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Complex Engineering Service Systems pp 163–179Cite as

Behaviour Transformation: An Examination of Relational Governance in Complex Engineering Service

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Abstract

In the present study, we investigated two outcome-based maintenance, repair and overhaul (MRO) service contracts in the attempt to better understand the effect of relational governance on firms’ boundary-spanners behaviours in co-producing complex engineering service. Our field interviews indicate that managers are heavily dependent on interpersonal relationships to promote mutual cooperation in service delivery. The role of legal contracts in monitoring behaviours seems insignificant. Furthermore, we noted that with the development of interpersonal relationship, cooperation moved from reciprocal to communal. That is, at the early stage of relationship, both parties cooperate conditionally according to the norm of reciprocity. When the relationship becomes more mature, both parties share a common identity and work towards their collective goals. To that end, service performance would then be greatly enhanced. Through a theory-in-use methodology, our study maps the practices of behaviour transformation in complex engineering service systems, effected through interpersonal relationship development.

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Authors and Affiliations

  1. University of Exeter Business School, Exeter, UK

    Lei Guo & Irene Ng

Authors
  1. Lei Guo
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  2. Irene Ng
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Correspondence to Lei Guo .

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Editors and Affiliations

  1. , Streatham Court, University of Exeter Business School, Rennes Drive, Exeter, EX4 4PU, United Kingdom

    Irene Ng

  2. , Bristol Business School, University of the West of England, Coldharbour Lane, Bristol, BS16 1QY, United Kingdom

    Glenn Parry

  3. PaCT Laboratory, Department of Psychology, Northumbria University, Newcastle upon Tyne, NE1 8ST, United Kingdom

    Peter Wild

  4. , Institute for Manufacturing, University of Cambridge, Charles Babbage Road 17, Cambridge, CB3 0FS, United Kingdom

    Duncan McFarlane

  5. , Institute of Manufacturing, University of Cambridge, Charles Babbage Road 17, Cambridge, CB3 0FS, United Kingdom

    Paul Tasker

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Guo, L., Ng, I. (2011). Behaviour Transformation: An Examination of Relational Governance in Complex Engineering Service. In: Ng, I., Parry, G., Wild, P., McFarlane, D., Tasker, P. (eds) Complex Engineering Service Systems. Decision Engineering. Springer, London. https://doi.org/10.1007/978-0-85729-189-9_9

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  • DOI: https://doi.org/10.1007/978-0-85729-189-9_9

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  • Publisher Name: Springer, London

  • Print ISBN: 978-0-85729-188-2

  • Online ISBN: 978-0-85729-189-9

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