Outcome-based contract performance and value co-production in B2B maintenance and repair service

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Outcome-based contract performance and value co-production in B2B maintenance and repair service

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dc.contributor.author Ng, Irene C. L. en_GB
dc.contributor.author Ding, Xin en_GB
dc.date.accessioned 2010-03-12T11:53:25Z en_GB
dc.date.accessioned 2011-01-25T10:27:07Z en_US
dc.date.accessioned 2013-03-19T16:02:15Z
dc.date.issued 2010 en_GB
dc.description.abstract This paper investigates co-production in a B2B Maintenance, Repair and Overhaul (MRO) service contract where the firm is tasked to deliver outcomes of MRO service rather than activities directly related to maintenance and repair. Our qualitative findings show that the promise of outcomes has extended the boundary of the firm to include the customer system within its responsibility, resulting in the allowance of customer variety into the firm’s system as the consumption of the service is contextual and varied. The ability to deliver the service in such an environment requires the firm’s operations process design to be extended beyond supply chain management for material/equipment transformation, but to include information and people transformation as well. Through a quantitative study and Partial Least Squares analysis, the paper shows that outcome-based contract performance is dependent on the co-production alignments of behaviors and information but not material/equipment, with the alignments partially driven by the co-production inputs of complementary competencies and congruence of expectations. en_GB
dc.description.sponsorship This research was made possible through the joint funding of the Engineering & Physical Science Research Council (UK) and BAE Systems on the Support Service Solutions: Strategy & Transition (S4T) project consortium led by the University of Cambridge. en_GB
dc.identifier.uri http://hdl.handle.net/10036/94184 en_GB
dc.language.iso en en_GB
dc.subject B2B en_GB
dc.subject services en_GB
dc.subject outcome-based contracts en_GB
dc.subject partial least square en_GB
dc.title Outcome-based contract performance and value co-production in B2B maintenance and repair service en_GB
dc.type Meetings and Proceedings en_GB
dc.date.available 2010-03-12T11:53:25Z en_GB
dc.date.available 2011-01-25T10:27:07Z en_US
dc.date.available 2013-03-19T16:02:15Z
dc.identifier.issn 1472-2939 en_GB
dc.description.uri http://business-school.exeter.ac.uk/documents/papers/management/2010/1001.pdf en_GB
dc.description Author's conference paper. To be published in Proceedings of the 11th International Research Seminar in Services Management, 24-26 May 2010, La Londe, France; issued as working paper; article under review at Management Science en_GB


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