RESPUESTA A EMERGENCIAS

Defining KBS and these measures of perceived service quality for B2G KBS improves perceived value and customer choice thereby mitigating the risks inherent in agency theory. For the Department of Defense, and Air Force in particular, KBS accounts for the highest percentage of budget spent on services (over 23% of $155.3B) (DPAP, 2017). Enhancing the choice process for these KBS customers will yield enormous benefits to the public and private sectors and move

the acquisition process towards a more service dominant logic for service portfolio management and decision-making. This paper offers an efficient and psychometrically sound measure for perceived quality in B2G and potentially B2B KBS that can meet agencies’ and organization’s goals for rapid, transparent and value-added acquisition decisions. This research shows great promise for expanding the body of knowledge for services marketing as well as for direct application in the field of acquisition.

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CHAPTER 2: UNCOVERING VALUE IN BUSINESS-TO-GOVERNMENT SERVICE