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dc.contributor.advisorHawkins, Timothy
dc.contributor.advisorHildebrandt, Gregory
dc.contributor.authorMuir, William A.
dc.date2010-12
dc.date.accessioned2012-10-03T20:32:55Z
dc.date.available2012-10-03T20:32:55Z
dc.identifier.urihttp://hdl.handle.net/10945/13825
dc.descriptionApproved for public release; distribution is unlimiteden_US
dc.description.abstractThe need for reform in the Department of Defenseâ 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 as the complexities and unique nature of services render the definition of requirements and the specification and measurement of contractor performance to be 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 Forceâ s acquisition of business-to-business services. Data were collected by surveying a sample of contract administrators assigned to services acquisitions. The results of statistical analysis suggest that requirement definition sufficiency and governmentâ contractor communication strongly affect the contract outcomes of service quality and regulatory and statutory compliance. A non-positive relationship is 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 DoDâ 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.en_US
dc.description.urihttp://archive.org/details/determinantsofse1094513825
dc.language.isoen_US
dc.publisherMonterey, California: Naval Postgraduate Schoolen_US
dc.rightsThis publication is a work of the U.S. Government as defined in Title 17, United States Code, Section 101. As such, it is in the public domain, and under the provisions of Title 17, United States Code, Section 105, may not be copyrighted.en_US
dc.titleDeterminants of Services Sourcing Performanceen_US
dc.typeThesisen_US
dc.contributor.departmentBusiness & Public Policy (GSBPP)
dc.subject.authorContract Administrationen_US
dc.subject.authorServices Acquisitionen_US
dc.subject.authorService Qualityen_US
dc.subject.authorStructural Equation Modelingen_US
dc.subject.authorFactor Analysisen_US
dc.subject.authorComplianceen_US
dc.subject.authorRelational Exchangeen_US
dc.subject.authorResource-Based Viewen_US
dc.subject.authorCompetence-Based Viewen_US
dc.subject.authorCommunicationen_US
dc.subject.authorTurnoveren_US
dc.subject.authorRequirements Definitionen_US
dc.subject.authorProcurement Lead-Timeen_US
dc.subject.authorBuyer Experienceen_US
dc.description.recognitionOutstanding Thesisen_US
dc.description.serviceUS Air Force (USAF) authoren_US
etd.thesisdegree.nameMaster of Business Administrationen_US
etd.thesisdegree.levelMastersen_US


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