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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

790

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

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