Guo, Lei and Ng, Irene C. L. (2011) Behaviour transformation: an examination of relational governance in complex engineering service. In: Ng, Irene C. L. and Parry, Glenn and Wild, Peter and McFarlane, Duncan and Tasker, Paul, (eds.) Complex Engineering Service Systems: Concepts and Research. Decision Engineering, Part 2 . London, U.K.: Springer Verlag London Ltd., pp. 163-179. ISBN 978-0-85729-188-2

Full text not available from this repository.

Abstract

In the present study, we investigated two outcome-based maintenance, repair and overhaul (MRO) service contracts in the attempt to better understand the effect of relational governance on firms’ boundary-spanners behaviours in co-producing complex engineering service. Our field interviews indicate that managers are heavily dependent on interpersonal relationships to promote mutual cooperation in service delivery. The role of legal contracts in monitoring behaviours seems insignificant. Furthermore, we noted that with the development of interpersonal relationship, cooperation moved from reciprocal to communal. That is, at the early stage of relationship, both parties cooperate conditionally according to the norm of reciprocity. When the relationship becomes more mature, both parties share a common identity and work towards their collective goals. To that end, service performance would then be greatly enhanced. Through a theory-in-use methodology, our study maps the practices of behaviour transformation in complex engineering service systems, effected through interpersonal relationship development.

Item Type:	Book Item
Subjects:	H Social Sciences > HM Sociology T Technology > TA Engineering (General). Civil engineering (General)
Divisions:	Faculty of Science > WMG (Formerly the Warwick Manufacturing Group)
Series Name:	Decision Engineering
Publisher:	Springer Verlag London Ltd.
Place of Publication:	London, U.K.
ISBN:	978-0-85729-188-2
ISSN:	1619-5736
Book Title:	Complex Engineering Service Systems: Concepts and Research
Editor:	Ng, Irene C. L. and Parry, Glenn and Wild, Peter and McFarlane, Duncan and Tasker, Paul
Date:	2 July 2011
Volume:	Part 2
Number of Pages:	17
Page Range:	pp. 163-179
Identification Number:	10.1007/978-0-85729-189-9_9
Status:	Peer Reviewed
Publication Status:	Published
Access rights to Published version:	Restricted or Subscription Access
URI:	http://wrap.warwick.ac.uk/id/eprint/47652

Data sourced from Thomson Reuters' Web of Knowledge

Request changes to a record

Actions (login required)

View Item