Outcome-based contracts as a driver for systems thinking and service-dominant logic in service science: evidence from the defence industry

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Outcome-based contracts as a driver for systems thinking and service-dominant logic in service science: evidence from the defence industry

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dc.contributor.author Ng, Irene C. L. en_GB
dc.contributor.author Maull, Roger S. en_GB
dc.contributor.author Yip, Nick en_GB
dc.date.accessioned 2009-11-26T15:29:58Z en_GB
dc.date.accessioned 2011-01-25T10:27:11Z en_US
dc.date.accessioned 2013-03-19T16:04:24Z
dc.date.issued 2009-12 en_GB
dc.description.abstract Two outcome-based defence contracts are studied in the attempt to better understand the provision of services in maintenance, repair and overhaul (MRO) environment that is contracted on the outcome of the equipment, rather than the provision of equipment. The nature of the contract changes the dynamics of the delivery, bringing complex issues such as customer behaviours and involvement to the forefront, with both customer and firm focused on value co-creation and co-production, rather than each party’s contractual obligation. We uncover four areas that are crucial in the understanding of value coproduction in service delivery and analysed them through a systems approach combined with the application of the service-dominant logic, both considered as the theoretical underpinnings of service science. en_GB
dc.description.sponsorship This research was made possible through the joint funding of the Engineering & Physical Science Research Council and BAE Systems on the Support Service Solutions: Strategy & Transition (S4T) project consortium led by the University of Cambridge en_GB
dc.identifier.citation European Management Journal, Vol. 27, Issue 6, December 2009, pp 377-387 en_GB
dc.identifier.doi 10.1016/j.emj.2009.05.002 en_GB
dc.identifier.uri http://hdl.handle.net/10036/86962 en_GB
dc.language.iso en en_GB
dc.publisher Elsevier en_GB
dc.relation.url http://www.sciencedirect.com/science/journal/02632373 en_GB
dc.subject systems thinking en_GB
dc.subject service science en_GB
dc.subject outcome-based contracts en_GB
dc.subject value co-creation en_GB
dc.subject service-dominant logic en_GB
dc.title Outcome-based contracts as a driver for systems thinking and service-dominant logic in service science: evidence from the defence industry en_GB
dc.type Article en_GB
dc.date.available 2009-11-26T15:29:58Z en_GB
dc.date.available 2011-01-25T10:27:11Z en_US
dc.date.available 2013-03-19T16:04:24Z
dc.identifier.issn 02632373 en_GB
dc.description Authors' draft; post-print version. Final version available on Science Direct at http://www.sciencedirect.com/ en_GB
dc.identifier.journal European Management Journal en_GB


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