After-Sales Service and HRM Strategies for Small Appliances Enterprises: Creating a Sustainable Competitive Advantage for SUNHOW in Taiwan

The small appliance industry is a completely mature industry. Its functional products are always with a long life cycle. If a corporation wants to make its brand keep sustainable development, it needs to pursue good After-Sales Service strategies so as to keep the value of its products long or forever. However, conventional After-Sales Service has been a serious financial black hole or expense for the small appliance industry, and is hard to control. With many depth interviews, this study was done through the researcher's 15-year experiences and participant observation for their after-sales strategies of six operators of the small appliance Enterprises. Then the study tries to deal with the research, analysis, coordination, and summary of the After-Sales Service and HRM strategies for SH company, SH has existed in the small appliance industry for over 20 years. According to its entrepreneurial characteristics, it develops its customer-first core theme mode for fix-up and After-Sales Service. Through effective HRM strategies, SH has made its customer services reasonable, standardized, and simplified, which effectively enhance its service efficiency and lower down its corporate average management cost, and ensure its leadership position. The study also provides suggestions to researchers, other corporations, and small appliance industry companies in making after-sales strategies.