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After-sales services and aftermarket support: a systematic review, theory and future research directions

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  • Christopher M. Durugbo

Abstract

After-sales and aftermarkets are significant revenue streams for industrial companies. After-sales services are activities during warranty periods that include field technical assistance, spare parts distribution, customer care, and accessories sale. Aftermarket support involves secondary market transactions for additional products (e.g. accessories and add-ons) and product recovery processes. An awareness of the potentials of both concepts is evident by the extensive body of production and operations management (POM) publications that investigate the perspectives of both academia and practitioners. Yet, there is an absence of a systematic review to analyse research studies on after-sales and aftermarkets in a POM context. This article reviews the POM literature on after-sales services and aftermarket support. The review identifies and critically appraises 249 peer-reviewed articles published between 1970 and 2018. It examines the research clusters, investigated industry sectors, research methodologies, theories and contributions of studies. Using insights from the review process, the article also proposes theoretical foundations, sets a research agenda, and identifies optimisation problems for future after-sales and aftermarket studies.

Suggested Citation

  • Christopher M. Durugbo, 2020. "After-sales services and aftermarket support: a systematic review, theory and future research directions," International Journal of Production Research, Taylor & Francis Journals, vol. 58(6), pages 1857-1892, March.
    • Handle: RePEc:taf:tprsxx:v:58:y:2020:i:6:p:1857-1892
    DOI: 10.1080/00207543.2019.1693655
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    Citations

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    Cited by:

    1. Kaiying Cao & Yunyi Su & Guoxin Han & Jia Wang, 2023. "Optimal maintenance service outsourcing strategy considering extended warranty service," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 44(2), pages 1344-1358, March.
    2. Hekimoğlu, Mustafa & Karlı, Deniz, 2023. "Modeling repair demand in existence of a nonstationary installed base," International Journal of Production Economics, Elsevier, vol. 263(C).
    3. Yao Wang & Abdul Majeed & Zahid Hussain & József Popp & Judit Oláh, 2022. "Online Second-Hand Bookstores’ Strategic Decisions: A Theoretical Perspective," Sustainability, MDPI, vol. 14(20), pages 1-18, October.
    4. 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).
    5. Christopher M. Durugbo & Zainab Al-Balushi, 2023. "Supply chain management in times of crisis: a systematic review," Management Review Quarterly, Springer, vol. 73(3), pages 1179-1235, September.
    6. Mario Fargnoli & Nicolas Haber & Massimo Tronci, 2022. "Case Study Research to Foster the Optimization of Supply Chain Management through the PSS Approach," Sustainability, MDPI, vol. 14(4), pages 1-19, February.
    7. Kirkizoğlu, Zeynep & Karaer, Özgen, 2022. "After-sales service and warranty decisions of a durable goods manufacturer," Omega, Elsevier, vol. 113(C).
    8. Mydyti Hyrmet & Kadriu Arbana & Pejic Bach Mirjana, 2023. "Using Data Mining to Improve Decision-Making: Case Study of A Recommendation System Development," Organizacija, Sciendo, vol. 56(2), pages 138-154, May.
    9. Amniattalab, Ayda & Frenk, J.B.G. & Hekimoğlu, Mustafa, 2023. "On spare parts demand and the installed base concept: A theoretical approach," International Journal of Production Economics, Elsevier, vol. 266(C).
    10. Hameeda A. AlMalki & Christopher M. Durugbo, 2023. "Systematic review of institutional innovation literature: towards a multi-level management model," Management Review Quarterly, Springer, vol. 73(2), pages 731-785, June.
    11. Huang, Hongfu & Liu, Feng & Zhang, Peng, 2021. "To outsource or not to outsource? Warranty service provision strategies considering competition, costs and reliability," International Journal of Production Economics, Elsevier, vol. 242(C).
    12. Moradi, Masoud & Badrinarayanan, Vishag, 2021. "The effects of brand prominence and narrative features on crowdfunding success for entrepreneurial aftermarket enterprises," Journal of Business Research, Elsevier, vol. 124(C), pages 286-298.
    13. Jiawei Hu & Suqin Sun & Xuemei Zhang & Qiang Meng, 2022. "Optimal Extended Warranty Strategy: Provided by Manufacturer or E-Commerce Platform?," Sustainability, MDPI, vol. 14(19), pages 1-19, September.
    14. Zerbino, Pierluigi & Stefanini, Alessandro & Aloini, Davide, 2021. "Process Science in Action: A Literature Review on Process Mining in Business Management," Technological Forecasting and Social Change, Elsevier, vol. 172(C).
    15. Tien Son Nguyen & Jen-Ming Chen & Shih-Hsien Tseng & Li-Fen Lin, 2023. "Key Factors for a Successful OBM Transformation with DEMATEL–ANP," Mathematics, MDPI, vol. 11(11), pages 1-18, May.

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