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Zur Relevanz des After-Sales in klein- und mittelständischen Medizintechnik-Unternehmen

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  • Alexander Knapp

Abstract

After-sales services have been investigated thoroughly in economic research. These services can play an important role for customer retention. Beyond the purchase, after-sales-services may have a substantial potential for further revenues and the company profitability. In the present empirical study, forms, effectiveness and potentials for success of after-sales services in the medical technology industry (medtech) were analyzed. The sample included 327 small and medium-sized medtech companies in Germany. These companies were required to complete an independently developed questionnaire with a focus on different after-sales aspects. As to the empirical data, the responding companies regarded after-sales services as being of high importance. The attributed strategic relevance of the services proved to be strong. Furthermore, positive relations between the companies’ appreciation of after-sales services and the profit dynamism of the companies were found. The latter results, which could be validated by multivariate methods, have both theoretical and practical implications.

Suggested Citation

  • Alexander Knapp, 2020. "Zur Relevanz des After-Sales in klein- und mittelständischen Medizintechnik-Unternehmen," ZfKE – Zeitschrift für KMU und Entrepreneurship, Duncker & Humblot, Berlin, vol. 68(1), pages 1-30.
    • Handle: RePEc:dah:aeqzfk:v68_y2020_i1_q1_p1-30
    DOI: 10.3790/zfke.67.4.1
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