Outcome-based contracts as a driver for systems thinking and service-dominant logic in service science: Evidence from the defence industry
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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DOI：
10.1016/j.emj.2009.05.002
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发表时间：
2009-12-01
影响因子：
7.5
通讯作者：
Yip, Nick
中科院分区：
文献类型：
--
作者：
Ng, Irene C. L.;Maull, Roger;Yip, Nick
两个成果为基础的国防合同进行了研究，试图更好地了解提供服务的维护，修理和大修（MRO）的环境是承包设备的结果，而不是提供设备。合同的性质改变了交付的动态，使客户行为和参与等复杂问题成为最重要的问题，客户和公司都专注于价值共同创造和共同生产，而不是每一方的合同义务。我们发现了四个领域是至关重要的，在服务提供的价值合作生产的理解和分析，通过系统的方法结合应用的服务主导的逻辑，两者都被认为是服务科学的理论基础。(C)2009爱思唯尔有限公司保留所有权利。
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 co-production 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. (C) 2009 Elsevier Ltd. All rights reserved.