A Framework for Formulating After‐sales Support Strategy

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.

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