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/lp/emerald-publishing/a-conceptual-framework-for-the-development-of-a-service-delivery-q9ffV32Bvq
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
- ISSN
- 0885-8624
- DOI
- 10.1108/08858620410549938
- Publisher site
- See Article on Publisher Site
Abstract
Service and product support are increasingly critical elements in the achievement of customer satisfaction and winning new markets. The success of a product support strategy depends on how effectively these services are delivered. The focus of this paper is on performance enhancement through the use of service delivery strategies; critical factors in the marketing of product support and service‐related contracts that, in turn, foster customer satisfaction, based on industrial systems in a multinational environment. Considered in the framework are product design characteristics such as reliability, maintainability, customer's organizational culture and geographical location, for functional as well as conventional products. The paper advocates an increased focus on support to customers within the framework, introduces a modified service gap model and suggests an approach that reduces any gap between expected and required services. An evaluation of service delivery performance is emphasized.
Journal
Journal of Business & Industrial Marketing – Emerald Publishing
Published: Aug 1, 2004
Keywords: Man‐machine systems; Customer services quality; Product reliability; Service delivery; Multinational companies; Customer requirements