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Performance measurement systems in after-sales service: an integrated framework

Author

Listed:
  • Paolo Gaiardelli
  • Nicola Saccani
  • Lucrezia Songini

Abstract

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 strategic role, affecting the definition of the product-service mix offered to the customer and the physical and organisational configuration of the overall logistics chain. Therefore, importance should be given to its strategic management and to the definition of a structured business performance measurement system. In this context, this paper a) provides a review of the existing body of knowledge about AS performance measurement systems, b) proposes an integrated framework for AS performance measurement consisting of four levels (business, process, activity, and development and innovation), and c) provides an empirical application of the framework to four case studies in durable consumer goods – automotive, home appliances and consumer electronics.

Suggested Citation

  • Paolo Gaiardelli & Nicola Saccani & Lucrezia Songini, 2007. "Performance measurement systems in after-sales service: an integrated framework," International Journal of Business Performance Management, Inderscience Enterprises Ltd, vol. 9(2), pages 145-171.
    • Handle: RePEc:ids:ijbpma:v:9:y:2007:i:2:p:145-171
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    Citations

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    Cited by:

    1. Murali, S. & Pugazhendhi, S. & Muralidharan, C., 2016. "Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 67-83.
    2. Uzir, Md Uzir Hossain & Al Halbusi, Hussam & Lim, Rodney & Jerin, Ishraq & Abdul Hamid, Abu Bakar & Ramayah, Thurasamy & Haque, Ahasanul, 2021. "Applied Artificial Intelligence and user satisfaction: Smartwatch usage for healthcare in Bangladesh during COVID-19," Technology in Society, Elsevier, vol. 67(C).
    3. Zenona Ona Atkočiūnienė & Justas Gribovskis & Jurgita Raudeliūnienė, 2022. "Influence of Knowledge Management on Business Processes: Value-Added and Sustainability Perspectives," Sustainability, MDPI, vol. 15(1), pages 1-19, December.
    4. Md. Uzir Hossain Uzir & Abu Bakar Abdul Hamid & Ishraq Jerin & Ahmad Shaharudin Abdul Latiff & Ramayah Thurasamy, 2021. "Customer satisfaction and brand loyalty to electronic home appliances in Bangladesh: the contingent role of brand trust," SN Business & Economics, Springer, vol. 1(6), pages 1-35, June.
    5. Shokouhyar, Sajjad & Shokoohyar, Sina & Safari, Sepehr, 2020. "Research on the influence of after-sales service quality factors on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).

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