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A Customer’s Possibilities to Increase the Performance of a Service Provider by Adding Value and Deepening the Partnership in Facility Management Service
- Source :
- Management and Production Engineering Review, Vol 7, Iss 2, Pp 50-61 (2016)
- Publication Year :
- 2016
- Publisher :
- Walter de Gruyter GmbH, 2016.
-
Abstract
- Reliable and good suppliers are an important competitive advantage for a customer and that is why the development of suppliers, improvement of performance and enhancement of customership are also in the interest of the customer. The purpose of this study is to clarify a customer’s possibilities to increase the performance of a service provider and to develop the service process in FM services and thus help to improve partnership development. This research is a qualitative research. The research complements the existing generic model of supplier development towards partnership development by customer and clarifies the special features that facility management services bring to this model. The data has been gathered from interviews of customers and service providers in the facility management service sector. The result is a model of customers’ possibilities to develop the performance of service providers from the viewpoint of value addition and relationship development and in that way ensure added value to the customer and the development of a long-term relationship. The results can be beneficial to customers when they develop the cooperation between the customer and the service provider toward being more strategic and more partnership focused.
- Subjects :
- value addition
Organizational Behavior and Human Resource Management
Customer retention
relationship development
Service level requirement
Management Science and Operations Research
facility management
Industrial and Manufacturing Engineering
Facility management
Management of Technology and Innovation
0502 economics and business
lcsh:Production management. Operations management
Business and International Management
Marketing
Service (business)
business.industry
05 social sciences
Service level objective
Service provider
General partnership
Value (economics)
performance increase
050211 marketing
Business
service development
lcsh:TS155-194
050203 business & management
Subjects
Details
- ISSN :
- 20821344
- Volume :
- 7
- Database :
- OpenAIRE
- Journal :
- Management and Production Engineering Review
- Accession number :
- edsair.doi.dedup.....ddb69b96b4c906bc55530820d88b6e04