Research in the Decision Sciences for Global Business: Best Papers from the 2013 Annual Conference

11. The Effects of External Changes on Different Actors in a Service Triad in the Public Sector: Finnish Visa Services in Russia

—Prof. Markku Kuula, Aalto University, School of Business, Department of Information and Service Economy

—Dr. Antero Putkiranta, Aalto University, School of Business, Department of Information and Service Economy; Lappeenranta University of Technology, Department of Industrial Management

—Pirjo Tulokas, Tampere University, School of Management

Abstract

This study examines a service triad created in the public sector after the Finnish Ministry for Foreign Affairs (MFA) decided to outsource a part of the visa application process to an external private company in St. Petersburg, Russia (Visa Application Center—VAC). The ...