It has been suggested that though many companies realize the importance of providing after-sales services, most do not fully under-stand the maximum benefit from such offerings. Though several re-search papers document an approach for the implementation of a ser-vice operations strategy, a practical guide for the development of after-sales services is lacking in the current literature. Therefore, in this paper, we apply existing theory and use practical insights in order to propose a methodology for the development of after-sales services. Based on portfolio management theory, our methodology can be used by prac-titioners in order to exploit the untapped potential of providing such of-ferings, with the aim to generate greater profits and a higher level of customer service.

(2013). The “Servitization” of manufacturing: a methodology for the development of after-sales services [conference presentation - intervento a convegno]. Retrieved from http://hdl.handle.net/10446/28606

The “Servitization” of manufacturing: a methodology for the development of after-sales services

RESTA, Barbara;GAIARDELLI, Paolo
2013-01-01

Abstract

It has been suggested that though many companies realize the importance of providing after-sales services, most do not fully under-stand the maximum benefit from such offerings. Though several re-search papers document an approach for the implementation of a ser-vice operations strategy, a practical guide for the development of after-sales services is lacking in the current literature. Therefore, in this paper, we apply existing theory and use practical insights in order to propose a methodology for the development of after-sales services. Based on portfolio management theory, our methodology can be used by prac-titioners in order to exploit the untapped potential of providing such of-ferings, with the aim to generate greater profits and a higher level of customer service.
paolo.gaiardelli@unibg.it
2013
Inglese
Advances in Production Management Systems. Competitive Manufacturing for Innovative Products and Services, IFIP WG 5.7 International Conference, APMS 2012, Rhodes, Greece, September 24-26, 2012, Revised Selected Papers, Part II
Emmanouilidis, Christos; Taisch, Marco; Kiritsis, Dimitris;
978-3-642-40361-3
398
337
344
cartaceo
online
file su supporto
Germany
Berlin
Springer
IFIP WG 5.7 International Conference on Advances in Production Management Systems, APMS 2012; Rhodes; Greece; 24 September 2012 through 26 September 2012
Rhodes (Greece)
24-26 September 2012
internazionale
contributo
Settore ING-IND/17 - Impianti Industriali Meccanici
After-sales service; Product-Service system (PSS); action research; portfolio management;
info:eu-repo/semantics/conferenceObject
4
Powell, Daryl; Bakas, Ottar; Resta, Barbara; Gaiardelli, Paolo
1.4 Contributi in atti di convegno - Contributions in conference proceedings::1.4.01 Contributi in atti di convegno - Conference presentations
none
no full text
273
(2013). The “Servitization” of manufacturing: a methodology for the development of after-sales services [conference presentation - intervento a convegno]. Retrieved from http://hdl.handle.net/10446/28606
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