Search results

1 – 10 of over 4000
Article
Publication date: 15 November 2018

Miao Sun, Ye Tian, Yufei Yan and Yi Liao

This paper aims to study the mixed after-sales service which simultaneously offers return and replacement services. The authors develop a model to propose what kind of after-sales

680

Abstract

Purpose

This paper aims to study the mixed after-sales service which simultaneously offers return and replacement services. The authors develop a model to propose what kind of after-sales service the firm should choose and how to make the after-sales service policy to improve the profit. The study aims to extend the literature on the mixed after-sales service and give some support to the managers to make decisions.

Design/methodology/approach

In this paper, the authors use the optimization modeling method to describe the situations of a firm offering two exclusive after-sales service policies and a mixed after-sales service policy, respectively. They compare the results in different cases and analyze the impact of different parameters on the boundary values and other results. Finally, the authors include three numerical examples to illustrate the major results.

Findings

The authors find that the mixed after-sales service can successfully segment the market, meet various customers’ distinct needs and differentiate the service prices to improve the total profit. Moreover, the authors find the boundary values which indicate the optimal interval for each service. Then, for a certain situation, they can clearly tell which after-sales service dominates and provides the optimal selling price, order quantity and total profit. Besides, the authors show the impact of different parameters on the boundary values and other results.

Originality/value

This paper combines after-sales service into traditional models and provides a new mixed service to segment the market and improve total revenue. It provides some managerial implications for the decision-makers.

Details

Nankai Business Review International, vol. 10 no. 2
Type: Research Article
ISSN: 2040-8749

Keywords

Article
Publication date: 1 April 2006

N. Saccani, L. Songini and P. Gaiardelli

To analyse the role of after‐sales services in manufacturing contexts, and the related after‐sales performance measurement systems.

6326

Abstract

Purpose

To analyse the role of after‐sales services in manufacturing contexts, and the related after‐sales performance measurement systems.

Design/methodology/approach

An exploratory case study research was performed in the automotive, household appliance, IT and consumer electronics industries. The sample is made up of 48 firms with after‐sales operations in Italy.

Findings

The role attributed to after‐sales activities in the IT and consumer electronics and household appliance industries shows an orientation to improve company image, customer satisfaction and retention (marketing focus). A different situation characterises the companies studied in the automotive industry. In most firms, however, measurement systems are quite simple and short‐term oriented, especially in the IT and consumer electronics and household appliance industries. The measurement of non‐financial performance emphasises effectiveness rather than efficiency, and the automotive industry, on the whole, presents more advanced measurement systems, together with more integrated strategic management of after‐sales. The household appliance industry, on the other hand, due to the significant presence of SMEs, is characterised by less sophisticated performance measurement systems.

Originality/value

Provides a representation of current empirical practices in after‐sales role and performance measurement, a topic insufficiently covered by conceptual and empirical research.

Details

International Journal of Productivity and Performance Management, vol. 55 no. 3/4
Type: Research Article
ISSN: 1741-0401

Keywords

Article
Publication date: 20 June 2016

Gholamreza Tavakoli, Majid Feyz Arefi, Omid Heidari and Masoumeh Mirjafari

This study aims to identify the key activities after sales and the intended criteria by the customers, considering their expected services after the product purchase process.

1016

Abstract

Purpose

This study aims to identify the key activities after sales and the intended criteria by the customers, considering their expected services after the product purchase process.

Design/methodology/approach

This study is a qualitative approach, and the co-creation logic and the Delphi technique were used in two rounds to design and validate the proposed model. To achieve this study’s aims, extensive literature, interviews, interaction and exploratory meetings were reviewed with manufacturers and consumers, and then the dimensions of the proposed model were regulated, corrected and validated in the two-round Delphi technique. The final model is presented after establishing the model in the test pilots and getting feedback from industry experts. To present a conceptual model, the enabler’s logic and the underlying results in the European Foundation for Quality Management (EFQM) Excellence Model were used.

Findings

The findings of this study include the identification of dimensions for the after-sales services model and the designing of a conceptual model in both sections of enablers and results. The enabler section of the proposed model includes seven dimensions, three main sectors and four support sections.

Practical implications

This model can be used to design, deploy or improve after-sales services system in manufacturing companies.

Originality/value

For the first time in an innovative procedure, the approach of value co-creation was used to design one of the organizational systems (after-sale services system). On the other hand, the conceptual pattern was proposed inspired by the EFQM Excellence Model, to create the necessary proportionality between the enabler and results sections.

Details

International Journal of Quality and Service Sciences, vol. 8 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 26 June 2007

Sergio Cavalieri, Paolo Gaiardelli and Stefano Ierace

The purpose of the paper is to overcome the limitations of the current models available in the literature in terms of relation and consistency between business strategy, service

4725

Abstract

Purpose

The purpose of the paper is to overcome the limitations of the current models available in the literature in terms of relation and consistency between business strategy, service chain configuration and performance measurement systems, and on the alignment between strategic, tactical and operational levels of after‐sales decision‐making processes.

Design/methodology/approach

The paper draws on a literature review of after‐sales performance measurement systems and provides a first validation of the proposed integrated model through industrial case studies related to the provision of durable consumer goods in a business to consumer scenario.

Findings

The paper aims to contribute to a better understanding of the factors which influence the performance of after‐sales, in order to allow enterprises to consistently design their corporate after‐sales service strategic performances with those required at operational levels within a service chain.

Research limitations/implications

Further development must be carried out in order to: enlarge the sample of companies and cases where the model can be applied, with a specific extension on a business‐to‐business industry; extend the model to the whole supply and service chain; enrich the framework in order to consider other aspects, as empathy; and develop a full integration with the SCOR model, including the definition of best practices.

Originality/value

The integration of the strategic and operational views subsumed by the framework would allow enterprises in relating more consistently their corporate After‐sales strategic and operational performance within a service chain and to assess the cause and effect relationship between operational drivers and financial and competitive results.

Details

International Journal of Productivity and Performance Management, vol. 56 no. 5/6
Type: Research Article
ISSN: 1741-0401

Keywords

Article
Publication date: 1 December 1996

Olajide Omotuyi Ehinlanwo and Mohamed Zairi

This is the second part of a study which looks at car after‐sales service in Germany. The study is based on a benchmarking project which included four key players, Fiat AG, Nissan…

5569

Abstract

This is the second part of a study which looks at car after‐sales service in Germany. The study is based on a benchmarking project which included four key players, Fiat AG, Nissan Deutschland, Toyota GmbH and Ford Werke AG. Examines the effectiveness of policies of after‐sales service as adopted by Toyota GmbH and Ford Werke AG. The criteria used covered product policies, distribution, promotion service, price and environmental issues. The effectiveness of each applied set of policies was measured by examining financial results and by asking the participants themselves to establish their ranking using all the above criteria. Concludes with proposed improvements to car after‐sales service, based on best practice.

Details

Business Process Re-engineering & Management Journal, vol. 2 no. 3
Type: Research Article
ISSN: 1355-2503

Keywords

Article
Publication date: 1 August 1996

Olajide Omotuyi Ehinlanwo and Mohamed Zairi

Reports on a study on the concept of car after‐sales service as applied in Germany. The study was undertaken by benchmarking four key players: Fiat AG, Nissan Deutchland, Toyota…

6132

Abstract

Reports on a study on the concept of car after‐sales service as applied in Germany. The study was undertaken by benchmarking four key players: Fiat AG, Nissan Deutchland, Toyota GmbH, and Ford Werk AG. Describes the factors responsible for the growing importance of the after‐sales sector in automobile marketing.

Details

Business Process Re-engineering & Management Journal, vol. 2 no. 2
Type: Research Article
ISSN: 1355-2503

Keywords

Article
Publication date: 9 April 2010

Rajasekhara Mouly Potluri and Hailemichael W. Hawariat

The primary purpose of this paper is to assess and review fixed‐line telecom customers' perception of the quality of after‐sales services provided by Ethiopian Telecom.

2217

Abstract

Purpose

The primary purpose of this paper is to assess and review fixed‐line telecom customers' perception of the quality of after‐sales services provided by Ethiopian Telecom.

Design/methodology/approach

The paper was conducted on telecom customers who are in Addis Ababa using self‐administered questionnaires sent to a sample of 450 respondents. In addition to this, interviews were conducted with managers and selected employees to provide supporting data. The data were processed, analyzed and interpreted using Statistical Package for the Social Sciences.

Findings

The results show some degree of customer dissatisfaction, but not to the extent expected. Dissatisfied customers point at lack of clarities of bills and delays in making decisions on complaints as some of the main reasons for their dissatisfactions. Other reasons include telephone interruptions during rainy seasons, old cables and networks, and damaged and stolen cables, which combined, increase the frequency of faults and interruptions. Nearly 40 percent of respondents have negative assessments of the role of employees in delivering good quality after‐sales service.

Practical implications

Despite the fact that some improvements have been shown in recent reports, Ethiopian Telecom has a long way to go in achieving its objectives with respect to customers' satisfaction.

Originality/value

Previous studies on telecommunication in Africa have not focused on service delivery and customer satisfaction. The paper, therefore, contributes to filling a research gap in telecommunication studies in Africa in general and in Ethiopia in particular.

Details

African Journal of Economic and Management Studies, vol. 1 no. 1
Type: Research Article
ISSN: 2040-0705

Keywords

Article
Publication date: 5 September 2008

Irini D. Rigopoulou, Ioannis E. Chaniotakis, Constantine Lymperopoulos and George I. Siomkos

The purpose of this paper is to investigate the effect of after‐sales services on customers' satisfaction as well as on their behavioural intentions, namely “repurchase intention”…

7472

Abstract

Purpose

The purpose of this paper is to investigate the effect of after‐sales services on customers' satisfaction as well as on their behavioural intentions, namely “repurchase intention” and “word‐of‐mouth” (WOM).

Design/methodology/approach

The research conducted followed a quantitative methodology. The selected research tool was a questionnaire, which was administered via phone interviews using the CATI process. The study conducted was targeted to customers of a large retail chain marketing electrical appliances in Greece and 420 usable responses were utilised. A path analysis was performed using the “Amos 4.0” software.

Findings

After‐sales service quality affect satisfaction, which in turn affects behavioural intentions. Hence, after‐sales services affect the overall offering and thus, the quality of the relationship with customers.

Research limitations/implications

Limitations are related to the use of only two after‐sales services and the restricted geographical area of the field research.

Practical implications

An understanding of the effect of after‐sales services in satisfaction and post behavioural intentions is important to services marketing managers because it allows them to differentiate their offering substantially in a way that strengths the relationship with their clientele in the short, as well as in the long, run.

Originality/value

The paper manages to identify the effects of after‐sales service on satisfaction and behavioural intentions, especially in a dynamic retail sector where customers are highly involved. This study contributes to the body of academic knowledge by shedding more light into the role of after‐sales services to the overall offering provided.

Details

Managing Service Quality: An International Journal, vol. 18 no. 5
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 5 April 2021

Mohit Goswami, Yash Daultani and Atul Tripathi

Optimization of resources related to man, money, manpower and those related to organization is critical in context of after-sales supply chains. Many times, organizational…

Abstract

Purpose

Optimization of resources related to man, money, manpower and those related to organization is critical in context of after-sales supply chains. Many times, organizational objectives in terms of resource optimization and providing superior customer experience might be conflicting, however.

Design/methodology/approach

One such instance is when customers expect near 100% service level in which case the organizational costs to meet such high service level goes up significantly. To this end, in this research a novel bi-objective optimization model has been evolved for a typical after-sales service supply chain network constituted of the manufacturer, the retailer and the customer. The first objective function pertains to maximization of the manufacturer's and the retailer's profit. The second objective function is related to the minimization of tardiness of order fulfilment (by the retailer) for the customer.

Findings

Employing a small problem instance, the authors generate a number of findings related to service level and information asymmetry. In particular, the authors observe that achieving best possible manufacturer-retailer profit and at the same time 100% service level is a mathematical impossibility. Furthermore, reducing information asymmetry between the customer and the retailer (as opposed to reducing information asymmetry between the retailer and the manufacturer) actually yields higher profits for the manufacturer-retailer pair.

Originality/value

This research describes the mathematical structure of a three-tier after-sales supply chain wherein information quality and service level requirements are key constraints. Furthermore, the study evolves the bi-objective optimization model as a formulation that can drive the operational decisions of manufacturers and retailers who are part of such after-sales service supply chains.

Details

International Journal of Quality & Reliability Management, vol. 39 no. 2
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 1 January 2008

Heiko Gebauer, Carlos Bravo‐Sanchez and Elgar Fleisch

The purpose of this paper is to emphasize how different service strategies are properly aligned with the external environment, and how organizational factors lead to a specific…

4795

Abstract

Purpose

The purpose of this paper is to emphasize how different service strategies are properly aligned with the external environment, and how organizational factors lead to a specific level of service‐related performance outcomes.

Design/methodology/approach

A multicase research design on Western‐European firms is used as the research methodology. This study answers the following three strategic questions: what typical service strategies exist that enable firms to move from products to services?; what is the appropriate alignment of the service strategies with the external environment and organizational design?; and what performance level can be achieved through the service strategies?

Findings

After‐sales service providers are faced with a high competitive intensity and their customers invest in low‐priced products. Customer support providers' market consists of customers who are looking for outstanding product quality. Development partners' customers expect specific solutions for the operating processes.

Research limitations/implications

The study focuses only on manufacturing companies in business‐to‐business markets. The findings are limited to this sector.

Practical implications

The paper assists managers in concentrating on the right triggers for implementing the service strategy.

Originality/value

Both scholars and managers tend to be somewhat vague in suggesting strategies to move along the transition line from products to services. This study identifies specific service strategies that enable manufacturing firms to shift their position on the transition line.

Details

Business Strategy Series, vol. 9 no. 1
Type: Research Article
ISSN: 1751-5637

Keywords

1 – 10 of over 4000