IDEAS home Printed from https://ideas.repec.org/a/taf/conmgt/v28y2010i11p1187-1195.html
   My bibliography  Save this article

Competences of maintenance service suppliers servicing end-customers

Author

Listed:
  • Ad Straub

Abstract

Service-led construction projects imply major changes in methods and work processes for contractors and a need to reorganize the contracting company. A major change within a performance-based approach is that contractors act as maintenance-engineering consultants to clients and as service providers to end-customers. Offering new services demands additional resources, skills and competences of contractors. In performance-based maintenance partnerships contractors have the responsibility for the agreed performance of building components and clients' and end-customers' satisfaction during the entire contract period by handling planned and reactive maintenance. End-customers are particularly concerned with reactive or daily maintenance. Satisfaction is affected by the result of maintenance and especially the maintenance service delivery process. Maintenance contractors need knowledge about concepts such as whole-life costing, key performance indicators and service levels, and need communication and empathy skills, especially in dealing with end-customers.

Suggested Citation

  • Ad Straub, 2010. "Competences of maintenance service suppliers servicing end-customers," Construction Management and Economics, Taylor & Francis Journals, vol. 28(11), pages 1187-1195.
    • Handle: RePEc:taf:conmgt:v:28:y:2010:i:11:p:1187-1195
    DOI: 10.1080/01446193.2010.500672
    as

    Download full text from publisher

    File URL: http://www.tandfonline.com/doi/abs/10.1080/01446193.2010.500672
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/01446193.2010.500672?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Sebastian Kussl & Andreas Wald, 2022. "Smart Mobility and its Implications for Road Infrastructure Provision: A Systematic Literature Review," Sustainability, MDPI, vol. 15(1), pages 1-20, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:conmgt:v:28:y:2010:i:11:p:1187-1195. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/RCME20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.