Service-dominant logic and performance-based contracting: A systems thinking perspective

This paper extends recent theoretical advances by merging service-dominant logic (S-D logic) and performance-based contracting (PBC). S-D logic is a conceptual frame of reference that defines supply chain knowledge and skill as its fundamental building blocks of strategic benefit. Cocreation of value between actors and beneficiaries is central to S-D logic and is measured through performance outcomes. PBC is a transformational departure from traditional supply chain strategies that focuses on delivering performance instead of goods and services. PBC has found increasing use in large-scale complex systems where the postproduction costs exceed the production cost, such as defense, transportation, and healthcare. These systems are commonly called sustainment-dominated systems (SDSs). We use systems theory and the Boardman Soft Systems Methodology to develop a systemigram that corresponds to the 11 foundational premises of S-D logic in the context of PBC. We also verify the use of the systemigram as an instrument to instantiate systems thinking and move S-D logic from an abstract framework to a more actionable framework. This paper provides managers and researchers a systematic insight into how investment into knowledge, skills, and the cocreation of value can drive improved SDS life-cycle affordability in the context of PBC.