Service Contracts Research Articles

Can social enterprises achieve resilience and at what price?

AbstractSocial enterprises (SEs) are claimed to be able to address “wicked social problems1” in various policy instruments and governance models. However, doubts have been raised about whether the hybrid nature results in fundamental challenges that could prevent SEs from becoming ideal and sustainable public service organizations. Drawing upon organizational resilience literature, this article reveals two trade‐offs between social and business service qualities when SEs seek long‐term solutions to the challenges in delivering public services. This article argues that SEs—employing different hybrid models, emphasizing social or business service quality—jointly can overcome the trade‐offs to deliver sustainable and accountable public services at the public service contract level and the individual user's level.

The association of family doctor contract service and patient trust in doctor: evidence from twenty-five village clinics of three counties in rural China

BackgroundChina is implementing the family doctor (FD) system to reform the primary healthcare (PHC). The family doctor contract service (FDCS) policy plays a crucial role in this system implementation, aiming to transform the doctor-patient relationship and enhance PHC quality. This study aims to investigate the impact of FDCS on the doctor-patient relationship in PHCs using field research methodology.MethodThe field research methodology was employed to address the research questions. Quantitative methods were utilized for data collection and analysis. A structure questionnaire was used to collect data based on the research questions. Our investigation encompassed twenty-five village clinics across three counties in China. A total of 574 subjects helped us to finish this investigation in the study. The collected data was analyzed using statistical analysis including ordinary least squares (OLS) model and propensity scores matching model (PSM) to estimate the relationship.ResultThe findings from ordinary least squares (OLS) regression revealed that FDCS had a positive influence on patient trust in doctors within PHCs, with patients who participated the FDCS exhibiting higher levels of trust compared to those who did not participate. Propensity score matching (PSM) analysis further confirmed these results by accounting for selection bias.ConclusionsThe implementation of family doctor contract service has brought about significant transformation in the doctor-patient relationship within rural Chinese PHCs. In essence, it has revolutionized the service model of doctor in PHC, playing a pivotal role in improving primary health quality and enhance the service capability of doctors in PHC. This transformative process has been crucial for carrying out hierarchical diagnosis and treatment policy, which aims to adjust the medical service structure and optimizing the health service system. Therefore, it is imperative for government authorities and health administration departments to ensure continuous support for this essential service through appropriate formulation.

Factors influencing contracting of residents with family doctors in China: a national cross-sectional survey

BackgroundFamily doctor contract services (FDCS) have been introduced in China in 2009 [1] and rapidly expanded recently. This study sought to investigate factors that influenced the willingness of Chinese residents to use FDCS.MethodsWe employed multistage stratified and convenience sampling to administer questionnaires to 1455 Beijing, Qinghai, and Fujian residents. The willingness of residents in each province to contract family doctors was analyzed using the chi-square test and binary logistic regression.ResultsThe analysis in this study found that the signing rate of family doctors in China was about 27.77%, with differences in the signing up levels in Beijing (13.68%), Fujian (64.49%) and Qinghai (11.22%). In addition, the binary logistic regression results emphasized the relative importance of age, education, medical preference and policy knowledge on the willingness to sign up. Distrust of family doctors’ medical skills (65.7%), not knowing how to contract (47.8%), and not knowing what medical problems can be solved (41.1%) were the top three reasons accounting for the reluctance of residents to contract with family doctors.ConclusionResidents from different backgrounds have different willingness to sign up, so the specific circumstances and needs of different groups should be taken into account. In order to increase the signing-up rate, consideration can be given to promoting the family doctor model in Fujian throughout the country. Individual hesitation can be eliminated by increasing the reimbursement rate of health insurance, reducing the out-of-pocket expenses of contracted patients, and providing incentives of certain discounts for consecutive contracted patients.

A spatial feature analysis of primary health care utilization in a large city in China and its implications for family doctor contract service policy

BackgroundFamily doctor contract policy is now run by the State Council as an important move to promote the hierarchical medical system. Whether the family doctor contract policy achieves the initial government’s goal should be measured further from the perspective of patient visits between hospitals and community health centers, which are regarded as grass medical agencies.MethodsThe spatial feature measurement method is applied with ArcGIS 10.2 software to analyze the spatial aggregation effect of patient visits to hospitals or community health centers among 20 districts of one large city in China and analyze the family doctor contract policy published in those areas to compare the influence of visit tendencies.ResultsFrom year 2016-2020, visits to hospitals were in the high-high cluster, and the density was spatially overflow, while there was no such tendency in visits to community health centers. The analysis of different family doctor contract policy implementation times in 20 districts reflects that the family doctor contract policy has a very limited effect on the promotion of the hierarchical medical system, and the innovation of the family doctor contract policy needs to be considered.ConclusionsA brief summary and potential implications.A multi-integrated medical system along with family doctor contract policy needs to be established, especially integrated in leadership and governance, financing, workforce, and service delivery between hospitals and community health centers, to promote the hierarchical medical system.

On the Importance of Service Parts When Taking Commonality and Reliability Decisions

Competitive Original Equipment Manufacturers (OEMs) do not only sell equipment, but also provide service contracts that ensure proper functioning and uptime of equipment after the sale. This makes OEMs responsible for a large part of an equipment’s life cycle. Therefore, OEMs aim to minimize the total life cycle costs of their equipment, in particular by commonality and reliability level decisions during the design phase. We consider these decisions for one component occurring in a family of systems. The commonality decision is about choosing a common component or dedicated components for the systems. The life cycle costs consist of design and production costs of all components, repair costs, inventory holding costs of service parts, and logistic downtime costs (i.e., downtime costs due to insufficient spare parts inventory). At many OEMs, the design department tends to exclude service parts considerations for the commonality and reliability level decisions. Excluding service parts leads to a simpler decision model, however, this may lead to non–optimal decisions. We compare two approaches for the commonality and reliability decisions: the anticipating approach, which includes inventory holding costs of service parts and logistic downtime costs, and the nonanticipating approach, which excludes these costs. Since the cost function under the anticipating approach is intractable, we first derive a cost function that approximates the actual costs via an asymptotic analysis. Next, we show that the anticipating approach selects the common component more frequently in comparison with the nonanticipating approach. For many problem instances, the nonanticipating approach leads to decisions that have a much higher overall cost than using the anticipating approach. The relative cost difference can become arbitrarily large when the family of systems consists of many systems. Funding: J. Driessen was funded by the Netherlands Organisation for Scientific Research [Grant 407-12-001].

Design and Pricing of Maintenance Service Contract Based on Nash Non-Cooperative Game Approach

Design and Pricing of Maintenance Service Contract Based on Nash Non-Cooperative Game Approach

Determining The Contract Service Strategy at Coal Terminal Maintenance to Address Contractor’s Inability to Maintain Availability of Fixed Plants in Supporting Shipments Activities at PTKPC a Case Study PTKPC, East Kutai, East Kalimantan, Indonesia

PTKPC, a coal producer, was facing challenges due to a permit transition in December 2021 from Coal Mining Contract of Work (PKP2B) to Special Mining Business License (IUPK). This change increases operational costs with added royalty rates, value-added tax, and profit-sharing obligations. To address this issue, the company decided to streamline contractors in each department in all business units, consolidating various tasks under one umbrella contract. The goal is to provide a big volume of work, potentially lowering rates and reducing PTKPC’s operational costs. However, relying on a single contractor for crucial operations, as seen in the Coal Terminal Maintenance Department (CTMD), introduces risks. The sole contract winner, PTPB, struggles to meet obligations since the contract’s initiation on December 1, 2021. The average contract fulfillment since commencement date is 86% of 100% desired target, disrupting fixed plant Coal Terminal maintenance activities. Physical availability is 93%, below the 94% target, increasing CTMD’s maintenance costs by $0.059 per ton. This research seeks to identify the root causes of PTPB’s inability to fulfill contractual duties and explore alternative solutions. and then from all the existing alternatives, what is the best alternative in responding to this condition. Utilizing primary and secondary data from PTPB’s monthly proforma invoices, contract scope, and CTMD’s monthly reports, the research employs methodologies like problem tree analysis and stakeholder analysis to unravel business complexities and identify root cause of the problems. Qualitative data collection methods, including focused group discussions (FGD) and semi-structured interviews, will be used to determine alternatives. These alternatives will be assessed using the Value-Focused Thinking (VFT) methodology. The Analytic Hierarchy Process (AHP) methodology, assisted by the AHP Super Decision application, will determine the best alternative: the “Implementation of Warnings and Penalties to PTPB”. Implementing this alternative demonstrates PTKPC’s commitment to stakeholders, ensuring contractor accountability without disrupting fixed plant maintenance. Penalty funds will support CTMD’s financial viability, funding additional resources for tasks beyond PTPB’s capacity. This strategy may be applied to other contracts within PTKPC.

Exploring Residents’ Healthcare Utilization under the Family Physician Contract Service System in China: Implications for Primary Healthcare

Chinese government promoted a family physician contract service system in order to establish a tiered healthcare system in June 2016, but there was little evidence to assess the policy performance. This study aimed to examine the association of family physician contract services with the healthcare utilization of community residents in urban China. A cross-sectional face-to-face survey was conducted from July to September, 2019, in four advanced and exemplary cities for family physician contract services in China. A multistage cluster random sampling method was adopted to recruit residents aged 18 and above, and a total of 1508 participants were included in this study. The count model and logit regression were adopted to examine the associations between family physician contract service and healthcare utilization, and the potential bias was addressed using the propensity score matching (PSM) method. There was an increase in number of monthly primary care visits and annual referrals for contracted residents compared to noncontracted residents. Participants who had contracted with a family physician were more likely to choose a primary healthcare facility after illness than those who had not. However, no significant change was found in the number of annual hospital admissions between contracted and noncontracted residents. Family physician contract services may effectively strengthen the use of primary care facilities by community residents and promote the formation of a tiered healthcare system in China.

School Certification Assessment Process: Implications to Quality Assurance in the Basic Education System

The school certification assessment process plays a crucial role in ensuring the quality of education provided by educational institutions. However, this process is not without its challenges. This study explores some of the key challenges faced during school certification assessments and discusses some implications for quality assurance in a developing country. A survey research design using quantitative and qualitative methods was conducted with 40 junior high school faculty, staff, and administrators from four selected Education Service Contracting (ESC)-participating schools in San Pablo City, Laguna, Philippines. An e-survey questionnaire was used online through Google Forms. Findings revealed that the recertification process presents significant challenges for ESC-participating schools, and some did not achieve the certified status because they did not meet the Department of Education (DepEd) minimum standards and Private Education Assistance Committee (PEAC) certification requirements. In addition, there is a lack of government support and incentives for the schools. The study recommended specific ways to address the issues encountered. By addressing these challenges, we can enhance the effectiveness and credibility of the certification process, ultimately leading to improved educational outcomes.

Enhancing Brand Loyalty: A Relationship Marketing Perspective within the Context of Contractual Services

Keeping customers loyal is extremely important in services contexts. The overall purpose of this study is to stress the importance of building brand relationships and enhancing brand loyalty in contractual service contexts through customer satisfaction and customer-brand identification perspectives. This study tested a conceptual model using a cross-sectional sampling design to collect the appropriate data. 101 customers of pay TV services participated in this research. Results reveal that both satisfaction and customer-brand identification have a positive effect on loyalty. Customer satisfaction mediates the linkage between the two cognitive constructs of perceived quality and perceived price and brand loyalty, accordingly. Further, emotional value has a moderating effect on the relationship between satisfaction and brand loyalty, while the indirect effect of both perceived quality and perceived price on brand loyalty via customer satisfaction is stronger when emotional value is high. The findings provide researchers with important theoretical implications as they render a deep and integrative understanding of different antecedents of brand attitudinal loyalty in contractual service markets and contractual service providers with strategic directions to increase customer loyalty. Limitations and suggestions for future research in this area are also discussed.

A medical insurance contract in the system of civil legal agreements of Ukraine

In this article the author investigates a scientific discussion concerning taking of contract of insurance on the whole and to the medical insurance contract in particular to the type of service contracts. Issues of systematization of civil law contracts are related to the need to define criteria for dividing contractual types into certain classification groups. It is set on the basis of analysis, that in the system of civil legal agreements a medical insurance contract is the subspecies of contracts of insurance as to the kind within the limits of type of service contracts. The feature of this type of contracts consists in that a grant of service is inseparable from activity of the person that renders services, id est the grant of insurance service is inseparably related to activity of insurer, and the useful effect of such activity shows up in the process of grant of service. A result of activity, that comes true by a person that renders services, is a basic difference between obligations about the grant of services and obligations from implementation of works. Pointing in the civil legislation of the name of that or other civil legal agreement or pointing of sphere of his action can not testify to his legal adjusting. A contract can be characterized as unnamed, if his concept, substantial terms, right and duties parties, is not certain the acts of civil legislation and others like that.
 It is marked that at a conclusion and performing а medical insurance contract, as an unnamed contract, generals are used about services, envisaged by Civil Code of Ukraine, special norms, set in Civil Code of Ukraine and Law of Ukraine “On the insurance”, generals of obligation right.

How customer knowledge management helps retain fitness club members: a mediating effect of relationship quality

PurposeThis study aims to develop a conceptual model to understand how customer knowledge management (CKM) affects fitness club membership renewal through the mediation of relationship quality.Design/methodology/approachData were collected outside of fitness clubs using a systematic sampling method. A total of 224 valid responses were collected. Structural equation modelling was used to evaluate the relationship between the constructs of the research model.FindingsThe results indicate that both knowledge from customers and knowledge for customers have a positive influence on customer satisfaction and customer trust. Among them, knowledge for customers has a stronger influence on customer satisfaction while knowledge from customers has a greater influence on customer trust. Additionally, three dimensions of relationship quality (customer satisfaction, customer trust and customer commitment) positively influence membership renewal intention with customer commitment exhibiting the greatest influence on it.Originality/valueThis study combines the theories of CKM and relationship quality management to explain why members will renew their service contracts. By using fitness clubs as an example, this research extends the authors' understanding of how knowledge from and for customers can influence customers' attitudes and behavioural intentions towards service companies.

Technological innovation from a system dynamics approach

Technological development and innovation models have evolved over time and in an increasingly globalized context. Their implementation results in the strengthening of competitiveness through the strategic development of human and technical capabilities. This research aims to design a model for the management of technological innovation with a system dynamics (SD) approach. The construction of the SD model is based on the analysis of the models found in the literature on the subject; the methodology applied includes the definition of the problem, the causal loop diagram, the flow diagram, the summary of the main equations, and the validation of the model. The main variables identified were capital available for investment in innovation, capital invested for high-level human resources training, human resources with high-level training, capital invested in innovation projects, innovation service contracts, profits from innovation service contracts, and initial capital for investment in innovation.

Service contract type and consumer choice behavior: the contributory roles of perceived value, brand reputation and consumer incentives

PurposeTo minimize customer churn, many service providers offer consumers the option of automatic contract renewal at the end of a contract period. Such agreements are known as rollover service contracts (RSCs). This research quantifies the effect of RSCs and other related factors, such as incentives, on consumers' service choice decisions.Design/methodology/approachThe study adopts choice-based conjoint analysis to assess the effect of RSCs on consumers' choices and to determine whether effect size varies when selecting a cell phone network or gym/leisure club provider, which represent lower-priced utilitarian and higher-priced hedonic services.FindingsIt was found that RSCs produce negative perceptions and intended behaviors for the majority of consumers across different product types. Nevertheless, as explained by social exchange theory, many individuals may be persuaded to enter into a RSC on the basis of reciprocity if they are offered an incentive such as a price discount or free product add-on.Originality/valueIn the marketing domain, this is the first comprehensive study to quantify the role of contract type among a range of other factors in consumers' decision-making when selecting a service. The authors' results offer context-specific implications for service marketers. First, RSCs are perceived more negatively in high-priced hedonistic categories, especially among those with lower incomes. Second, price discounts are more effective than product add-ons for motivating hedonic purchases, while product add-ons work better with utilitarian services.

Concerning the Obligation of the Service Provider under the Service Contract. Case Comment to the Judgment of the Chamber for Economic Disputes of the SC RF No. 305-ЭС23-18507, 13 February 2024

Concerning the Obligation of the Service Provider under the Service Contract. Case Comment to the Judgment of the Chamber for Economic Disputes of the SC RF No. 305-ЭС23-18507, 13 February 2024

Comparison of the Process of Public Tender and Direct Award in Rail Passenger Transport in Slovakia

European member states have been opening to competition in passenger rail transport in recent years, while others are still on the road to liberalization. The European Commission has decided to address the significant decline in rail transport performance through its competitiveness and sustainable development policy. The most important can be considered the removal of barriers, harmonization, and harmonization of standards. Finally, it is a process of liberalization, the aim of which is to ensure non-discriminatory access to the railway network for other carriers (national and private) from any member state, as well as to make the functioning of the existing monopoly more accessible. railway companies more efficiently. The article is focused on a comparison of the form of concluding contracts for transport performance in the public interest in railway passenger transport in the Slovak Republic. The article describes the process of concluding contracts for transport services in the public interest in the form of direct assignment and in the form of a public tender. The comparison of the public tender process and direct submission is applied for the line Bratislava - Dunajská Streda - Komárno. The requirements of direct awarding and public tendering are compared, as well as their advantages and disadvantages, as well as the criteria for evaluating bids in public tendering or in the case of direct awarding. Four indicators that influence this process are also compared.

Analysis of service quality in engineering design department through SERVQUAL framework

This paper aimed to explore the application of SERVQUAL in assessing the performance of in-house detailed engineering design in an engineering management firm. The goal is to evaluate service quality and identify gaps between customer expectations and perceptions across the five service quality dimensions. Results show that customers are dissatisfied with the department's service quality, and negative gaps exist across all 22 questions. Improvements in reliability, assurance, and responsiveness are recommended to enhance customer satisfaction. The study demonstrates a strong correlation between service quality dimensions and contract retention, highlighting the importance of improving service quality for long-term business success.

Primary health care team faultlines and team performance: the mediating role of knowledge sharing.

Family doctor teams, serving as health gatekeepers, are extensively advocated in China. Their composition, comprising a heterogeneous mix of professionals, contributes to a more comprehensive service, but also poses challenges. Consequently, scholarly interest has arisen in comprehending how these compositions, known as faultlines, influence team dynamics and outcomes. However, there is a lack of comprehensive exploration into how faultlines influence team members' communication processes and knowledge sharing. This study aims to provide insights into the associations between faultlines in primary care teams and team performance, specifically exploring how knowledge sharing may mediate these effects, with the goal of revealing key insights to optimize contracted family doctor services. Survey data from 291 family doctor teams in China was utilized to test hypotheses, revealing a negative association between (social-category and information-based) faultlines and knowledge sharing. Team knowledge sharing acts as a mediator in the relationship between these faultlines and team performance. Our findings advance faultlines theory and emphasize the mediating role of knowledge sharing in elucidating the interplay between faultlines and team performance. These insights are crucial for fostering collaboration, managing faultlines, and enhancing healthcare team performance.

Measurement Claim Reserving Insurance Contract in Accordance with IFRS 17 using Stochastic State Space Model

International Financial Reporting Standard 17 (IFRS 17) is a global accounting standard developed by the International Accounting Standards Board (IASB). It guides the accounting treatment of insurance contracts in financial statements. In IFRS 17, claim reserving is vital for measuring insurance contracts and determining the Contractual Service Margin (CSM). The claim reserving process involves estimating expected claim payouts over the contract’s duration. These estimates are crucial for calculating the liability for incurred claims and determining the CSM, representing unearned profit. Claim data is treated as ordered data by sorting the run-off triangle row-wise, resulting univariate time series with missing values. The state space model provides a framework for modeling time series, assuming system development over time. By taking the log of claim data so that the data is normally distributed, the lognormal state space model, along with Kalman recursion algorithms, can be applied for Incurred but Not Reported (IBNR) projections. The lognormal state space model’s IBNR reserve estimate is more precise and sufficient to compensate loss than the chain ladder method. Furthermore, the performance of the lognormal state space model outperforms the chain ladder method by means of model validation using RMSE, MAE, RSE, and R2.

ЕКОНОМІЧНІ ІНСТРУМЕНТИ СТИМУЛЮВАННЯ РОЗВИТКУ ВІДНОВЛЮВАЛЬНОЇ ЕНЕРГЕТИКИ ТА ПІДВИЩЕННЯ ЕНЕРГОЕФЕКТИВНОСТІ В ЄС

The study highlights the pivotal role of tax discounts and financial incentives, alongside support from grants and subsidies, in fostering renewable energy advancements and enhancing energy conservation within the European Union. Instruments for market oversight, including eco-certifications and carbon emission quotas, along with premium rates for green energy, are key to securing investments and project profitability. Levies aimed at environmental preservation push for a shift away from fossil fuels, and the creation of marketplaces for green energy, coupled with the deployment of modern digital solutions and intelligent networks, bolster the production and delivery efficiency of such energy. In the realm of renewable energy application, particularly regarding heating and cooling, Sweden, Estonia, Latvia, Finland, Lithuania, and Denmark stand out as pioneers. Trans-European Energy Networks (TEN-E) play a critical role in enhancing the energy efficiency of the European Union. The integration of TEN-E with renewable energy sources, such as wind and solar, facilitates the transition from fossil fuels to cleaner and more efficient forms of energy. The EU promotes the use of energy service contracts, where energy service companies invest in energy efficiency measures at client sites and receive payment from the energy savings. Tax policies aimed at fostering energy efficiency and the adoption of eco-friendly technologies vary widely across the European Union, reflecting the diverse fiscal strategies of its member states. Nonetheless, several common forms of tax incentives have emerged as popular tools for promoting such initiatives. These include: Providing tax deductions for implementing energy-saving upgrades, Applying lower VAT rates to products and services that conserve energy, offering tax relief or reduced tariffs for the consumption of renewable energy, granting tax advantages to businesses that invest in making their operations more energy-efficient, encouraging the acquisition and use of vehicles and transportation modes that are more energy efficient through tax benefits.