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Assessing the value dimensions of outsourced maintenance services

Toossi, Amir; Lockett, Helen Louise; Raja, Jawwad Z and Martinez, Veronica (2013). Assessing the value dimensions of outsourced maintenance services. Journal of Quality in Maintenance Engineering, 19(4) 348 -363.

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DOI (Digital Object Identifier) Link: https://doi.org/10.1108/JQME-04-2013-0021
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Abstract

Purpose
- The purpose of this paper is to investigate the diverse nature of tangible and intangible value dimensions that contribute to customers' perception of value from outsourced maintenance services.

Design/methodology/approach
- A multiple case study approach has been adopted. Repertory grid, an in-depth structured interviewing technique, has been used in order to draw out the respondents' hidden constructs in evaluating outsourced maintenance services. Data have been collected from four customer organizations of outsourced maintenance services, and a total of 33 interviews have been undertaken.

Findings
- The paper has identified a range of tangible and intangible value dimensions that are of importance in maintenance outsourcing decision making. The most important value dimensions for maintenance outsourcing were found to be specialist knowledge, accessibility (of the service provider), relational dynamic, range of products and services, delivery, pricing and locality. Although the paper has identified the most important value dimensions the paper also emphasizes the need to take into account the full range of value dimensions in order to understand the whole value pattern in an organization.

Practical implications
- The results will be of use for maintenance service providers to help them to improve value-adding capacity of maintenance services. The results can also be applied by customers to help them assess the value they receive from outsourced maintenance services.

Originality/value
- A different perspective on maintenance outsourcing value is provided. The value patterns in different organizations and the viewpoints of respondents in different organizational roles are described. The dynamic nature of these tangible or intangible values over time and their interrelationships has also been explored.

Item Type: Journal Item
Copyright Holders: 2013 Emerald Publishing Group Limited
ISSN: 1355-2511
Project Funding Details:
Funded Project NameProject IDFunding Body
Not SetEP/E001874/1EPSRC (Engineering and Physical Sciences Research Council)
Keywords: Outsourcing; Maintenance management; Repertory grid; Servitization; Value-in-use
Academic Unit/School: Faculty of Science, Technology, Engineering and Mathematics (STEM) > Engineering and Innovation
Faculty of Science, Technology, Engineering and Mathematics (STEM)
Item ID: 49628
Depositing User: Helen Lockett
Date Deposited: 28 Jul 2017 14:37
Last Modified: 07 Sep 2017 08:36
URI: http://oro.open.ac.uk/id/eprint/49628
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