Paper Info
Title
The Servitization of Manufacturing: A Methodology for the Development of After-Sales Services.
Abstract
It has been suggested that though many companies realize the importance of providing after-sales services, most do not fully understand the maximum benefit from such offerings. Though several research papers document an approach for the implementation of a service 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 nine-step methodology for the development of after-sales services. The methodology links customer value from services to portfolio management theory. Two case studies describe application of the methodology. It can be used by practitioners in order to exploit the untapped potential of providing product-service offerings, with the aim to generate greater profits and a higher level of customer service.
Year
DOI
Venue
2012
10.1007/978-3-642-40361-3_43
ADVANCES IN PRODUCTION MANAGEMENT SYSTEMS: COMPETITIVE MANUFACTURING FOR INNOVATIVE PRODUCTS AND SERVICES, AMPS 2012, PT II
Keywords
Field
DocType
After-sales service,Product-Service System (PSS),action research,portfolio management
Customer value,Customer service,Project portfolio management,Computer science,Service system,Exploit,Action research,Management science,Profit (economics),Process management
Conference
Volume
ISSN
Citations 
398
1868-4238
0
PageRank 
References 
Authors
0.34
0
4
Name
Order
Citations
PageRank
Ottar Bakås101.01
Daryl Powell2206.69
Barbara Resta313.06
Paolo Gaiardelli43610.78