Gaiardelli, Paolo; Saccani, Nicola; Songini, Lucrezia - In: International Journal of Business Performance Management 9 (2007) 2, pp. 145-171
In today's competitive markets, companies are shifting from a Product-centric to a Customer-centric view. The After-Sales (AS) service can become a key differentiator and a major profit source. Thus, after-sales cannot be considered simply a set of operative activities; rather it plays a...