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.
| Original language | English |
|---|---|
| Pages (from-to) | 50-61 |
| Number of pages | 12 |
| Journal | Management and Production Engineering Review |
| Volume | 7 |
| Issue number | 2 |
| DOIs | |
| Publication status | Published - 1 Jun 2016 |
| Publication type | A1 Journal article-refereed |
Keywords
- facility management
- performance increase
- relationship development
- service development
- value addition
Publication forum classification
- Publication forum level 1
ASJC Scopus subject areas
- Industrial and Manufacturing Engineering
- Management Science and Operations Research
- Business and International Management
- Management of Technology and Innovation
- Organizational Behavior and Human Resource Management
