After‐sales service ‐ necessary evil or strategic opportunity?

Abstract

In response to questions about how to provide the correct level of after sales service in the face of shifting customer needs and expectations, SLC Consultants, Inc. has developed an after‐sales service framework, which examines the costs customers absorb when their equipment fails. Describes a framework which helps manufacturers identify the most cost‐effective service strategies for different customer segments, and determine how these strategies should influence equipment design. Suggests that the framework can also be used to predict how product and service strategies must change in response to new technologies and evolving customer needs.

Citation

Lele, M.M. (1997), "After‐sales service ‐ necessary evil or strategic opportunity?", Managing Service Quality: An International Journal, Vol. 7 No. 3, pp. 141-145. https://doi.org/10.1108/09604529710166914