Relationship between Intangible Capital, Knowledge and Maintenance Performance in a PSS Network: An Empirical Investigation

Abstract

Maintenance serves as the major engineering service in the PSS delivery model, it has a key role in delivering performance driven solutions. Leveraging the strengths of a dynamic PSS network for maintenance performance has become essential to satisfy rapidly changing customer demands and to remain competitive. Firms are therefore aiming to further their maintenance competence, which we define as the ability of the PSS networks to improve products and services, based on the processes and relationships established with PSS partners and customers. The purpose of this research is therefore to provide insight into how intangible capital among PSS network partners can be effectively utilized for maintenance performance. This study examines how intangible capital and knowledge further the development of maintenance competence within the context of a PSS network. A theoretical model is verifiedthroughstructural equation modeling utilizing survey data collected from a PSS network, which consists ofa large agricultural machine manufacturer, three providers for intelligent terminal instruments and 1000 small- and medium-sized service stations and distributors in the manufacturing industry. The results indicated that human capital and organizational capital are positively related to knowledge type development, which in turn has a positive effect on maintenance performance in PSS networks. This study contributes to the theoretical development of a conceptual model by examining the mediating role of explicit knowledge and tacit knowledge in the relation human capital and organizational capital with maintenance performance. Conclusively, an outlook for further research is given.