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A conceptual framework for the development of a service delivery strategy for industrial systems and products

Rajesh Kumar (Research Engineer in the Division of Operation and Maintenance Engineering, Luleå University of Technology, Luleå, Sweden)
Uday Kumar (Professor, in the Division of Operation and Maintenance Engineering, Luleå University of Technology, Luleå, Sweden)

Journal of Business & Industrial Marketing

ISSN: 0885-8624

Article publication date: 1 August 2004

Abstract

Service and product support are increasingly critical elements in the achievement of customer satisfaction and winning new markets. The success of a product support strategy depends on how effectively these services are delivered. The focus of this paper is on performance enhancement through the use of service delivery strategies; critical factors in the marketing of product support and service‐related contracts that, in turn, foster customer satisfaction, based on industrial systems in a multinational environment. Considered in the framework are product design characteristics such as reliability, maintainability, customer's organizational culture and geographical location, for functional as well as conventional products. The paper advocates an increased focus on support to customers within the framework, introduces a modified service gap model and suggests an approach that reduces any gap between expected and required services. An evaluation of service delivery performance is emphasized.

Keywords

Citation

Kumar, R. and Kumar, U. (2004), "A conceptual framework for the development of a service delivery strategy for industrial systems and products", Journal of Business & Industrial Marketing, Vol. 19 No. 5, pp. 310-319. https://doi.org/10.1108/08858620410549938

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited