SHARED RESOURCES IN SERVICE SYSTEMS

The purpose of this paper is to analyse and characterise the notion of shared resources in service systems. Such resources are shared by the provider and the consumer during the execution of a service. Based on three studies, we identify two types of shared resources in service systems. The three studies were performed in the health care sector, the consultancy sector and in a library. The empirical method was based on a combination of qualitative interviews, observation and participation. The two types of resources are called shared target and shared support. Shared target is a well known type of shared resources. Shared support is a new type of shar