Understanding the use value dimensions of outsourced maintenance services

Toossi, Amir; Lockett, Helen; Raja, Jawwad and Martinez, Veronica (2010). Understanding the use value dimensions of outsourced maintenance services. In: International Conference on Advances in Production Management Systems, 11-13 Oct 2010, Cernobbio, Italy.

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Abstract

Surviving in long-term outsourced maintenance contracts in current financial situation necessitates better understanding of what customers attribute as value and its dimensions. This paper reports on findings from research undertaken with a supplier of automation products and services and its customers. Structured interviewing technique has been conducted in four customer companies from different industrial sectors at different organizational levels. Value dimensions and their role in different decision making levels are identified.

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