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Quality Level Agreements
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Die Qualitt von integrativen Leistungserstellungsprozessen im Business-to-Business-Bereich wird in besonderer Weise auch durch die Mitwirkung des Kundenunternehmens bestimmt. Hieraus ergibt sich fr den Anbieter ein hohes Ma an Unsicherheit hinsichtlich der Qualitt der Kundenintegration. Michael Klinkers analysiert die Eignung spezieller vertraglicher Vereinbarungen, sogenannter Quality Level Agreements, zur Reduzierung dieser Qualittsunsicherheit des Anbieters. Auf der Basis institutionenkonomischer Theorieanstze und empirisch fundierter Einzelfallstudien erarbeitet der Autor ein Erklrungsmodell, das zur Charakterisierung von Quality Level Agreements dient und eine Erklrung ihrer Inhalte und Funktionen in Bezug auf das Qualittsunsicherheitsproblem des Anbieters liefert.
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