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_GB |
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.citation | 11th International Research Seminar in Services Management, 24-26 May 2010, La Londe, France | |
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 | Conference paper | en_GB |
dc.date.available | 2010-03-12T11:53:25Z | en_GB |
dc.date.available | 2011-01-25T10:27:07Z | en_GB |
dc.date.available | 2013-03-19T16:02:15Z | |
dc.identifier.issn | 1472-2939 | en_GB |