A Framework for Formulating After‐sales Support Strategy

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.

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Year of publication:	1991
Authors:	Armistead, Colin ; Clark, Graham
Published in:	International Journal of Operations & Production Management. - MCB UP Ltd, ISSN 1758-6593, ZDB-ID 2032083-8. - Vol. 11.1991, 3, p. 111-124
Publisher:	MCB UP Ltd
Subject:	After‐sales service \| Customer satisfaction \| Product differentiation \| Manufacturing strategy

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/EUM0000000001269 [DOI]
Source:	Other ZBW resources

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