The 2011 Grand Challenge in Service conference aimed to explore, analyse and evaluate complex service systems. A case scenario, improving the perception of safety in the London Borough of Sutton, provided a common context to link participant contributions. The key themes that emerged included...

Summary Two outcome-based defence contracts are studied in the attempt to better understand the provision of services in maintenance, repair and overhaul (MRO) environment that is contracted on the outcome of the equipment, rather than the provision of equipment. The nature of the contract...

Summary In outcome-based equipment provision services, the service provider often relies on the client's operand and operant resources to deliver service outcomes. Successful service co-production is accomplished through the cooperation between individual employees, especially those who span the...