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| Author: | Ng, I.C.L. Maull, R. Yip, N. |
| Title: | Outcome-based contracts as a driver for systems thinking and service-dominant logic in service science: Evidence from the defence industry |
| Journal: | European Management Journal
2009 : DEC, VOL. 27:6, p. 377-387 |
| Index terms: | systems science service defence industries contracts government United Kingdom |
| Language: | eng |
| Abstract: | This study aims at better understanding of the provision of services in maintenance, repair and overhaul (MRO) environment contracted on the outcome of the equipment, rather than the provision of equipment. Based on analyses of two outcome-based defence contracts btw. two defense contractors and the U.K. government, there are found four crucial areas in the understanding of value co-production in service delivery. These are analyzed through a systems approach combined with the application of the service-dominant logic, both seen as the theoretical bases of service science. |
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