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Contractual Governance for Public Service Value Networks
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.
2011 (engelsk)Inngår i: Journal of Service Management, ISSN 1757-5818, Vol. 22, nr 2Artikkel i tidsskrift (Fagfellevurdert) Published
sted, utgiver, år, opplag, sider
2011. Vol. 22, nr 2
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
URN: urn:nbn:se:kau:diva-7290DOI: 10.1108/09564231111124235ISI: 000290921200005OAI: oai:DiVA.org:kau-7290DiVA, id: diva2:408968
Tilgjengelig fra: 2011-04-06 Laget: 2011-04-06 Sist oppdatert: 2011-10-24bibliografisk kontrollert
Inngår i avhandling
1. Using contracts to manage services: A study of contracts in public transport
Åpne denne publikasjonen i ny fane eller vindu >>Using contracts to manage services: A study of contracts in public transport
2011 (engelsk)Doktoravhandling, med artikler (Annet vitenskapelig)
Abstract [en]

Contracts play a key role in many business to business relationships. Service organisations are no exception. Despite a growing interest of services and how services are managed, research on how to use contracts to manage services has been surprisingly sparse in service research. The overall aim of this thesis is to contribute to a deeper understanding of using contracts to manage services in business-to-business relationships. Contract theories together with concepts from service research are used to enrich and understand how contracts are used to manage services and thus make contributions to service research. The thesis will give an empirically grounded understanding of managing services through contracts.

The thesis consists of six separate papers, all based on data gathered from contractual relationships between contractors and service providers. The results are based on studies of authentic contracts which are not the case in most previous studies. The methods used for gathering and analysing data involve case studies, content analysis of authentic contracts, interviews and document studies of the public transport sector in Sweden which is an empirically rich area for studying contracts.

The three main contributions of this dissertation are; firstly, an extended understanding of how contracts are used to manage the prerequisites for service quality for the parties involved. It was found that the concept service quality is brought forward on three interdependent managerial levels; from a detailed operational level, to a systemic oriented strategic level, and also a visionary rhetorical level each specifying the prerequisite for the services. To manage the prerequisites, the contracts rely on three identified means; laws and regulations, standards and measurements and economical incentives. Secondly, the detailed contents and rigidity of the contracts bring forward an inflexible and asymmetric relationship, where the parties are restricted in their activities. Here the contracts become a substitute for trust and commitment instead of supporting the development of trust and commitment. Finally, the thesis deepen the understanding of the role of contracts in governing services, from being a static abbreviator to a dyadic market based relationship, to becoming a dynamic tool for developing and sustaining a value creating and value driven collaborative network.

sted, utgiver, år, opplag, sider
Karlstad: Karlstad University, 2011. s. 99
Serie
Karlstad University Studies, ISSN 1403-8099 ; 2011:20
Emneord
Contracts, services, service quality, business-to-business relationship, public transport
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
urn:nbn:se:kau:diva-7236 (URN)978-91-7063-352-2 (ISBN)
Disputas
2011-04-29, 11D 227, Erlandersalen, Karlstads universitet, Karlstad, 13:15 (engelsk)
Opponent
Veileder
Tilgjengelig fra: 2011-04-08 Laget: 2011-03-23 Sist oppdatert: 2011-10-18bibliografisk kontrollert

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Totalt: 180 treff
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