Kurata, Hisashi; Nam, Seong-Hyun - In: International Journal of Production Economics 144 (2013) 1, pp. 268-280
After-sales services are a key strategic tool in the durable consumer product market. They allow a manufacturer and a retailer to capture more sales and profit. Less obvious, however, is how the uncertainty of the customer's needs for after-sales services influences after-sales service...