Please use this identifier to cite or link to this item:
Title: Maximizing Resources Through Secondary Reparable (SECREP) Residual Demand Management.
Authors: William Muir
Keywords: Reform
Business-To-Business Services
Contractor Performance
Service Quality
US Air Force
Services Acquisitions
Issue Date: 16-Dec-2010
Publisher: Acquisition Research Program
Citation: Published--Unlimited Distribution
Series/Report no.: Contractor Performance
Abstract: The need for reform in the Department of Defense's (DoD) acquisition and management of services acquisitions has been recently highlighted by the Government Accountability Office and by top leadership within the DoD acquisition community. However, problems with the acquisition of business-to-business services have not been limited to purchasing in the public sector; industry has also struggled with the effective acquisition of business-to-business services because the complexities and unique nature of services render the definition of requirements and the specification and measurement of contractor performance problematic. Despite these difficulties, little research has been conducted to examine the determinants of sourcing performance in services acquisitions. This study uses structural equation modeling to examine the relationships between service quality and its determinants in the U.S. Air Force's acquisition of business-to-business services. Data were collected by surveying a sample of contract administrators assigned to services acquisitions. The results of a statistical analysis on this data suggest that requirement definition sufficiency and government contractor communication strongly affect the contract outcomes of service quality and regulatory and statutory compliance. A non-positive relationship was also found between the extent of compliance with regulations and statutes and the quality of the service rendered. Other results include a significant relationship between the level of commitment by the internal customer and the sufficiency of the requirement definition as well as the deleterious effects of personnel turnover on compliance with regulations and statutes. While the results present several practical implications for the DoD's acquisition and management of service contracts, this study also makes contributions to service quality theory in business-to-business contexts. A new service quality framework is proposed for customer-defined services, along with a revised scale for measuring service quality in business-to-business applications.
Description: Contract Management / Graduate Student Research
Appears in Collections:NPS Graduate Student Theses & Reports

Files in This Item:
File SizeFormat 
NPS-CM-10-168.pdf2.34 MBAdobe PDFView/Open

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.