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A conceptual framework for the development of a service delivery strategy for industrial systems and products
Luleå tekniska universitet.
Luleå University of Technology, Department of Civil, Environmental and Natural Resources Engineering, Operation, Maintenance and Acoustics.
2004 (English)In: The journal of business & industrial marketing, ISSN 0885-8624, E-ISSN 2052-1189, Vol. 19, no 5, p. 310-319Article in journal (Refereed) Published
Abstract [en]

Service and product support are increasingly critical elements in the achievement of customer satisfaction and winning new markets. The success of a product support strategy depends on how effectively these services are delivered. The focus of this paper is on performance enhancement through the use of service delivery strategies; critical factors in the marketing of product support and service-related contracts that in turn, foster customer satisfaction, based on industrial systems in a multinational environment Considered in the framework are product design characteristics such as reliability, maintainability, customer's organizational culture and geographical location, for functional as well as conventional products. The paper advocates an increased focus on support to customers within the framework, introduces a modified service gap model and suggests an approach that reduces any gap between expected and required services. An evaluation of service delivery performance is emphasized.

Place, publisher, year, edition, pages
2004. Vol. 19, no 5, p. 310-319
National Category
Other Civil Engineering
Research subject
Operation and Maintenance
Identifiers
URN: urn:nbn:se:ltu:diva-2761DOI: 10.1108/08858620410549938Scopus ID: 2-s2.0-4444357474Local ID: 072241c0-b376-11db-bf94-000ea68e967bOAI: oai:DiVA.org:ltu-2761DiVA, id: diva2:975614
Note
Validerad; 2004; 20070203 (ysko)Available from: 2016-09-29 Created: 2016-09-29 Last updated: 2018-07-10Bibliographically approved

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Kumar, Uday

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