Publication type: Conference paper
Type of review: Peer review (abstract)
Title: After sales services in China
Authors: Lehmann, Ralph
Prandini, Markus
et. al: No
Proceedings: Proceedings of the Spring Servitization Conference : Internationalisation through Servitization
Conference details: Spring Servitization Conference «Internationalisation through Servitization», Lucerne, 15-17 May 2017
Issue Date: 2017
Publisher / Ed. Institution: Aston University
Publisher / Ed. Institution: Birmingham
Language: English
Subjects: After sales service
Subject (DDC): 658: General Management
Abstract: Purpose: The study examines the after sales service business of Swiss manufacturing firms in China. Design/Methodology/Approach: It investigates eight cases of small and midsize firms (SMEs), describes the objectives the firms are pursuing with after sales services in China and how they are configuring their services. It evaluates to what extent the service models correspond to the conditions of the Chinese market and develops recommendations for the design of after sales services in China. Findings: The investigated firms use a problem solving model in their after sales service business which corresponds to the existing frame conditions in China. Originality/Value: The study extends the existing knowledge on after sales services in foreign markets and provides recommendations for SMEs on the configuration of services in China.
Fulltext version: Published version
License (according to publishing contract): Licence according to publishing contract
Departement: School of Management and Law
Organisational Unit: International Management Institute (IMI)
Appears in collections:Publikationen School of Management and Law

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