Contracts: “Help wanted” to deliver advanced services

Alves, Kyle; Oliver, Stoll; West, Shaun

Abstract

Technology-supported business models associated with Servitization and digitally-enhanced Advanced Services rely on the co-creation of value that emerges during engagements between customers and suppliers. This value must be clearly identified in order for the relevant data to be accurately digitally collected, and the value proposition to be clearly communicated. Recent research illustrates the evolution of value over the life of the engagement. This creates poor alignment between the proposed value proposition and the contract delivering the service, which can lead to relationship failure. Existing challenges to delivering Advanced Services noted in the literature tend to focus on creating and delivering the value proposition. Practitioners often find difficulty in capturing the nuances of an evolving value proposition in a viable contract. This research uses mixed method approaches to identify and explore the contract areas that require additional research focus. Insights into urgent needs for digitally enhanced Advanced Service contracts were elicited through surveys and a sandpit-style workshop attended by both academics and practitioners with experience in buying, selling, and delivering Advanced Services. The paper proposes an early research agenda for this area, providing direction for researchers and practitioners for developing contracts that deliver digitally enhanced Advanced Services.

• Presentation Conference Type: Conference Paper (published)
• Conference Name: Competitive Advantage in the Digital Economy - CADE 2022: Resilience, Sustainability, Responsibility, and Identity
• Start Date: Jun 13, 2022
• End Date: Jun 15, 2022
• Acceptance Date: Apr 28, 2022
• Online Publication Date: Nov 11, 2022
• Publication Date: Nov 11, 2022
• Deposit Date: Oct 4, 2022
• Publicly Available Date: Dec 12, 2022
• Publisher: Institute of Electrical and Electronics Engineers (IEEE)
• Volume: 2022
• Pages: 150-157
• Series Title: Proceeding of Competitive Advantage in the Digital Economy (CADE)
• Book Title: Competitive Advantage in the Digital Economy (CADE 2022)
• DOI: https://doi.org/10.1049/icp.2022.2057
• Keywords: Advanced Services, Servitization, Contracts, Costing, Pricing, Research Agenda
• Public URL: https://uwe-repository.worktribe.com/output/10019019
• Related Public URLs: https://warwick.ac.uk/fac/sci/wmg/mediacentre/wmgevents/cade2022/; ; https://warwick.ac.uk/fac/sci/wmg/mediacentre/wmgevents/cade2022/strategic-change/