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A Framework for Formulating After‐sales Support Strategy

Colin Armistead (Cranfield School of Management, UK)
Graham Clark (Cranfield School of Management, UK)

International Journal of Operations & Production Management

ISSN: 0144-3577

Article publication date: 1 March 1991

Abstract

For some time there have been models for considering manufacturing strategy which focus on the product but which essentially ignore dimensions of aftersales support. This article presents a framework for formulating and reviewing an after‐sales support strategy and links it to a manufacturing strategy model to produce a comprehensive strategy for customer satisfaction over the lifetime of a manufactured product.

Keywords

Citation

Armistead, C. and Clark, G. (1991), "A Framework for Formulating After‐sales Support Strategy", International Journal of Operations & Production Management, Vol. 11 No. 3, pp. 111-124. https://doi.org/10.1108/EUM0000000001269

Publisher

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MCB UP Ltd

Copyright © 1991, MCB UP Limited