Model for the Overall Evaluation of Management and Maintenance Contracts (by Lorenzo Fedele and Massimo Concetti)



The investigation conducted on the state of the art was performed through analysis of the most important instruments available in the literature and practice for the measurement of quality in services, especially focused on the extension of these approaches to the management of quality in the field of maintenance services. This also referred in particular to cases where these services are entrusted to third parties through global service contracts.


Customer Satisfaction Service Level Agreement Preventive Maintenance Maintenance Strategy Condition Maintenance 

Copyright information

©  Springer-Verlag London Limited 2011

Authors and Affiliations

  1. 1.Dipto. Ingegneria Meccanica e AerospazialeUniversità di Roma SapienzaRomeItaly

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