Research on aftermarket & service business

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We have gathered links to research reports and articles that we judge as relevant to aftermarket & service business. Mostly these are found at official university/academic websites or research portals.

While some can be downloaded directly, others may require a user registration and/or a purchase.  To the extent possible we have included an abstract so that you can judge if the reports are interesting prior to downloading it.

Relevant research is hard to find, so we would very much appreciate tips. Go to Contribute and be part of the contributor prize draw.

What service transition? Rethinking manufacturers’ service led growth strategies

Abstract
Both academics and practitioners emphasize the importance for product firms of implementing service-led growth strategies. The service transition concept is well established, namely a unidirectional repositioning along a product-service continuum—from […]

Development of product-service systems: challenges and opportunities for the manufacturing firm

Product-Service Systems (PSS) raise interesting opportunities for the manufacturing firm as the function is provided to meet customer needs rather than the physical hardware itself. PSS offerings based on the […]

The design of functional (total care) products

Total Care Products (Functional Products) are integrated systems comprising hardware and support services. The Functional Product supplier provides all the support systems that are required to keep the hardware operable. […]

What service transition? Rethinking established assumptions about manufacturers’ service-led growth strategies

Both academics and practitioners emphasize the importance for product firms of implementing service-led growth strategies. The service transition concept is well established, namely a unidirectional repositioning along a product-service continuum—from […]

Inventory Management from an aftermarket perspective

This master thesis has been written on behalf of ABB Operation Center SE in Västerås. It is the last step of the master program in engineering – Innovation, Production and […]

Research report: Are Field Service Standards Falling? Part four

Fiels Service News has published a series of features exploring the standards of field service companies as an exclusive research project sponsored by TomTom Telematics. Are they improving or are […]

Research report: Are Field Service Standards Falling? Part three

Fiels Service News has published a series of features exploring the standards of field service companies as an exclusive research project sponsored by TomTom Telematics. Are they improving or are […]

Research report: Are Field Service Standards Falling? Part two

Fiels Service News has published a series of features exploring the standards of field service companies as an exclusive research project sponsored by TomTom Telematics. Are they improving or are […]

Research report: Are Field Service Standards Falling? Part one

Fiels Service News has published a series of features exploring the standards of field service companies as an exclusive research project sponsored by TomTom Telematics. Are they improving or are […]

Mastering the Transition to Product-Service Provision

Mastering the Transition to Product-Service Provision: Insights into Business Models, Learning Activities, and Capabilities

Abstract:

This major study, published in May 2014, gives a good overview on how a large number of […]

The role of performance management systems in managing tensions in a servitisation setting

The role of performance management systems in managing tensions in a servitisation setting: The case of a multinational manufacturing company
Abstract:

As a result of increased global competition and falling industry profitability, […]

After-Sales Services and Customer Relationship Marketing

After-Sales Services and Customer Relationship Marketing: – A Multiple Case Study within the Swedish Heavy Equipment Machinery Industry
Abstract:

Due to growing complexities in business-to-business products, the relationship between a seller and […]

Value Creation in Buyer–Seller Relationships

Value Creation in Buyer–Seller Relationships: Theoretical Considerations and Empirical Results from a Supplier’s Perspective

Abstract:

The essential purpose for a supplier and customer firm engaging in a relationship is to work together […]

Future drivers and trends influencing the outbound logistics development

Future drivers and trends influencing the outbound logistics development: A cross-sectional study focusing on the industrial aftermarket

Abstract:

The main purpose of this thesis has been to explore and evaluate future drivers […]

Spare Parts Pricing

Spare Parts Pricing; Setting the right prices for sustainable profit at Atlet

Abstract:

This master thesis deals with pricing of spare parts. Spare part pricing is the
combination of the research field of pricing […]

Evaluating logistics

Evaluating logistics: The development of a method for examining a logistics system and evaluating its performance

Abstract:

This thesis develops a method for examining a logistics system and evaluating its performance so […]

Internetworked after-sales service

Abstract:

Firms, even ones in relatively heavy industries, seem to be moving in a direction in which information technology (IT) is becoming more and more integrated into their organizations. This paper […]

Configuring the after-sales service supply chain: A multiple case study

Abstract:

After-sales service in firms manufacturing and selling durable goods has a strategic relevance in its potential contribution to company profitability, customer retention and product development. This paper addresses the configuration […]

A framework for the configuration of after-sales service processes

Abstract:

In the competitive world of industrial goods, where products are getting commoditised and profit margins are cut down, the search for new business opportunities also encompasses the provision of a […]

After-sales service – necessary evil or strategic opportunity?

Abstract:

In response to questions about how to provide the correct level of after sales service in the face of shifting customer needs and expectations, SLC Consultants, Inc. has developed an […]

Decision support tools for measuring and controlling After-Sales service performance

Abstract:

Companies have progressively realised that complementing industrial goods with the provision of value added services can be an important lever to prosper on those markets affected by weak demand, hard […]

Adapting manufacturing strategy to industrial after-sales service operations

Abstract:

This dissertation is initiated from an increased awareness within industry of the importance of services in general and of after-sales services in particular. The scope of this research is to […]