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| Author: | Dornier, P.-P. |
| Title: | Emergence d'une management de l'apres-vente - The emergence of after-sales management |
| Journal: | Revue Francaise de Gestion
1990 : JUN-JUL-AUG, 79, p. 12-18 |
| Index terms: | AFTER-SALES SERVICE MANAGEMENT DISTRIBUTION CHANNELS CUSTOMERS CONSUMER SATISFACTION |
| Language: | fre |
| Abstract: | In recent years, it has become clear that traditional policies of industrial after-sales service and distribution networks are inadequate to market requirements. The conjunctive and structural reasons for this deficiency are analyzed and it is shown how there has been an evolution from the notion of after-sales service being an exclusively "technical product" oriented concept to one of "service". In this evolution customers' needs are increasingly satisfied and therefore new agent networks have appeared. Finally the new financial and commercial stakes involved in after-sales service are examined and it is argued that this service should be carefully managed. |
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