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Behaviour transformation: an examination of relational governance in complex engineering service
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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
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Official URL: http://dx.doi.org/10.1007/978-0-85729-189-9_9
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 | ||||
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Subjects: | H Social Sciences > HM Sociology T Technology > TA Engineering (General). Civil engineering (General) |
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Divisions: | Faculty of Science, Engineering and Medicine > Engineering > 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 | ||||
Official Date: | 2 July 2011 | ||||
Dates: |
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Volume: | Part 2 | ||||
Number of Pages: | 17 | ||||
Page Range: | pp. 163-179 | ||||
DOI: | 10.1007/978-0-85729-189-9_9 | ||||
Status: | Peer Reviewed | ||||
Publication Status: | Published | ||||
Access rights to Published version: | Restricted or Subscription Access |
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