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Maintenance of machinery: negotiating service contracts in business-to-business marketing
Luleå University of Technology.
Stavanger University College.
Luleå University of Technology, Department of Civil, Environmental and Natural Resources Engineering, Operation, Maintenance and Acoustics.
2004 (English)In: International Journal of Service Industry Management, ISSN 0956-4233, E-ISSN 1758-6704, Vol. 15, no 3/4, p. 400-413Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
2004. Vol. 15, no 3/4, p. 400-413
National Category
Other Civil Engineering
Research subject
Operation and Maintenance
Identifiers
URN: urn:nbn:se:ltu:diva-7564DOI: 10.1108/09564230410552077ISI: 000224391800011Scopus ID: 2-s2.0-8844266910Local ID: 5f33da50-b2da-11db-bf9d-000ea68e967bOAI: oai:DiVA.org:ltu-7564DiVA, id: diva2:980454
Note
Validerad; 2004; 20061030 (pafi)Available from: 2016-09-29 Created: 2016-09-29 Last updated: 2018-07-10Bibliographically approved

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Kumar, Uday

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