Integrating interaction into standardized public procurement: exploring the creation and distribution of relational frictions

Abstract

Purpose – This paper aims to explore how using non-standardized relational interfaces in traditional public procurement of professional services leads to relational frictions among actors. It also examines coping strategies and how these frictions are distributed. Design/methodology/approach – This paper conducted a nested case study of a public organization in a developing country, analyzing three public procurement cases. These cases illustrate efforts to procure research services interactively within a standardized procurement system. The study involved in-depth interviews with informants within the public organization and key suppliers from each project, as well as analyzing relevant documents. Findings – The study explains how relational frictions arise from shifts in relational interfaces and manifest as misalignments in activity links, disruptions in resource ties and tensions in actor bonds within a system accustomed to standardized exchanges. The findings also highlight how actors use coping activities and how relational frictions spread directly and indirectly to other relational interfaces. Practical implications – This research helps public organizations understand the emergence of frictions as challenges in adopting innovative approaches within traditional procurement systems. It offers strategies to manage these frictions and enhance value creation. Originality/value – This research introduces relational friction at the actor level, conceptualizes its emergence and distribution due to changes in established relational interfaces, and examines coping activities for its management.