Value elements of industrial maintenance: verifying the views of the customer and the service provider

Ali-Marttila, Maaren, Tynninen, Leena, Marttonen-Arola, Salla and Kärri, Timo (2015) Value elements of industrial maintenance: verifying the views of the customer and the service provider. International Journal of Strategic Engineering Asset Management, 2 (2). pp. 136-158. ISSN 1759-9733

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Abstract

To maximize the total value in a maintenance business relationship it is important to know what the partner values. The value of industrial maintenance service can be considered to consist of value elements, and the perceived total value for the customer and service provider is the sum of these value elements. The specific objectives of this paper are to verify the most important value elements for the maintenance service customer and provider and also to recognize where the value elements differ, by using the non-parametric tests Wilcoxon and Mann-Whitney U. The data has been collected by an online survey sent to 345 maintenance service professionals in Finland. In the survey, four different types of value elements were considered: the customer’s high critical and low critical items and the service provider’s core and support service. The most valued elements by the respondents were reliability, safety at work, environmental safety, and operator knowledge.

Item Type: Article
Subjects: Business and Management
Engineering
Divisions: Faculty of Engineering and Advanced Manufacturing
Depositing User: Salla Marttonen-Arola
Date Deposited: 17 Nov 2017 15:27
Last Modified: 17 Nov 2017 15:33
URI: http://sure.sunderland.ac.uk/id/eprint/8177

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