TY - JOUR
T1 - After-sales services and aftermarket support
T2 - a systematic review, theory and future research directions
AU - Durugbo, Christopher M.
N1 - Publisher Copyright:
© 2019, © 2019 Informa UK Limited, trading as Taylor & Francis Group.
PY - 2020/3/18
Y1 - 2020/3/18
N2 - After-sales and aftermarkets are significant revenue streams for industrial companies. After-sales services are activities during warranty periods that include field technical assistance, spare parts distribution, customer care, and accessories sale. Aftermarket support involves secondary market transactions for additional products (e.g. accessories and add-ons) and product recovery processes. An awareness of the potentials of both concepts is evident by the extensive body of production and operations management (POM) publications that investigate the perspectives of both academia and practitioners. Yet, there is an absence of a systematic review to analyse research studies on after-sales and aftermarkets in a POM context. This article reviews the POM literature on after-sales services and aftermarket support. The review identifies and critically appraises 249 peer-reviewed articles published between 1970 and 2018. It examines the research clusters, investigated industry sectors, research methodologies, theories and contributions of studies. Using insights from the review process, the article also proposes theoretical foundations, sets a research agenda, and identifies optimisation problems for future after-sales and aftermarket studies.
AB - After-sales and aftermarkets are significant revenue streams for industrial companies. After-sales services are activities during warranty periods that include field technical assistance, spare parts distribution, customer care, and accessories sale. Aftermarket support involves secondary market transactions for additional products (e.g. accessories and add-ons) and product recovery processes. An awareness of the potentials of both concepts is evident by the extensive body of production and operations management (POM) publications that investigate the perspectives of both academia and practitioners. Yet, there is an absence of a systematic review to analyse research studies on after-sales and aftermarkets in a POM context. This article reviews the POM literature on after-sales services and aftermarket support. The review identifies and critically appraises 249 peer-reviewed articles published between 1970 and 2018. It examines the research clusters, investigated industry sectors, research methodologies, theories and contributions of studies. Using insights from the review process, the article also proposes theoretical foundations, sets a research agenda, and identifies optimisation problems for future after-sales and aftermarket studies.
KW - after-sales services
KW - aftermarket support
KW - customer support
KW - product recovery
KW - product-service systems
KW - secondary market
KW - servitisation
UR - http://www.scopus.com/inward/record.url?scp=85075416460&partnerID=8YFLogxK
U2 - 10.1080/00207543.2019.1693655
DO - 10.1080/00207543.2019.1693655
M3 - Review article
AN - SCOPUS:85075416460
SN - 0020-7543
VL - 58
SP - 1857
EP - 1892
JO - International Journal of Production Research
JF - International Journal of Production Research
IS - 6
ER -