{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,20]],"date-time":"2026-03-20T22:07:59Z","timestamp":1774044479855,"version":"3.50.1"},"reference-count":53,"publisher":"Emerald","issue":"5","license":[{"start":{"date-parts":[[2017,9,4]],"date-time":"2017-09-04T00:00:00Z","timestamp":1504483200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["BPMJ"],"published-print":{"date-parts":[[2017,9,4]]},"abstract":"<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title>\n<jats:p>The purpose of this paper is to analyze a contract-based relationship for value co-creation and gain-sharing between two companies for the purpose of industrial maintenance services. After five years of good results for both parties, the relationship was terminated, thus raising questions regarding on the actual gains shared by both partners from joint actions.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title>\n<jats:p>The research method is the longitudinal case study. The research question is: why would a contractual relationship of co-creation of value be terminated given the fact that it yielded good financial results for both parts over the course of five years? The main research techniques were structured interviews with relevant actors and documental analysis from both parts involved in the contract.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Findings<\/jats:title>\n<jats:p>Even valuable contracts can be terminated if the external scenario changes significantly: it matters very little the good job done together if the result became poor due to external reasons, as buyer\u2019s sales drop in the period. In the inner scenario, mistruth can arise if the buyer maintains parallel structures for performing similar tasks to those of the service provider, showing some kind of independence from the supplier.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title>\n<jats:p>The main limitation is that inherent to case studies: the lack of generalization.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title>\n<jats:p>When companies decide to contract regular long-term maintenance services, preventions to revenue reductions of the main activity the must be present, for the continuity of the contract.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title>\n<jats:p>To the date of this research, no similar study was found, regarding the influence of the external results in the internal relationships in co-creation value contracts.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/bpmj-09-2014-0090","type":"journal-article","created":{"date-parts":[[2017,7,17]],"date-time":"2017-07-17T07:24:33Z","timestamp":1500276273000},"page":"984-999","source":"Crossref","is-referenced-by-count":10,"title":["Value co-creation in maintenance services: case study in the mechanical industry"],"prefix":"10.1108","volume":"23","author":[{"given":"Eduardo Luiz","family":"Braun","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Giancarlo Medeiros","family":"Pereira","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Miguel Afonso","family":"Sellitto","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Miriam","family":"Borchardt","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2020120601094597500_ref001","volume-title":"Qualitative Data: An Introduction to Coding and Analysis","year":"2003"},{"issue":"4","key":"key2020120601094597500_ref201","doi-asserted-by":"crossref","first-page":"228","DOI":"10.1108\/08858620810865807","article-title":"Empirical study of relationship value in industrial services","volume":"23","year":"2008","journal-title":"Journal of Business & Industrial Marketing"},{"key":"key2020120601094597500_ref002","volume-title":"Reliability Modeling, Prediction, and Optimization","year":"2000"},{"issue":"1","key":"key2020120601094597500_ref003","doi-asserted-by":"crossref","first-page":"91","DOI":"10.1016\/j.intmar.2008.11.002","article-title":"Interactive services: a framework, synthesis and research directions","volume":"23","year":"2009","journal-title":"Journal of Interactive Marketing"},{"issue":"4","key":"key2020120601094597500_ref004","doi-asserted-by":"crossref","first-page":"419","DOI":"10.1111\/j.1467-6486.1995.tb00783.x","article-title":"Strategic networks among small firms: implications for strategy research methodology","volume":"32","year":"1995","journal-title":"Journal of Management Studies"},{"key":"key2020120601094597500_ref005","volume-title":"Social Research Methods","year":"2004"},{"issue":"1","key":"key2020120601094597500_ref006","first-page":"47","article-title":"Cost-sharing warranty policies for second-hand products","volume":"8","year":"2000","journal-title":"International Transactions in Operational Research"},{"issue":"2","key":"key2020120601094597500_ref007","doi-asserted-by":"crossref","first-page":"138","DOI":"10.1016\/j.indmarman.2006.04.008","article-title":"Introduction to the IMM special issue on \u2018project marketing and the marketing solutions\u2019, a comprehensive approach to project marketing and the marketing of solutions","volume":"36","year":"2007","journal-title":"Industrial Marketing Management"},{"issue":"3","key":"key2020120601094597500_ref008","doi-asserted-by":"crossref","first-page":"270","DOI":"10.1016\/j.indmarman.2007.07.005","article-title":"Marketing solutions in accordance with the SD logic: co-creating value with customer network actors","volume":"37","year":"2008","journal-title":"Industrial Marketing Management"},{"issue":"1","key":"key2020120601094597500_ref009","doi-asserted-by":"crossref","first-page":"25","DOI":"10.5465\/amj.2007.24160888","article-title":"Theory building from cases: opportunities and challenges","volume":"50","year":"2007","journal-title":"Academy of Management Journal"},{"issue":"4","key":"key2020120601094597500_ref010","doi-asserted-by":"crossref","first-page":"532","DOI":"10.5465\/amr.1989.4308385","article-title":"Building theories from case study research","volume":"14","year":"1989","journal-title":"Academy of Management Review"},{"issue":"2","key":"key2020120601094597500_ref011","first-page":"93","article-title":"The use of the case study method in logistics research","volume":"17","year":"1996","journal-title":"Journal of Business Logistics"},{"issue":"4","key":"key2020120601094597500_ref202","doi-asserted-by":"crossref","first-page":"746","DOI":"10.1007\/s10290-006-0091-7","article-title":"Services policy reform and economic growth in transition economies","volume":"142","year":"2006","journal-title":"Review of World Economics"},{"issue":"5","key":"key2020120601094597500_ref012","doi-asserted-by":"crossref","first-page":"103","DOI":"10.1509\/jmkg.73.5.103","article-title":"Testing the value of customization: when do customers really prefer products tailored to their preferences?","volume":"73","year":"2009","journal-title":"Journal of Marketing"},{"key":"key2020120601094597500_ref013","volume-title":"The Discovery of Grounded Theory: Strategies for Qualitative Research","year":"2006"},{"issue":"3","key":"key2020120601094597500_ref014","doi-asserted-by":"crossref","first-page":"317","DOI":"10.1177\/1470593106066794","article-title":"Adopting a service logic for marketing","volume":"6","year":"2006","journal-title":"Marketing Theory"},{"issue":"2","key":"key2020120601094597500_ref015","doi-asserted-by":"crossref","first-page":"240","DOI":"10.1016\/j.indmarman.2010.06.036","article-title":"A service perspective on business relationships: the value creation, interaction and marketing interface","volume":"40","year":"2011","journal-title":"Industrial Marketing Management"},{"issue":"4","key":"key2020120601094597500_ref016","doi-asserted-by":"crossref","first-page":"531","DOI":"10.1108\/09564231011066088","article-title":"A customer-dominant logic of service","volume":"21","year":"2010","journal-title":"Journal of Service Management"},{"issue":"3","key":"key2020120601094597500_ref017","doi-asserted-by":"crossref","first-page":"247","DOI":"10.1080\/15470620802059265","article-title":"How to become solution provider: system supplier\u2019s strategic tools","volume":"15","year":"2008","journal-title":"Journal of Business-to-Business Marketing"},{"issue":"4","key":"key2020120601094597500_ref018","doi-asserted-by":"crossref","first-page":"517","DOI":"10.1177\/0011000097254001","article-title":"A guide to conducting consensual qualitative research","volume":"25","year":"1997","journal-title":"Counseling Psychologist"},{"issue":"8","key":"key2020120601094597500_ref019","doi-asserted-by":"crossref","first-page":"651","DOI":"10.1016\/S0019-8501(00)00115-2","article-title":"Theory testing using case studies: a comment on Johnson Leach and Liu","volume":"30","year":"2001","journal-title":"Industrial Marketing Management"},{"issue":"3","key":"key2020120601094597500_ref020","doi-asserted-by":"crossref","first-page":"283","DOI":"10.1177\/1094670510375604","article-title":"Consumer cocreation in new product development","volume":"13","year":"2010","journal-title":"Journal of Service Research"},{"issue":"2","key":"key2020120601094597500_ref021","doi-asserted-by":"crossref","first-page":"156","DOI":"10.1108\/09564230910952753","article-title":"Development of industrial service offerings: a process framework","volume":"20","year":"2009","journal-title":"Journal of Service Management"},{"key":"key2020120601094597500_ref022","doi-asserted-by":"crossref","unstructured":"King, N. (2004), \u201cUsing interviews in qualitative research\u201d, in Cassell, C. and Symon, G. (Eds), Essential Guide to Qualitative Methods in Organizational Research, Sage, Thousand Oaks, CA, pp. 11-22.","DOI":"10.4135\/9781446280119.n2"},{"issue":"1","key":"key2020120601094597500_ref023","doi-asserted-by":"crossref","first-page":"4","DOI":"10.1111\/j.0737-6782.2004.00050.x","article-title":"Harnessing the creativity among users","volume":"21","year":"2004","journal-title":"Journal of Product Innovation Management"},{"issue":"4","key":"key2020120601094597500_ref024","doi-asserted-by":"crossref","first-page":"474","DOI":"10.1108\/09564230810891914","article-title":"Key strategies for the successful involvement of customers in the co-creation of new technology-based services","volume":"19","year":"2008","journal-title":"International Journal of Service Industry Management"},{"issue":"5","key":"key2020120601094597500_ref025","doi-asserted-by":"crossref","first-page":"499","DOI":"10.1002\/nav.10023","article-title":"Warranty reserves for non-stationary sales processes","volume":"49","year":"2002","journal-title":"Naval Research Logistics"},{"issue":"5","key":"key2020120601094597500_ref026","doi-asserted-by":"crossref","first-page":"310","DOI":"10.1108\/08858620410549938","article-title":"A conceptual framework for the development of a service delivery strategy for industrial systems and products","volume":"19","year":"2004","journal-title":"Journal of Business and Industrial Marketing"},{"issue":"4","key":"key2020120601094597500_ref027","doi-asserted-by":"crossref","first-page":"400","DOI":"10.1108\/09564230410552077","article-title":"Maintenance of machinery: negotiating service contracts in business-to-business marketing","volume":"15","year":"2004","journal-title":"International Journal of Service Industry Management"},{"issue":"7","key":"key2020120601094597500_ref028","doi-asserted-by":"crossref","first-page":"716","DOI":"10.1108\/01443579910271683","article-title":"Management of industrial maintenance: economic evaluation of maintenance policies","volume":"19","year":"1999","journal-title":"International Journal of Operations & Production Management"},{"issue":"3","key":"key2020120601094597500_ref029","doi-asserted-by":"crossref","first-page":"281","DOI":"10.1177\/1470593106066781","article-title":"Service-dominant logic: reactions, reflections and refinements","volume":"6","year":"2006","journal-title":"Marketing Theory"},{"issue":"1","key":"key2020120601094597500_ref030","doi-asserted-by":"crossref","first-page":"5","DOI":"10.1016\/j.jretai.2006.10.002","article-title":"Competing through service: insights from service-dominant logic","volume":"83","year":"2007","journal-title":"Journal of Retailing"},{"issue":"3","key":"key2020120601094597500_ref031","doi-asserted-by":"crossref","first-page":"239","DOI":"10.1016\/0272-6963(93)90002-7","article-title":"Conducting case study research in operations management","volume":"11","year":"1993","journal-title":"Journal of Operations Management"},{"issue":"4","key":"key2020120601094597500_ref032","first-page":"832","article-title":"Social capital production in a virtual P3 community","volume":"34","year":"2007","journal-title":"Journal of Consumer Research"},{"key":"key2020120601094597500_ref033","volume-title":"Qualitative Research Design: An Interactive Approach","year":"2006"},{"key":"key2020120601094597500_ref049","volume-title":"A Qualitative Data Analysis: An Expanded Sourcebook","year":"1994"},{"issue":"3","key":"key2020120601094597500_ref034","doi-asserted-by":"crossref","first-page":"170","DOI":"10.1108\/13552510110404486","article-title":"A framework for costing planned maintenance","volume":"7","year":"2001","journal-title":"Journal of Quality in Maintenance Engineering"},{"key":"key2020120601094597500_ref035","volume-title":"The Future of Competition","year":"2004"},{"key":"key2020120601094597500_ref036","volume-title":"Qualitative Interviewing: The Art of Hearing Data","year":"1995"},{"issue":"4","key":"key2020120601094597500_ref037","first-page":"513","article-title":"Relationship marketing and contract theory","volume":"33","year":"2004","journal-title":"Industrial Marketing Management"},{"issue":"3","key":"key2020120601094597500_ref038","doi-asserted-by":"crossref","first-page":"491","DOI":"10.1086\/209413","article-title":"Analysis and interpretation of qualitative data in consumer research","volume":"21","year":"1994","journal-title":"Journal of Consumer Research"},{"issue":"1","key":"key2020120601094597500_ref039","first-page":"1","article-title":"The purchasing of full-service contracts: an exploratory study within the industrial maintenance market","volume":"30","year":"2001","journal-title":"Industrial Marketing Management"},{"issue":"4","key":"key2020120601094597500_ref040","doi-asserted-by":"crossref","first-page":"315","DOI":"10.1016\/S0019-8501(01)00151-1","article-title":"Customer value in business markets: an agenda for inquiry","volume":"30","year":"2001","journal-title":"Industrial Marketing Management"},{"issue":"3","key":"key2020120601094597500_ref041","doi-asserted-by":"crossref","first-page":"253","DOI":"10.1177\/1094670510375599","article-title":"Customer engagement behavior: theoretical foundations and research directions","volume":"13","year":"2010","journal-title":"Journal of Service Research"},{"issue":"1","key":"key2020120601094597500_ref042","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1509\/jmkg.68.1.1.24036","article-title":"Evolving to a new dominant logic for marketing","volume":"68","year":"2004","journal-title":"Journal of Marketing"},{"issue":"1","key":"key2020120601094597500_ref043","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1007\/s11747-007-0069-6","article-title":"Service-dominant logic: continuing the evolution","volume":"36","year":"2008","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"3","key":"key2020120601094597500_ref044","doi-asserted-by":"crossref","first-page":"145","DOI":"10.1016\/j.emj.2008.04.003","article-title":"On value and value co-creation: a service systems and service logic perspective","volume":"26","year":"2008","journal-title":"European Management Journal"},{"issue":"2","key":"key2020120601094597500_ref045","first-page":"196","article-title":"Case research in operations management","volume":"20","year":"2002","journal-title":"International Journal of Operations & Production Management"},{"issue":"1","key":"key2020120601094597500_ref203","first-page":"60","article-title":"Erfolgreiches after sales service management: Durch einen strategie- und lebenszyklusorientierten Ansatz lassen sich Potenziale aussch\u00f6pfen (Successful after sales service management: through a strategic and life-cycle approach to exploit potentials)","volume":"23","year":"2007","journal-title":"Industrie Management"},{"key":"key2020120601094597500_ref046","volume-title":"Case Study Research: Design and Methods","year":"2003"},{"issue":"1","key":"key2020120601094597500_ref047","doi-asserted-by":"crossref","first-page":"5","DOI":"10.1147\/sj.471.0005","article-title":"Toward a conceptual foundation for service science: contributions from service-dominant logic","volume":"47","year":"2008","journal-title":"IBM Systems Journal"},{"key":"key2020120601094597500_ref048","volume-title":"Designing Qualitative Research","year":"1999"},{"issue":"8","key":"key2020120601094597500_ref050","doi-asserted-by":"crossref","first-page":"928","DOI":"10.1016\/j.jbusres.2011.04.005","article-title":"Investigating customer value in global business markets: commentary essay","volume":"64","year":"2011","journal-title":"Journal of Business Research"}],"container-title":["Business Process Management Journal"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/BPMJ-09-2014-0090\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/BPMJ-09-2014-0090\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T23:15:58Z","timestamp":1753398958000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/bpmj\/article\/23\/5\/984-999\/258606"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2017,9,4]]},"references-count":53,"journal-issue":{"issue":"5","published-print":{"date-parts":[[2017,9,4]]}},"alternative-id":["10.1108\/BPMJ-09-2014-0090"],"URL":"https:\/\/doi.org\/10.1108\/bpmj-09-2014-0090","relation":{},"ISSN":["1463-7154"],"issn-type":[{"value":"1463-7154","type":"print"}],"subject":[],"published":{"date-parts":[[2017,9,4]]}}}