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Proactive contracting + Service design = Success!

Proactive contracting + Service design = Success! The servitisation of the manufacturing industry involves a shift from products to services and from transactions to relationships. Companies are becoming more dependent on each other, which entails a growing importance of good business relationships and relationship management. Contracts have been widely neglected in prior service research, yet they can play an important role as relationship management tools. Contracts can guide the service relationship and the parties' collaboration and interaction, but only if they are designed to do so. Contractual issues should be considered early on, starting with service/product development. Collaboration, both internally and externally, and the promotion of good practices are essential ingredients of the proactive approach. Contract productisation and visualisation, along with the merger of proactive contracting and service design, provide promising new ways to competitive advantage and increased business success. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Services, Economics and Management Inderscience Publishers

Proactive contracting + Service design = Success!

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References (38)

Publisher
Inderscience Publishers
Copyright
Copyright © Inderscience Enterprises Ltd. All rights reserved
ISSN
1753-0822
eISSN
1753-0830
DOI
10.1504/IJSEM.2011.042783
Publisher site
See Article on Publisher Site

Abstract

The servitisation of the manufacturing industry involves a shift from products to services and from transactions to relationships. Companies are becoming more dependent on each other, which entails a growing importance of good business relationships and relationship management. Contracts have been widely neglected in prior service research, yet they can play an important role as relationship management tools. Contracts can guide the service relationship and the parties' collaboration and interaction, but only if they are designed to do so. Contractual issues should be considered early on, starting with service/product development. Collaboration, both internally and externally, and the promotion of good practices are essential ingredients of the proactive approach. Contract productisation and visualisation, along with the merger of proactive contracting and service design, provide promising new ways to competitive advantage and increased business success.

Journal

International Journal of Services, Economics and ManagementInderscience Publishers

Published: Jan 1, 2011

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