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Alderman, N and Ivory, C (2010) Service-led projects: understanding the meta-project context. Construction Management and Economics, 28(11), 1131–43.

Hartmann, A, Davies, A and Frederiksen, L (2010) Learning to deliver service-enhanced public infrastructure: balancing contractual and relational capabilities. Construction Management and Economics, 28(11), 1165–75.

Hoezen, M, van Rutten, J, Voordijk, H and Dewulf, G (2010) Towards better customized service-led contracts through the competitive dialogue procedure. Construction Management and Economics, 28(11), 1177–86.

Lind, H and Borg, L (2010) Service-led construction: is it really the future?. Construction Management and Economics, 28(11), 1145–53.

Roehrich, J K and Lewis, M A (2010) Towards a model of governance in complex (product–service) inter-organizational systems. Construction Management and Economics, 28(11), 1155–64.

Straub, A (2010) Competences of maintenance service suppliers servicing end-customers. Construction Management and Economics, 28(11), 1187–95.

  • Type: Journal Article
  • Keywords: competences; end-customers; maintenance; performance-based projects; service delivery
  • ISBN/ISSN: 0144-6193
  • URL: https://doi.org/10.1080/01446193.2010.500672
  • Abstract:
    Service-led construction projects imply major changes in methods and work processes for contractors and a need to reorganize the contracting company. A major change within a performance-based approach is that contractors act as maintenance-engineering consultants to clients and as service providers to end-customers. Offering new services demands additional resources, skills and competences of contractors. In performance-based maintenance partnerships contractors have the responsibility for the agreed performance of building components and clients’ and end-customers’ satisfaction during the entire contract period by handling planned and reactive maintenance. End-customers are particularly concerned with reactive or daily maintenance. Satisfaction is affected by the result of maintenance and especially the maintenance service delivery process. Maintenance contractors need knowledge about concepts such as whole-life costing, key performance indicators and service levels, and need communication and empathy skills, especially in dealing with end-customers.