Connecting relational mechanisms to performance measurement in a digital service supply chain

Abstract

This study examines the connection between relational mechanisms and performance measurement. The objective of the paper is to uncover the essential types of relational mechanisms and what factors determine the relational mechanisms of performance measurement in digital service supply chains. The authors conducted a multi-case study at companies that provide digital services. Relational mechanisms refer to mechanisms that initiate and enhance social interactions in performance measurement. The results show that trust between supply chain actors and improvement of knowledge through information sharing are the essential types of relational mechanisms of performance measurement in the digital service supply chain. These relational mechanisms enable performance measurement by engaging actors in providing measurement information. Personalization of services and the criticality of the service, but also compensation, and suppliers’ ability to sell were highlighted to determine the relational mechanisms adopted.