Maintenance of machinery
- 1 September 2004
- journal article
- research article
- Published by Emerald Publishing in International Journal of Service Industry Management
- Vol. 15 (4), 400-413
- https://doi.org/10.1108/09564230410552077
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.Keywords
This publication has 23 references indexed in Scilit:
- Design and development of product support and maintenance concepts for industrial systemsJournal of Quality in Maintenance Engineering, 2003
- Warranty reserves for nonstationary sales processesNaval Research Logistics (NRL), 2002
- A framework for costing planned maintenanceJournal of Quality in Maintenance Engineering, 2001
- Cost Sharing Warranty Policies for Second‐hand ProductsInternational Transactions in Operational Research, 2001
- The Purchasing of Full-Service Contracts:Industrial Marketing Management, 2000
- Communications and Expectations in After-Sales Service Provision: Experiences of an International Swedish FirmIndustrial Marketing Management, 1999
- The self‐directed teamTeam Performance Management, 1999
- Self‐development: the nine basic skills for business successJournal of Management Development, 1997
- International Services MarketingInternational Marketing Review, 1994
- Pricing an industrial serviceIndustrial Marketing Management, 1989