Kalsbeek

Question 1

four main categories of controlling and enabling practices on two levels

Answer 1

• managing network composition (system level)
• managing order fulfillment and returns (operations level)
• category management (system: marketing, operation: logistics)
• capability enhancement (both levels)
• system level: encompasses practices of a more strategic nature that are aimed at constituting the network
• operations level: where daily processes are executed

Question 2

service triad

Answer 2

buyer
supplier
consumer

Question 3

contractual governance

Answer 3

the formal relationship in which a contract is crafted and managed

Question 4

relational governance

Answer 4

encompasses the informal relationship and is formed by trust and relational norms

Question 5

multi-sided platform

Answer 5

acts in a triadic structure as an intermediary between suppliers and consumers in such a way that it facilitates the interactions between them, and aims to co-create and appropriate value

they enable direct interactions between two or more distinct sides of the platform and these sides retain control over the key terms of the interaction

Question 6

dimensions of the level of opennes

Answer 6

• access: who is allowed to participate in the platform
• authority: who is authorized to take which decisions