| 000 | 01546naa a2200205uu 4500 | ||
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| 001 | 0051816095537 | ||
| 003 | OSt | ||
| 005 | 20190211171712.0 | ||
| 008 | 100518s2009 xx ||||gr |0|| 0 eng d | ||
| 100 | 1 |
_aNG, Irene C. L. _940173 |
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| 245 | 1 | 0 |
_aOutcome-based contracts as a driver for systems thinking and service-dominant logic in service science : _bevidence from the defense industry |
| 260 |
_aOxford : _bElsevier, _cDecember 2009 |
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| 520 | 3 | _aTwo 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 partys 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. | |
| 700 | 1 |
_aMAULL, Roger _940174 |
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| 700 | 1 |
_aYIP, Nick _940175 |
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| 773 | 0 | 8 |
_tEuropean Management Journal _g27, 6, p. 377-387 _dOxford : Elsevier, December 2009 _xISSN 02632373 _w |
| 942 | _cS | ||
| 998 |
_a20100518 _b1609^b _cDaiane |
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| 998 |
_a20100531 _b1235^b _cCarolina |
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| 999 |
_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c33243 _d33243 |
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| 041 | _aeng | ||