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Designing conceptual model of after-sales services, in companies producing the capital goods, with the idea of value co-creation

Designing conceptual model of after-sales services, in companies producing the capital goods,... PurposeThis study aims to identify the key activities after sales and the intended criteria by the customers, considering their expected services after the product purchase process.Design/methodology/approachThis study is a qualitative approach, and the co-creation logic and the Delphi technique were used in two rounds to design and validate the proposed model. To achieve this study’s aims, extensive literature, interviews, interaction and exploratory meetings were reviewed with manufacturers and consumers, and then the dimensions of the proposed model were regulated, corrected and validated in the two-round Delphi technique. The final model is presented after establishing the model in the test pilots and getting feedback from industry experts. To present a conceptual model, the enabler’s logic and the underlying results in the European Foundation for Quality Management (EFQM) Excellence Model were used.FindingsThe findings of this study include the identification of dimensions for the after-sales services model and the designing of a conceptual model in both sections of enablers and results. The enabler section of the proposed model includes seven dimensions, three main sectors and four support sections.Practical implicationsThis model can be used to design, deploy or improve after-sales services system in manufacturing companies.Originality/valueFor the first time in an innovative procedure, the approach of value co-creation was used to design one of the organizational systems (after-sale services system). On the other hand, the conceptual pattern was proposed inspired by the EFQM Excellence Model, to create the necessary proportionality between the enabler and results sections. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality and Service Sciences Emerald Publishing

Designing conceptual model of after-sales services, in companies producing the capital goods, with the idea of value co-creation

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1756-669X
DOI
10.1108/IJQSS-07-2015-0055
Publisher site
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Abstract

PurposeThis study aims to identify the key activities after sales and the intended criteria by the customers, considering their expected services after the product purchase process.Design/methodology/approachThis study is a qualitative approach, and the co-creation logic and the Delphi technique were used in two rounds to design and validate the proposed model. To achieve this study’s aims, extensive literature, interviews, interaction and exploratory meetings were reviewed with manufacturers and consumers, and then the dimensions of the proposed model were regulated, corrected and validated in the two-round Delphi technique. The final model is presented after establishing the model in the test pilots and getting feedback from industry experts. To present a conceptual model, the enabler’s logic and the underlying results in the European Foundation for Quality Management (EFQM) Excellence Model were used.FindingsThe findings of this study include the identification of dimensions for the after-sales services model and the designing of a conceptual model in both sections of enablers and results. The enabler section of the proposed model includes seven dimensions, three main sectors and four support sections.Practical implicationsThis model can be used to design, deploy or improve after-sales services system in manufacturing companies.Originality/valueFor the first time in an innovative procedure, the approach of value co-creation was used to design one of the organizational systems (after-sale services system). On the other hand, the conceptual pattern was proposed inspired by the EFQM Excellence Model, to create the necessary proportionality between the enabler and results sections.

Journal

International Journal of Quality and Service Sciences – Emerald Publishing

Published: Jun 20, 2016

References

  • After sales service in consumer durable goods: how truly satisfying?
  • Customer pattern search for after-sales service in manufacturing
  • Designing a reverse logistics operation for short cycle time repair services
  • The role of after-sales service in international marketing
  • Co-production and customer loyalty in financial services
  • Das marketing Von Investivendienstleistungen
  • Technology infusion in service encounters
  • Aligning strategic profiles with operational metrics in after-sales service
  • A model to investigate the influence of channel, perceived web quality, brand awareness, perceived quality on after-sales service of the all-in-one office products
  • A history and review of the European quality award model
  • Introduction to the IMM special issue on ‘project marketing and the marketing of solutions’ a comprehensive approach to project marketing and the marketing of solutions
  • How to improve perceived service quality by improving customer participation