Differentiating services and its implications for supplier selection The case of maintenance services for social rented housing

HJ van Mossel

    Research output: Chapter in Book/Conference proceedings/Edited volumeConference contributionScientificpeer-review


    The characteristics of business services provide useful information for supplier selection decisions. However, it is yet undetermined which characteristics are most relevant. In this paper, we propose to regard services from an end-customer perspective, since the degree of impact of services on end-customer satisfaction is expected to influence supplier selection decisions. We draw on a classification method based on a customer usage dimension for exploring the nature of this effect and its implications for supplier selection. The issue will be investigated in the specific context of maintenance services on dwellings as purchased by housing associations. These maintenance services do in a varying degree impact residential satisfaction, which should be reflected in supplier selection decisions in order to reach the desired level of service performance.
    Original languageUndefined/Unknown
    Title of host publicationCreating & managing value in supply networks; 4th Worldwide research symposium on purchasing and supply chain management, 15th Annual IPSERA Conference, 17th Annual North American research/teaching symposium
    EditorsS Croom, Ph Carter, M Day
    Place of PublicationSan Diego, CA
    Number of pages12
    ISBN (Print)0-9779673-0-1
    Publication statusPublished - 2006

    Publication series



    • Conf.proc. > 3 pag

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