Advanced Search
Journal search
Journal cover: Construction Innovation: Information, Process, Management

Construction Innovation: Information, Process, Management

ISSN: 1471-4175

Online from: 2001

Subject Area: Built Environment

Content: Latest Issue | icon: RSS Latest Issue RSS | Previous Issues


Previous article.Icon: Print.Table of Contents.Next article.Icon: .

Maintenance contractors acting as service innovators

Document Information:
Title:Maintenance contractors acting as service innovators
Author(s):A. (Ad) Straub, (OTB Research Institute for the Built Environment, Delft University of Technology, Delft, The Netherlands)
Citation:A. (Ad) Straub, (2011) "Maintenance contractors acting as service innovators", Construction Innovation: Information, Process, Management, Vol. 11 Iss: 2, pp.179 - 189
Keywords:Competences, Innovation, Maintenance
Article type:Research paper
DOI:10.1108/14714171111124158 (Permanent URL)
Publisher:Emerald Group Publishing Limited

Purpose – The purpose of this paper is to show how performance-based contracting functions as an enabler of service innovation by maintenance contractors.

Design/methodology/approach – A postal survey of medium-sized maintenance employers was carried out. The questionnaire and findings were mapped and analysed combining existing models of service innovation and service quality.

Findings – As a consequence of the survey, performance-based contracting maintenance companies implement innovations in their service concept, client interface and service delivery system to guarantee the quality of their services. The maintenance contractors have launched new, improved or better competing services for their own organisation. Existing services are implemented in a new environment incorporating small incremental innovations.

Research limitations/implications – Maintenance companies do not solely address all business innovations as consequences of performance-based contracting. Performance-based contracting of, for example, building services may by the different nature of the maintenance strategies and activities lead to somewhat other outcomes.

Originality/value – There is very little literature on maintenance contractors as service providers and service innovators. This paper provides insights in innovations by maintenance contractors as well as the needed additional knowledge and competences of the contractors acting as maintenance-engineering consultants.

Fulltext Options:



Existing customers: login
to access this document


- Forgot password?
- Athens/Institutional login



Downloadable; Printable; Owned
HTML, PDF (76kb)

Due to our platform migration, pay-per-view is temporarily unavailable.

To purchase this item please login or register.


- Forgot password?

Recommend to your librarian

Complete and print this form to request this document from your librarian

Marked list

Bookmark & share

Reprints & permissions