Journal ArticleDOI
Maintenance of machinery: Negotiating service contracts in business‐to‐business marketing
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TLDR
In this article, a conceptual framework has been developed for service delivery negotiation process based on review of literature and analysis of results from a survey conducted to study the existing approaches being practiced by the industrial organizations to negotiate a service contract.Abstract:
As industrial products are becoming more advanced and complex, the role of supporting services needed to exploit a product's function to an agreeable performance is becoming increasingly important. To achieve the best performance, industrial customers are entering into service contracts with the original equipment manufacturers (OEM) or independent service providers. This, in turn essentially involves service contract negotiation between OEM/service provider and the client. If such contracts are not negotiated carefully, it may lead to conflict and poor system performance. To achieve a win‐win situation for both parties, aspects such as what services to deliver, who is to deliver them, how they are to be delivered and received, and at which performance level, need to be considered in the negotiation process and agreed upon by both the provider and the client. A conceptual framework has been developed for service delivery negotiation process based on review of literature and analysis of results from a survey conducted to study the existing approaches being practiced by the industrial organizations to negotiate a service contract.read more
Citations
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Journal ArticleDOI
Service addition as business market strategy: identification of transition trajectories
TL;DR: In this paper, the authors show how manufacturers evolve when aiming at increasing customer value via the service addition path and identify drivers and inhibitors as well as trajectories to reach "ideal" service addition types.
Journal ArticleDOI
Understanding service uncertainties in industrial product–service system cost estimation
TL;DR: In this paper, the authors combine literature in service and uncertainty in cost estimation to propose the components of a service delivery system, classification of sources of uncertainty based on supply and demand and the suitable uncertainty modelling methods for service cost estimation.
Journal ArticleDOI
Clarifying the concept of performance‐based contracting in manufacturing industries
TL;DR: In this article, a comprehensive literature review of performance-based contracting (PBC) in manufacturing industries is presented, focusing on manufacturing industries, with three topics that are important to PBC but have been largely neglected in research: ownership, finance, and ownership.
Journal ArticleDOI
Benefits and uncertainties of performance‐based contracting in manufacturing industries
TL;DR: In this paper, a comprehensive literature review and drawing on insights from agency theory as a framework, the authors analyzed a broad range of academic publications on the benefits and uncertainties of performance-based contracting and developed testable propositions from the provider's and the customer's perspective.
Journal ArticleDOI
Product support strategy: conventional versus functional products
Tore Markeset,Uday Kumar +1 more
TL;DR: In this article, the authors examined different scenarios for product support and discussed approaches for development of product support strategy for conventional and functional products, based on a case study of a manufacturer of advanced durable industrial production systems.
References
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Book
Systems engineering and analysis
TL;DR: The design for operational feasibility and design for Usability, as well as Alternatives and Models in Decision Making, and Design for Affordability and Disposability, are reviewed.
Journal ArticleDOI
The service-quality puzzle
TL;DR: In this paper, what causes problems, and what can a business do to eliminate them, are discussed, and the answers are found in Section 5.2.1.1].
Posted Content
Product services: from a service supporting the product to a service supporting the client
TL;DR: In this paper, an original classification system is proposed that isolates and compares two types of product services: services that support the supplier's product (e.g. after-sale services) and services supporting the client's action in relation to the suppliers' product.
Journal ArticleDOI
Product services: from a service supporting the product to a service supporting the client
TL;DR: In this article, an original classification system is proposed that isolates and compares two types of product services: services that support the supplier's product (e.g. after-sale services) and services supporting the client's action in relation to the suppliers' product.
Book
Reliability: Modeling, Prediction, and Optimization
TL;DR: The methodology used for this analysis focused on modeling Failures at the Component Level, as well as the design of Experiments and Analysis of Variance, and the construction of Model Selection and Validation.