Unpacking Service Quality in a Third Sector Consortia: A Stakeholder Perspective

Bernadette Best, Sandra Moffett

Research output: Chapter in Book/Report/Conference proceedingConference contribution


The changing role of the third sector, driven in part by funding changes, creates challenges for measuring service quality (Haley and Grant, 2011). Contracts now constitute the main form of relationship between government and the third sector with increasing emphasis on effective service delivery (Dacombe, 2011). Pressures to deliver outcomes through scaling up (Bode and Brandsen, 2014) encourage partnerships as a way of maximising resources, securing funding gains from affiliation and offering extensive client services (Arya and Lin, 2007; McCabe, 2012). Moreover, joint service commissioning has broadened the stakeholder set for third sector collaborators demanding a deeper consideration of stakeholders’ competing claims, influences and expectations (Taylor and Taylor, 2013). This paper aims to examine how service quality is understood by multiple stakeholders of a third sector service delivery consortium and explore associated service quality enablers and challenges.
Original languageEnglish
Title of host publicationBritish Academy of Management The value of pluralism in advancing management research, education and practice
Number of pages18
Publication statusPublished - 08 Sep 2015


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