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Configuring the after-sales service supply chain: A multiple case study

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  • Saccani, N.
  • Johansson, P.
  • Perona, M.

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  • Saccani, N. & Johansson, P. & Perona, M., 2007. "Configuring the after-sales service supply chain: A multiple case study," International Journal of Production Economics, Elsevier, vol. 110(1-2), pages 52-69, October.
    • Handle: RePEc:eee:proeco:v:110:y:2007:i:1-2:p:52-69
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    References listed on IDEAS

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    1. Valérie Mathieu, 2001. "Service strategies within the manufacturing sector: benefits, costs and partnership," Post-Print hal-01796269, HAL.
    2. Earl, Michael & Khan, Bushra, 1994. "How new is business process redesign?," European Management Journal, Elsevier, vol. 12(1), pages 20-30, March.
    3. Johansson, Pontus & Olhager, Jan, 2006. "Linking product-process matrices for manufacturing and industrial service operations," International Journal of Production Economics, Elsevier, vol. 104(2), pages 615-624, December.
    4. Johansson, Pontus & Olhager, Jan, 2004. "Industrial service profiling: Matching service offerings and processes," International Journal of Production Economics, Elsevier, vol. 89(3), pages 309-320, June.
    5. Richard B. Chase & David A. Tansik, 1983. "The Customer Contact Model for Organization Design," Management Science, INFORMS, vol. 29(9), pages 1037-1050, September.
    6. Amini, M. Mehdi & Retzlaff-Roberts, Donna & Bienstock, Carol C., 2005. "Designing a reverse logistics operation for short cycle time repair services," International Journal of Production Economics, Elsevier, vol. 96(3), pages 367-380, June.
    7. Hull, Dennis L. & Cox, James F., 1994. "The field service function in the electronics industry: Providing a link between customers and production/marketing," International Journal of Production Economics, Elsevier, vol. 37(1), pages 115-126, November.
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    Cited by:

    1. Paiola, Marco & Saccani, Nicola & Perona, Marco & Gebauer, Heiko, 2013. "Moving from products to solutions: Strategic approaches for developing capabilities," European Management Journal, Elsevier, vol. 31(4), pages 390-409.
    2. Wali Ullah, G M & Luo, Juan & Yawson, Alfred, 2024. "Managerial ability and supply chain power," Journal of Contemporary Accounting and Economics, Elsevier, vol. 20(2).
    3. Madjid Tavana & Salman Nazari-Shirkouhi & Hamidreza Farzaneh Kholghabad, 2021. "An integrated quality and resilience engineering framework in healthcare with Z-number data envelopment analysis," Health Care Management Science, Springer, vol. 24(4), pages 768-785, December.
    4. Jens Hogreve & Mirjam Velleuer, 2015. "Industrial Service Networks erfolgreich steuern," Schmalenbach Journal of Business Research, Springer, vol. 67(69), pages 35-59, January.
    5. Kumar, Anil & Luthra, Sunil & Khandelwal, Dinesh Kumar & Mehta, Rajneesh & Chaudhary, Nityanand & Bhatia, Sukhdev, 2017. "Measuring and improving customer retention at authorised automobile workshops after free services," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 93-102.
    6. Mehta, Ritu & Balakumar, Karthikeyan, 2021. "Redesigning after-sales service: Impact on incumbent product distribution channels," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    7. Ievoli Corrado & Belliggiano Angelo & Marandola Danilo & Milone Pierluigi & Ventura Flaminia, 2019. "Information and Communication Infrastructures and New Business Models in Rural Areas: The Case of Molise Region in Italy," European Countryside, Sciendo, vol. 11(4), pages 475-496, December.
    8. Panteleimon Bakirtzoglou & Panagiotis Ioannou, 2017. "Job’s Satisfaction among Trainers of Public Vocational Training Institutes in Greece," Journal of Education and Vocational Research, AMH International, vol. 7(4), pages 21-30.
    9. F. Tevhide Altekin & Ezgi Aylı & Güvenç Şahin, 2017. "After-sales services network design of a household appliances manufacturer," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 68(9), pages 1056-1067, September.
    10. Baojun Yang & Ning Yang & Yanzhao Qin & Rui Zhang, 2023. "Product service supply chain, brand value co-creation and performance of agricultural products," SN Business & Economics, Springer, vol. 3(7), pages 1-21, July.
    11. Kirkizoğlu, Zeynep & Karaer, Özgen, 2022. "After-sales service and warranty decisions of a durable goods manufacturer," Omega, Elsevier, vol. 113(C).
    12. Colen, P.J. & Lambrecht, M.R., 2012. "Cross-training policies in field services," International Journal of Production Economics, Elsevier, vol. 138(1), pages 76-88.
    13. Aly Owida & P.J. Byrne & Cathal Heavey & Paul Blake & Khaled S. El-Kilany, 2016. "A simulation based continuous improvement approach for manufacturing based field repair service contracting," International Journal of Production Research, Taylor & Francis Journals, vol. 54(21), pages 6458-6477, November.
    14. Zhu, Tianyuan & Balakrishnan, Jaydeep & da Silveira, Giovani J.C., 2020. "Bullwhip effect in the oil and gas supply chain: A multiple-case study," International Journal of Production Economics, Elsevier, vol. 224(C).
    15. Burström, Thommie & Wilson, Timothy L. & Wincent, Joakim, 2020. "Dynamics of after-sales managers’ strategizing work: What, why and how," Journal of Business Research, Elsevier, vol. 110(C), pages 119-131.
    16. Gebauer, Heiko & Saul, Caroline Jennings & Haldimann, Mirella & Gustafsson, Anders, 2017. "Organizational capabilities for pay-per-use services in product-oriented companies," International Journal of Production Economics, Elsevier, vol. 192(C), pages 157-168.
    17. Bustinza, Oscar F. & Lafuente, Esteban & Rabetino, Rodrigo & Vaillant, Yancy & Vendrell-Herrero, Ferran, 2019. "Make-or-buy configurational approaches in product-service ecosystems and performance," Journal of Business Research, Elsevier, vol. 104(C), pages 393-401.
    18. Sun, Mingyao & Ng, Chi To & Wu, Feng & Cheng, T.C.E., 2022. "Optimization of after-sales services with spare parts consumption and repairman travel," International Journal of Production Economics, Elsevier, vol. 244(C).
    19. Sabrina Weigel & Karsten Hadwich, 2019. "Erfolgsfaktoren von Dienstleistungsnetzwerken im Kontext der Servicetransformation – Eine qualitative Analyse [Success Factors of Service Networks in the Context of Servitization – A Qualitative An," Schmalenbach Journal of Business Research, Springer, vol. 71(1), pages 1-43, March.
    20. Ahmadi-Javid, Amir & Hoseinpour, Pooya, 2019. "Service system design for managing interruption risks: A backup-service risk-mitigation strategy," European Journal of Operational Research, Elsevier, vol. 274(2), pages 417-431.
    21. Ullah, G M Wali & Cavoli, Tony & Khan, Isma & Abdullah, Mohammad, 2024. "The impact of social capital on major customer supply chain power," Economics Letters, Elsevier, vol. 238(C).
    22. Yong Chen & Zhengjie Wu & Wenchao Yi & Bingjia Wang & Jianhua Yao & Zhi Pei & Jiaoliao Chen, 2022. "Bibliometric Method for Manufacturing Servitization: A Review and Future Research Directions," Sustainability, MDPI, vol. 14(14), pages 1-26, July.

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