Abstract:
The study examines the after sales service business of Swiss manufacturing firms in China. It investigates eight cases of small and midsize firms (SMEs), describes the ob...Show MoreMetadata
Abstract:
The study examines the after sales service business of Swiss manufacturing firms in China. 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. The investigated firms use a problem-solving model in their after sales service business which corresponds to the existing economic conditions in China. 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.
Published in: 2017 International Conference on Industrial Engineering, Management Science and Application (ICIMSA)
Date of Conference: 13-15 June 2017
Date Added to IEEE Xplore: 20 July 2017
ISBN Information: