Integrating service strategy in the manufacturing company

Bibliographic Information

Integrating service strategy in the manufacturing company

Hervé Mathe, Roy D. Shapiro

Chapman & Hall, 1993

1st ed

Available at  / 4 libraries

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Includes bibliographical references (p. [227]-230) and index

Description and Table of Contents


This text aims to provide industrial companies with directions for turning after-sales service to competitive advantage. The text focuses on the increasing realization of the importance of after-sales service which comes with a need to include service within overall corporate strategy. Customer-supplier relationships as well as performance criteria should be defined, and strategies agreed, if full competitive advantage is to be gained. The author introduces the "service mix" as a competitive tool of very real practical use.

Table of Contents

  • An integrated approach to after-sales support. The role of field service. Corporate strategy and service management. Developing the service planning and information systems. Designing the service organizational structure. Auditing field service performance. Application and results, a case study. Appendices: Presentation of analysis pattern for after-sale
  • Support organization
  • Survey of after-sale support organizations
  • Presentation of the sample firms
  • Forecasting and methods for expressing needs for parts.

by "Nielsen BookData"


  • NCID
  • ISBN
    • 0412467801
  • LCCN
  • Country Code
  • Title Language Code
  • Text Language Code
  • Place of Publication
    London ; New York
  • Pages/Volumes
    viii, 237 p.
  • Size
    26 cm
  • Classification
  • Subject Headings
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